An internal knowledge base
Partly availableKeep team-only answers and policies in an unlisted help center, what that does and does not protect, and other places internal knowledge can live.
On this page
A help center can serve as a reference for your team: return exceptions, carrier contacts, how to handle a damaged parcel. Make a separate one, keep it off search engines and never link it from your store. Anyone who has its address can still read it, though, so it is not the place for anything confidential.
Set one up#
In Settings > Help center, click Create help center and name it something like "Team handbook". Give it an address that does not invite guessing, such as
team-k7q2.On Preferences, switch on Ask search engines not to list this help center. Every page then tells search engines not to index it or follow its links.
On Contact, switch off Show the contact card.
Write articles and organize them in categories as usual, then switch it live on Publish.
Share the address with your team only, for example pinned in your team chat.
Agents can link its articles in internal notes with Insert a help center article in the reply box. Take care in replies: the same button lists articles from every live help center, so an agent could send a customer an internal link by mistake.
What it does not protect#
The help center is public. There is no sign-in, password or list of allowed people, and an address passed on, or pasted into a reply, opens for anyone.
The noindex setting asks search engines not to list the pages. Well-behaved ones follow it, but it does not hide the pages from someone who has the address.
Its statistics mix your team's visits with anyone else's.
A help center that only signed-in members of your team can open is not available.
Other places for team knowledge#
| What it is | Where it fits better |
|---|---|
| Wording you send customers again and again | Macros, which agents insert into replies |
| Facts and policies the AI agent should follow | What drafts know about your business and Skills |
| Notes about one customer | The customer note on their profile |
| Anything confidential | A document in your company's own file storage, shared with named people |
Related articles
- Customize your help centerBrand the help center with your name, logo, favicon and colour, set its languages and search engine texts, and add header and footer links.
- Create a help centerSet up a public help center for your customers, from its name and address to the first articles, its look and switching it live.
- What drafts know about your businessEvery source a drafted reply reads, what it never sees, and how to give drafts the facts they are missing.
- Create and manage macrosWrite a saved reply once, apply it from any ticket, and keep the macro list tidy with search, filters, archiving and duplicates.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.