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A Help Center presents published Knowledge Base articles on a customer-facing website. You control its topics, articles and design through one numbered revision history.

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Before you start

You need Owner or Admin access, the Help Center switch enabled in Settings > Features, and a configured Help Center environment. Hosted use also requires the service and authoring routes to be configured. Turning the workspace switch on does not deploy those services. Publish the Knowledge Base documents you want to use. An article can reference an entire document or one H1 heading and its content through the next H1. Keep linked headings stable: renaming or removing one requires relinking the article. Each article has its own public URL slug.

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Start with a neutral design

New Help Centers start with a clean home page, topic cards and article layouts. The design uses your Help Center’s name and description with system fonts. It contains no example customer logos, photos or contact links. Ask the assistant to customize it using your public website or uploaded resources. Existing Help Centers keep their saved designs.

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Save and preview a complete revision

  1. Open Help Center and select your site.
  2. In Articles, organize topics and link published documents or H1 headings.
  3. Select Save changes. Your navigation becomes a new draft revision. The toolbar shows Save changes while edits are unsaved, then returns to Publish. To discard unsaved edits, choose Reset changes in More actions.
  4. Use AI Assistant to request design or navigation changes. A completed edit creates a new draft revision.
  5. Open Versions using the revision pill at the right edge and select the revision you want to preview. Use Desktop or Mobile to inspect it.
When assistant access is enabled on the linked Knowledge Base, the assistant can read its documents while editing the design. For example: “Use our shipping answers to improve the home page.” Article content changes still use the Knowledge Base editing and approval workflow. For a website reference, provide a public URL. The assistant can research public websites, check known links, and read supported images or documents. These capabilities do not give it access to private websites or signed-in browser sessions. Each revision keeps its own design and navigation. For example, if you rename a topic from Getting started to Orders and delivery, the new draft preview shows the new name while the current public site keeps the old name. Preview requires an authorized session and expires unless renewed while you work. Preview access does not publish a revision. Refreshing Versions keeps unsaved edits and their original save baseline. If another editor saved changes first, Save changes reports a conflict and keeps your inputs. Choose More actions > Reset changes to reload the latest saved configuration before editing again. Leaving the workspace with unsaved edits asks you to keep editing or discard them. Saved changes remain visible when a background refresh finishes. If an assistant attempt fails, you can continue from the latest ready revision when newer attempts have failed. A revision still being built must finish first. Older historical revisions remain preview-only until you restore one to a new draft.

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Add a Concierge Agent

Use your published Concierge Agent to answer visitors’ questions from the standard chat widget on your Help Center.
  1. Publish the Concierge Agent you want to use in your organization and configure its Web Chat channel.
  2. Open your Help Center’s More actions > Settings.
  3. Under Concierge Agent, select the agent, then Save changes.
  4. Preview the new Help Center revision to check the widget.
  5. Select Publish to make the selection live.
The widget uses the agent’s current published version. It follows that agent’s knowledge and instructions independently of the Help Center’s linked article Knowledge Base. Changing the selection stays private until you publish the HC revision. To remove the widget, select None, save and publish again. Reset changes reloads the saved selection; restoring an older revision restores its selection too. Updating published article content does not change the published widget assignment. Draft-only and deleted agents are unavailable. A Web Chat binding with the same identifier must be active and point to the selected agent; conflicting bindings must be corrected before saving or publishing. Recheck and republish after changing that binding. Your environment must have its public chat endpoint configured. Voice requires a configured media endpoint; external embedded actions and images outside the site’s permitted asset hosts are not enabled by this integration.

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Match the widget to your Help Center

Ask the Help Center assistant to match the attached Concierge to your site’s design. For example:
Match the Concierge header and launcher to our navy and orange palette. Use our site font, 5px input corners, comfortable input padding and matching message bubbles, keeping the mobile chat usable.
The assistant updates this Help Center’s stylesheet using the widget’s supported styling controls for the panel, header, launcher, message bubbles, avatars, input and forms. Ask for padding, borders, corner radius, typography and colors together to match your site. Preview the revision and open the widget to check colors, text, corners and spacing, then Publish when ready. The styling follows the HC revision through preview, publication and restore. It does not change the Concierge’s behavior or its appearance on other websites. Select a Concierge in Settings before checking the widget in preview. To name the chat, ask: “Set this Help Center’s chat title to Crescendo Concierge.” The assistant saves the title with the template revision; preview it and publish when ready. The title does not rename the agent or change other embeds. Titles support up to 120 characters. Ask to remove the Help Center title override to restore the widget’s default. If the Concierge has a localized header configured for the visitor’s language, that header takes precedence.

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Manage articles

Select an article in Articles to preview it. Selecting it again returns to that article after you follow links inside the preview. Open its three-dot menu and choose Settings to edit it in a dialog. Settings shows the linked Knowledge Base document and whether the article displays the whole document or one H1 section. Select Edit to choose another published document or section; the current document appears first. Select Done to return to the summary, then Save article to keep your selection. Cancel discards dialog edits. To edit the document body, select its name to open its Knowledge Base editor in a separate tab. Choose Remove article from the article menu to remove it from this Help Center. The Knowledge Base document remains available. Article changes stay local until Save changes creates a draft revision; Publish controls when that revision goes live.

