{"Status":true,"Message":"","Response":{"post":{"postuid":"b148c845-c4b3-4c3e-87c3-95da32dae33e","tenantuid":"d8b744fc-2e70-4089-bb80-dd1d08f6c7b2","projectuid":"fc6490ac-7527-4f49-b06e-46f701280e85","title":"HelpGuides Chat Overview","slug":"article/helpguides-chat-overview","html":"\u003Cp\u003EHelpGuides Chat adds a support messenger to any website. An AI agent answers your visitors straight away, using only your published HelpGuides articles, and hands the conversation to your team when a person is needed. Your team works every conversation from a real-time inbox inside your HelpGuides project, on a computer or on a phone.\u003C/p\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/2bcc11bb8cbd425f9d876c7b2ad01165.png?v=-1836408619\u0022 data-width=\u0022448\u0022 data-height=\u0022764\u0022 style=\u0022\u0022 alt=\u0022The chat messenger with an AI answer made from help articles, with sources and That helped and Talk to a person buttons\u0022/\u003E\u003Cfigcaption\u003EThe AI agent answers from your published articles, with sources\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch2 id=\u0022how_it_works\u0022\u003EHow it works\u003C/h2\u003E\u003Col\u003E\u003Cli\u003EYou paste a short script onto your website. A chat button appears in the corner of every page that has it.\u003C/li\u003E\u003Cli\u003EA visitor asks a question. The AI agent searches your published articles and answers in seconds, with links to the articles it used. If you\u0027ve set up actions, it can also look things up in your own systems, such as a price.\u003C/li\u003E\u003Cli\u003EIf your articles don\u0027t cover the question, the AI says so instead of guessing, and offers to bring in your team.\u003C/li\u003E\u003Cli\u003EWhen a visitor asks for a person, seems frustrated, or the AI can\u0027t help, the conversation is handed to your team. You\u0027re alerted in Slack, by email, or on your phone.\u003C/li\u003E\u003Cli\u003EYour team picks it up in the inbox, replies, and closes the conversation. The visitor is asked to rate it.\u003C/li\u003E\u003C/ol\u003E\u003Ch2 id=\u0022why_use_helpguides_chat\u0022\u003EWhy use HelpGuides Chat\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003E\u003Cb\u003EAnswers you control.\u003C/b\u003E The AI answers only from content you\u0027ve published in HelpGuides. It never makes things up from the wider internet. Question rules let you decide what happens for particular topics, such as cancellations.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EAI first, people always available.\u003C/b\u003E Routine questions are answered straight away, around the clock. Anything the AI can\u0027t handle reaches a person.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EWatch the AI live.\u003C/b\u003E Any number of teammates can watch answers as they\u0027re written, and take over mid-sentence.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003ECheck before visitors see it.\u003C/b\u003E The \u003Cb\u003ETest\u003C/b\u003E tab runs questions through the AI and shows exactly what a visitor would get.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EBetter documentation over time.\u003C/b\u003E Every question the AI couldn\u0027t answer is listed in your \u003Ca href=\u0022/article/chat-reports\u0022\u003Echat reports\u003C/a\u003E, and \u003Cb\u003ETopics\u003C/b\u003E shows what visitors ask about most. Write the article, and the AI answers it next time.\u003C/li\u003E\u003C/ul\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/0406f1e1f19e470f98f07959bfdbc61a.png?v=-888842522\u0022 data-width=\u00221350\u0022 data-height=\u0022900\u0022 style=\u0022max-width: 100%;\u0022 alt=\u0022The team inbox watching the AI answer a visitor live\u0022/\u003E\u003Cfigcaption\u003EYour team watches the AI live in the inbox and can take over at any moment\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch2 id=\u0022whats_included\u0022\u003EWhat\u0027s included\u003C/h2\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003EFeature\u003C/th\u003E\u003Cth\u003EWhat it does\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003EMessenger\u003C/td\u003E\u003Ctd\u003EA chat button and window for any website, on desktop and phone. Visitors get \u003Cb\u003EHome\u003C/b\u003E, \u003Cb\u003EMessages\u003C/b\u003E and a \u003Cb\u003EHelp\u003C/b\u003E tab for browsing and searching your help center. The chat follows them from page to page. See \u003Ca href=\u0022/article/what-visitors-see-in-the-chat-messenger\u0022\u003EWhat Visitors See in the Chat Messenger\u003C/a\u003E.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EFiles and images\u003C/td\u003E\u003Ctd\u003EVisitors and your team can send screenshots, photos and documents in a conversation. Files are stored privately. See \u003Ca href=\u0022/article/sending-files-and-images-in-chat\u0022\u003ESending Files and Images in Chat\u003C/a\u003E.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAI agent\u003C/td\u003E\u003Ctd\u003EAnswers from one or more of your HelpGuides projects, with links to its sources, and hands off to your team when needed. See \u003Ca href=\u0022/article/configuring-the-chat-ai-agent\u0022\u003EConfiguring the Chat AI Agent\u003C/a\u003E and \u003Ca href=\u0022/article/chat-knowledge-sources\u0022\u003EChat Knowledge Sources\u003C/a\u003E.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ESales follow-up\u003C/td\u003E\u003Ctd\u003EWhen a visitor asks a buying question, such as \u0022can I get a quote for 50 seats?