Before you start
- Help Center & Knowledge Base with published articles. Help Assistant can't be switched on without it.
- AI assistant with a provider key, and its "Help Center answers for customers" action switched on. Answers count against the AI assistant's own daily and monthly caps.
Set it up
Open Orders & Customers Help Assistant. It has its own permission, Help Assistant, which you give to the staff roles that should use it. The Overview tab names anything still missing.
- Publish your help articles
The box shows on
/helpand, by default, on/support. - Connect the AI assistant
Add a provider key in the AI assistant and switch on Help Center answers.
- Set the limits
The defaults: 6 questions per visitor an hour, 200 AI answers a day, US$1.00 a day of spending, and half of the AI assistant's daily cap kept for staff. A limit of 0 stops all answers; it doesn't mean unlimited.
Common questions
| Question | Answer |
|---|---|
| It only shows articles, no answer | A daily cap was reached (answers, spending or the share kept for staff), the AI took too long, or it couldn't base an answer on an article. The Questions tab gives the reason for each question. |
| The box isn't showing | It shows only while answers are on (Stop answers now hides it), Help Center search is available, and the AI assistant has a key with the action on. |
| It says it can't answer | No article covers the question. The Not covered yet tab lists these questions, with a button to write the article. |
| It refuses a customer's question | A question needs at least 8 characters and 2 words, and at most 300 characters by default. If only signed-in customers can ask, guests are asked to sign in. |
Answers are plain text, about 120 words at most, in the customer's language, with no links or contact details. Questions are kept for 30 days, and no IP address is stored.
Something wrong or unclear on this page? Tell us at [email protected], or see how to get help.