Help Center

Setting it up#

1. 1Pick a slug. That's your public URL: /help/your-company. Slugs are unique across Splice, so claim yours early.
2. 2Choose which agent answers. The help center then speaks with that agent's voice and its tickets are attributed to it.
3. 3Set the page content: title, subtitle, chat placeholder and logo (PNG, JPG, SVG or WebP, up to 2 MB).
4. 4Theme it - accent, background, card and text colours, or start from a preset.
5. 5Add suggested questions so the page isn't a blank box.
6. 6Decide whether visitors can raise tickets, and whether to show a support phone number.
7. 7Publish. Changes are held as a draft until you do, so you can rework the page while the live one keeps serving.

Every setting#

What a visitor sees#

A chat page, not a directory of articles. Someone types a question, retrieval runs against your knowledge base, and the answer comes back grounded in it. No account is needed to ask.

• Suggested-question chips get the first question moving.
• Recent questions are kept so a returning visitor can pick up where they left off.
• If the knowledge base has nothing relevant, the agent falls back to your business description and is explicitly told not to invent prices or features rather than guess.
• When tickets are switched off, the agent never offers one - it points people at your usual channel instead.

Verification & sessions#

Asking questions is anonymous. Raising or reading a ticket is not: the visitor enters their email, receives a code, and enters it back.

Once verified, the page also knows their open tickets, so a follow-up question can reference an existing ticket rather than opening a duplicate.

Tickets#

• An escalated question becomes a normal conversation in your inbox on the help_center channel - the same queue as email and WhatsApp, not a separate ticketing product.
• Everything that applies to an inbox conversation applies here: assignment, SLA, escalation, ticket status (open, pending, on hold, solved, closed) and CSAT.
• Your reply reaches the customer by email, at the address they verified.
• The visitor gets a confirmation email with a link back to their requests page.

The requests page#

/help/your-slug/requests is where a customer tracks what they've raised. They verify with the same one-time code and see every ticket, its current status, and the full back-and-forth - which cuts the "any update on this?" emails considerably.

Limits & guardrails#

• Chat is rate-limited per IP, so the public page can't be used to burn your credits.
• Only the chosen agent's knowledge is searched - a help center can't leak another agent's private sources.
• Answers are grounded in retrieval. With no knowledge and no business description, the agent says it doesn't know rather than improvising.
• Draft and live configs are stored separately, so an unpublished redesign never reaches visitors.

Getting value out of it

1. 1Seed the knowledge base with your top 20 support questions before publishing.
2. 2Use those same questions as the suggested chips.
3. 3Watch which help-center conversations escalate to tickets - each one is a gap in the knowledge base.
4. 4Fix the gap, and the next hundred people self-serve.