\u0022, the AI answers and then offers a short name-and-email form so your team can follow up. Sending it hands the conversation to your team.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EQuestion rules\u003C/td\u003E\u003Ctd\u003EDecide what happens when visitors ask about particular topics: hand off to the team, reply with an exact message, or answer following extra guidance. See \u003Ca href=\u0022/article/chat-question-rules\u0022\u003EChat Question Rules\u003C/a\u003E.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EActions\u003C/td\u003E\u003Ctd\u003ELet the AI call your own systems while it answers, for example to quote a price. For signed-in, verified customers it can look up their own account. See \u003Ca href=\u0022/article/chat-actions\u0022\u003EChat Actions\u003C/a\u003E.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ETest tab\u003C/td\u003E\u003Ctd\u003ETry questions, save them as tests with an expected outcome, and re-run them all after a change. See \u003Ca href=\u0022/article/testing-the-chat-ai\u0022\u003ETesting the Chat AI\u003C/a\u003E.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EInbox\u003C/td\u003E\u003Ctd\u003EA real-time workspace for your team: watch the AI, take over, assign, snooze, close, internal notes, saved replies and AI-drafted replies. Light or dark mode. See \u003Ca href=\u0022/article/using-the-chat-inbox\u0022\u003EUsing the Chat Inbox\u003C/a\u003E and \u003Ca href=\u0022/article/taking-over-a-chat-from-the-ai\u0022\u003ETaking Over a Chat from the AI\u003C/a\u003E.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EVisitors online\u003C/td\u003E\u003Ctd\u003ESee who is on your website right now and which page they\u0027re on, and start a conversation with them yourself\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EPhone alerts\u003C/td\u003E\u003Ctd\u003EInstall the inbox as an app on your phone and get push notifications for new chats, even when it\u0027s closed. See \u003Ca href=\u0022/article/using-the-chat-inbox-on-your-phone\u0022\u003EUsing the Chat Inbox on Your Phone\u003C/a\u003E.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ENotifications and teams\u003C/td\u003E\u003Ctd\u003ESlack and email alerts, routed to teams such as Support and Sales. In Slack, each conversation\u0027s alerts share one thread. See \u003Ca href=\u0022/article/chat-notifications-and-teams\u0022\u003EChat Notifications and Teams\u003C/a\u003E.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ESupport hours\u003C/td\u003E\u003Ctd\u003E\u0022We\u0027re back\u2026\u0022 wording outside staffed hours, and an optional out-of-hours welcome. See \u003Ca href=\u0022/article/chat-support-hours\u0022\u003EChat Support Hours\u003C/a\u003E.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EProactive messages\u003C/td\u003E\u003Ctd\u003EStart the conversation on pages you choose, such as your pricing page. A message can be limited to one of your sites, and can include the page\u0027s title. See \u003Ca href=\u0022/article/chat-proactive-messages\u0022\u003EChat Proactive Messages\u003C/a\u003E.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EIdentity verification\u003C/td\u003E\u003Ctd\u003EProves a signed-in user is who your website says, so their conversations follow them across devices and nobody can read someone else\u0027s. See \u003Ca href=\u0022/article/chat-identity-verification\u0022\u003EChat Identity Verification\u003C/a\u003E.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EReports\u003C/td\u003E\u003Ctd\u003EAI resolution and automation rates, response times and missed handoffs, busy times with a staffing plan, customer satisfaction, each teammate\u0027s figures, where conversations start, questions the AI couldn\u0027t answer, and Topics. Export every conversation as CSV. See \u003Ca href=\u0022/article/chat-reports\u0022\u003EChat Reports\u003C/a\u003E.\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Ch2 id=\u0022getting_started\u0022\u003EGetting started\u003C/h2\u003E\u003Cp\u003EStart with \u003Ca href=\u0022/article/setting-up-chat\u0022\u003ESetting Up Chat\u003C/a\u003E, then \u003Ca href=\u0022/article/installing-the-chat-messenger-on-your-website\u0022\u003EInstalling the Chat Messenger on Your Website\u003C/a\u003E. To control the messenger from your own pages, see \u003Ca href=\u0022/article/chat-messenger-javascript-api\u0022\u003EChat Messenger JavaScript API\u003C/a\u003E. If something isn\u0027t working, see \u003Ca href=\u0022/article/troubleshooting-chat\u0022\u003ETroubleshooting Chat\u003C/a\u003E.\u003C/p\u003E\u003Cp\u003EHelpGuides Chat builds on the same structured, AI-ready content that powers \u003Ca href=\u0022/article/model-context-protocol\u0022\u003EModel Context Protocol\u003C/a\u003E and \u003Ca href=\u0022/article/using-llmstxt\u0022\u003Ellms.txt\u003C/a\u003E. If you\u0027re new to HelpGuides, \u003Ca href=\u0022/welcome\u0022\u003EWelcome to HelpGuides.io\u003C/a\u003E explains how to create and publish articles.\u003C/p\u003E","publish_status":0,"post_type":"Article","author":{},"featured_image_updating":false,"meta_description":"HelpGuides Chat adds an AI-powered support messenger to your website, answering visitor questions instantly with your content and handing off to your team when needed.","display_toc":true,"has_workingcopy":false,"allow_indexing":true,"sort_order":8,"total_views":3,"date_published":"2026-09-26T16:45:03.663","date_updated":"2026-10-08T17:38:59.34","date_created":"2026-09-26T16:27:47.617"}}}