Long-form from our team. Engineering, product, and company posts.
Most teams already have their help content, in PDFs, Word files and old exports. Retyping it is why help centers stay empty. What we built to import it, and the seven rules that keep an import from feeding secrets to a chatbot.
Our feedback board asks for an account, and for votes that is right. For the visitor who just hit a bug and has half a minute, it is a wall. The site widget's new Feedback tab, the five rules we built it by, and why the AI chat is now optional too.
Our widget used to ignore the page's language, and a site that passed pt-BR still got English. The six rules we used to make it follow the page instead of the browser, what each one cost, and what we left out.
Our chat cited the right article, and the click on it took the visitor off the page and away from the conversation. We rebuilt the widget around Home, Ask and Help tabs and a reader. The five rules we built it by, and what we left out.