HelpGuides Chat Overview
HelpGuides Chat adds a support messenger to any website. An AI agent answers your visitors instantly, 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.
How it works
- You paste a short script onto your website. A chat button appears in the corner of every page.
- A visitor asks a question. The AI agent searches your published articles and answers in seconds, with links to the articles it used.
- If the articles don't cover the question, the AI says so honestly instead of guessing, and offers to bring in your team.
- When a visitor asks for a person, seems frustrated, or the AI can't help, the conversation is handed to your team, and you're alerted in Slack or by email.
- Your team picks it up in the inbox, replies, and closes the conversation. The visitor is asked to rate it.
Why use HelpGuides Chat
- Answers you control. The AI answers only from content you've published in HelpGuides. It never makes things up from the wider internet.
- AI first, people always available. Routine questions are answered instantly, around the clock. Anything the AI can't handle reaches a person.
- Watch the AI live. Any number of teammates can watch answers as they're written, and take over mid-sentence.
- Better documentation over time. Every question the AI couldn't answer is listed in your chat reports. Write the article, and the AI answers it next time.
What's included
| Feature | What it does |
|---|---|
| Messenger | A chat button and window for any website, on desktop and mobile |
| AI agent | Answers from one or more of your HelpGuides projects, with sources and handoff |
| Inbox | Real-time workspace for your team: watch, take over, assign, snooze, close, notes and saved replies |
| Notifications | Slack and email alerts, routed to teams such as Support and Sales |
| Support hours | An out-of-hours welcome and "we're back at…" wording outside staffed hours |
| Proactive messages | Start the conversation on pages you choose, such as your pricing page |
| Reports | AI resolution rate, response times, customer satisfaction, and unanswered questions |
Getting started
Start with Setting Up Chat, then Installing the Chat Messenger on Your Website. To see the experience from your visitors' side, read What Visitors See in the Chat Messenger.
HelpGuides Chat builds on the same structured, AI-ready content that powers Model Context Protocol and llms.txt. If you're new to HelpGuides, Welcome to HelpGuides.io explains how to create and publish articles.