Help Center

Help Center is a hosted, public help site Fini generates from your knowledge graph. Customers land on a branded page, search in plain language, and read articles; if you attach a widget, they can also chat with the same agent for questions the docs can’t answer. Everything on the site comes from Articles, so running a help center is part of maintaining the knowledge your agent already uses. This page walks through the help center in the order you’ll meet it: what customers see, where the content comes from, how to set it up and curate it, and how to measure whether it’s working.

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What your customers see

Three surfaces make up the public experience: the landing page, the article pages, and, if you attach one, the embedded chat widget.

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The landing page

The landing page is built from your published Articles tree. The top-level folders you publish become the category cards, each with its article count, and the nested folder tree becomes the left-hand navigation. The structure you build in Articles is the structure customers see. Two curation controls shape the page beyond the raw tree: featured articles are pinned near the top, and popular folders are highlighted as shortcuts. Both are set from Articles, see Curate the landing page. An AI-powered search bar sits front and center, with a ⌘K or Ctrl K keyboard shortcut. Customers type a question in natural language and get a list of matching articles, which handles the long tail of self-serve questions that don’t need a human or customer-specific context. The site ships with a glass-styled design, a persistent Topics panel, a floating pill navigation with Search and Contact us, translucent cards over a soft dark or light background, and a theme toggle so customers can switch themes on their own. The public page uses the appearance settings saved on the help center card: color, accent color, hero title, logo, and font.

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Article pages

Each article opens with a breadcrumb trail back through its folder path, an estimated read time, and the date it was last updated. A search box stays in the top-right, so customers can search again without returning to the landing page. On the right side, an On this page table of contents lists the article’s headings and subheadings. Customers use it to jump between sections without losing their place in a long article. At the bottom, customers can answer Was this article helpful? with a thumbs-up or thumbs-down. Fini stores the visitor’s choice locally so the same browser doesn’t vote repeatedly on the same article, and records the vote so you can see which content is helping, see Measure and improve.

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The embedded widget

If you attach a widget, a chat bubble loads on every help center page. The widget and the help center share the same agent, the same knowledge graph, and the same business rules; the widget adds customer context on top, identity, account data, and conversation history, so it can answer customer-specific questions and escalate to a human through your connected helpdesk when it can’t resolve something. The two surfaces split the load deliberately: docs answer the what, the widget answers the what about me. Customers browse and search first, and open the widget for anything personal to their account. If you leave the widget unset, the help center is article-and-search only.

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Where the content comes from

The help center publishes the selected agent’s public snapshot, the subset of your knowledge graph that meets two conditions:

• The article is attached to the selected agent.
• The article is marked Public in helpcenter.

Anything outside the snapshot stays internal, which is how you keep customer-facing help separate from internal-only knowledge while managing both in one place. It’s also why there is no publish step: when an article changes in Articles, the landing page, the search results, and the widget all reflect the change immediately. For a saved article, changing Public in helpcenter in the article status sidebar saves immediately without creating a content version or changing the last-updated date readers see. Restoring an older content version keeps the current visibility setting, so it does not republish an article you have made internal. See Article-level toggles.

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Set up your help center

Setup is self-serve from Deploy → Help Center. The top of the page is the creation form; existing deployments are listed below it.

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Before you start

You’ll need:

• At least one agent in Fini. The help center is tied to one agent, and that agent’s attached articles are what gets published.
• The folders and articles you want exposed marked Public in helpcenter in Articles.
• (Optional) An existing widget to embed inside the help center.
• (Optional) A logo, page title, browser tab title, and brand color.

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Create the help center

The generated address follows the shape https://hc.usefini.com/hc/<generated-slug> and isn’t editable. For a branded subdomain such as help.yourcompany.com, see Use a custom domain.

