Search on your help centre

Your help centre has search built in, and the same search runs inside the widget so visitors can find articles without starting a conversation.

It matches meaning

Search understands what someone is asking rather than matching their words against your text. A visitor typing "the chat box won't show up" finds your installation article even if that article never uses those words.

This is the same matching the AI uses to find grounding, so an article that answers well in chat is generally found well in search.

Only published articles are searchable

Drafts don't appear, in the widget or on the public site. Newly published articles take a moment to become searchable while they're processed — the page itself is live immediately.

Where visitors search

On your help centre, from the search box in the header.

In the widget, from the search field on the home panel — so someone about to ask a question can find the answer first. That deflection is the cheapest support you have: no conversation, no resolution used, no wait.

Making articles findable

Search quality is mostly article quality:

• One subject per article. A page about five things matches all five weakly.

• Answer early. Put the answer near the top rather than after preamble.

• Use your customers' words in the title. The matching is forgiving, but titles written in customer language still win.

• Write the subtitle. It's the summary line under each search result, and it's what decides whether someone clicks.

If something isn't being found

Check it's published, and that recent edits were published too.

Check it isn't buried in an article about something else — a paragraph inside a longer page matches more weakly than a page of its own.