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Reuse images and fonts

Open More actions (the three-dot menu) and choose Resources to upload images and fonts, inspect their source and version history, or replace an existing resource. Supported files are PNG, JPEG, WebP, static SVG and WOFF2, up to 10 MiB each. SVG uploads are sanitized to remove active content. Select a resource and version, choose its template asset path, and select Attach to new draft. Reusing an existing path replaces that asset in the new draft. For a new path, ask the assistant to use it in the layout or stylesheet. Preview the draft and select Publish when ready. Each revision keeps the exact resource version it uses. Replacing a catalog resource does not change an older preview or published site. Archive keeps its history and existing uses intact; Restore makes it available for attachment again. You can also ask: “Inspect our public website, import its logo and fonts, and use them in a new draft.” The assistant can inspect public HTML and CSS, download chosen supported files and reuse resources already in the catalog. It cannot use signed-in browser sessions or execute website scripts. A failed editing turn may leave imported resources available for reuse, without publishing them.

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Publish or restore

Select Publish to activate the selected ready revision. Its design and navigation go live together. Failed validation leaves the current publication in place. To return to an older design and navigation, open Versions, select that revision and choose Restore to draft. This creates a new revision for review. Publish it when ready. Restoring does not immediately change the public site. The version pill shows Draft, Current or Legacy. Older revisions created before navigation snapshots may lack recoverable historical navigation; you cannot restore a navigation history that was never saved.

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Open the published site

Open More actions and choose Settings to find Public URL. Select Copy to share the address or Open to visit the published site in a new tab. Visitors do not need a CXP sign-in or a preview session. The URL always opens the current publication, even when you are editing a draft. Before the first publication, the address is shown with a reminder to publish; Open becomes available after publication. If this environment has no public endpoint configured, Settings says the public URL is unavailable.

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Connect a custom domain

Serve your Help Center at your own address, such as help.example.com. CXP issues and renews its HTTPS certificate for you. A Help Center can have up to 10 custom domains.
  1. Open More actions > Settings and find Custom domains. Note the Crescendo hostname under Points to; select Copy to copy it.
  2. In your DNS provider, create a CNAME record for your hostname that points to that Crescendo hostname.
  3. Back in Custom domains, enter the bare lowercase hostname, such as help.example.com, choose the Crescendo hostname it points to, and select Add.
CXP checks the CNAME record before it saves anything. If the record is missing or points elsewhere, nothing is saved and the message explains what the record must be. While Settings stays open, each domain’s status refreshes automatically: Custom domains always serve the current publication; adding one does not publish draft changes. Use a subdomain with a CNAME record: apex domains such as example.com, proxied DNS records and wildcard hostnames are not supported. A hostname can belong to only one Help Center. To stop using a domain, select Remove. CXP deletes its certificate and the domain stops serving your Help Center. Then delete the CNAME record in your DNS provider: while it still points to Crescendo, another organization could add that hostname. If Custom domains says it is not available, your environment has no Crescendo hostnames configured for custom domains.

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Article content and shared work

Shared Help Center chats show each editor’s avatar, name and message time so you can follow who requested a change. Editors without a profile photo appear with initials. Tool steps appear in one expandable progress summary, with the final response and revision result below it. While you send a request, public response text appears as it is generated; a revision confirmation waits for validation and saving. If live updates disconnect, the edit can continue and saved replies reconnect automatically. Stop remains available while the turn is active. Check the saved result before retrying. Following a Help Center reference from Knowledge asks for confirmation before you leave unsaved document edits. Knowledge Base remains the source of article bodies. Publishing documents through CXP sends a refresh notification to the linked Help Centers, updating text within their published navigation without publishing draft navigation or design. Saving a Knowledge Base draft does not update public text. Public visits serve the saved publication and do not check for Knowledge Base changes. Changes made through other tools, and missed refresh notifications, require an administrator to repair the Help Center publication. A repair omits missing, archived or unpublished targets. On desktop, drag the divider between the authoring panel and preview to resize it. You can also focus the divider and use the arrow keys; double-click resets its width. Your browser remembers the width. The composer’s context meter shows estimated context use for a response you observe. Open the meter for token counts. The assistant automatically compacts earlier context when needed and shows Compacting context… while it works. After a reload or in another editor’s browser, usage is unavailable until the next response observed there; this does not stop automatic compaction or remove saved chat history. Other authorized editors can read and continue the Help Center’s saved agent chats. New shared revisions become available without moving the revision you are previewing. Continuing a conversation opened from Versions returns to its latest messages. Chats remain separate from revision history, and one agent editing turn runs per Help Center at a time. Long editing tasks wrap up with a progress summary when their working budget is reached. Completed working checkpoints retain unfinished template files, navigation and resource selections separately from revisions. Send a follow-up message in the same chat to continue from the last checkpoint, including after a page reload or interrupted run. Interrupted tools do not automatically replay. If another editor has saved a newer revision, start a new chat from that revision; the older unfinished work remains retained in its original conversation. The assistant saves revisions; publishing remains your action. Published pages use stored public HTML and CSS without browser template JavaScript. Selecting a Concierge adds the standard chat widget separately; the Help Center authoring assistant cannot add arbitrary scripts. Draft previews remain private. Search ranks the published Help Center’s whole-document articles through the Knowledge Base search pipeline. Draft preview searches use the previewed revision. H1/section articles are excluded from search. For an existing design without a results page, ask the assistant to add one, verify it in preview, then publish the draft. If search is temporarily unavailable, browse topics and articles and retry later.

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Limits and workspace access

A Help Center supports up to 50 topics and 200 article placements. Retained history protects the current published revision alongside recent revisions. Turning the Help Center workspace off blocks authoring and previews while preserving existing content, chat history and published public delivery. Manage workspace switches.