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Manage existing help centers

Each card shows:

• Address: the hosted public URL.
• Bot: the agent backing the help center.
• Integrated Widget: the widget currently attached, or None.
• Logo / Helpcenter Title / Browser Tab Title / Color: the core editable appearance settings.
• Accent color: the hover and highlight color used in the public page. If you leave it unset, it follows Color.
• Hero title: the large landing-page heading. If you leave it blank, the public page uses “How can we help?”.
• Font: the typeface used on the public help center. The default is Hanken Grotesk; you can also choose Inter, Roboto, Open Sans, Lato, Montserrat, Poppins, Nunito, Source Sans 3, DM Sans, Work Sans, Figtree, Manrope, Newsreader, or Merriweather.

From an existing card you can upload or remove a logo, edit the title, browser tab title, hero title, color, accent color, and font, Save appearance changes, or Delete the help center deployment. Use Reset accent (follow Color) when you want hover and highlight states to use the main color again.

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Curate the landing page

The landing page mirrors your published tree, and the curation controls sit on the folders and articles themselves. Go to Knowledge → Articles to set them, rather than the Deploy page. To pin an article near the top of the landing page, open the article and turn on Featured on Help Centre in the status sidebar, next to Public in helpcenter. Feature the high-value answers customers should see first. Folder controls live in the folder dialog in the knowledge tree, create a new folder or open Edit Folder on an existing one, then switch to its Help Centre tab:

• Show in Popular folders highlights the folder on the help center home. Use it for common product areas and support categories, so customers can browse high-value content faster.
• Icon sets the icon shown on the folder’s category card and navigation entry. It defaults to Auto (based on title), which picks an icon from the folder’s name; choose a specific one to override it.
• Public in Help Centre publishes or unpublishes every article in the folder at once, the folder-level version of the per-article setting in Where the content comes from.

These settings change the public presentation only. They do not change which articles the agent can retrieve or how folders are scoped to agents.

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Use a custom domain

The Deploy page generates a Fini-hosted URL. To serve the help center from your own subdomain, for example help.yourcompany.com, create the deployment first, then work through the sequence below. The custom domain layers on top of the existing deployment rather than replacing it. TLS terminates on Fini’s infrastructure. Fini registers your custom hostname, provisions the SSL certificate, and manages its renewal, so you never supply or install a certificate yourself. Your side of the work is one CNAME record, plus one TXT record in the cases where the certificate authority asks for extra proof of ownership. The sequence alternates between you and Fini:

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1. Create a CNAME record

In your DNS provider, add a CNAME record pointing your chosen subdomain to Fini’s proxy: Replace help with the subdomain label you want to use.

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2. Share your domain with Fini

Send the exact domain you want connected, for example help.yourcompany.com, to the Fini engineering team, and tell us once the CNAME is live. Nothing on our side starts until we have the full hostname.

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3. Fini registers the hostname

We register the custom hostname on our infrastructure and start certificate provisioning. In many cases the certificate authority validates ownership from the CNAME alone, and the domain goes live without any further DNS work from you.

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4. Add a TXT record, only if we send you one

If extra domain ownership verification is required, provisioning generates a unique token and we send you the exact record name and value. Add it to your DNS zone as provided:

• Type: TXT
• Name: _acme-challenge.help (replace help with your subdomain label)
• Value: the verification token we send you
• TTL: Auto

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5. Fini confirms the domain is live

Once validation completes, we confirm that the custom domain and the SSL certificate are active. Open the subdomain over HTTPS to check the help center loads under your own branding.

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Verify it’s working

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Measure and improve

If your workspace has at least one help center, Helpcenter Analytics appears in the main sidebar. Use it to understand how visitors use the public help center before they open the widget or contact support. Help center analytics is separate from conversation analytics. Conversation analytics measures agent conversations, tags, sources, escalation reasons, and resolution; help center analytics measures public-page behavior: visits, searches, article engagement, traffic sources, and content gaps. The page has five tabs: Alongside the page metrics, Fini records the Was this article helpful? votes from article pages, so you can see which content resolves questions and which needs work. Article tables use those votes to calculate % Helpful. If an article has no votes yet, the helpfulness cell shows —. Duration metrics come from public help center pageview and pageleave events. They can show — for fresh deployments or short windows until visitors have opened and left pages in the selected period. Use the date picker to compare performance across a selected window. The export menu downloads Articles CSV and Searches CSV reports for deeper analysis outside Fini.

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Why the help center isn’t working