**To organize your Help Center in Papo (https://papo.global/), you must first create categories to group topics and then add, edit, and publish articles within those categories. Papo's Help Center module allows you to structure your knowledge base hierarchically, making navigation easier for customers and your internal team.**

A well-organized Help Center is a powerful tool for scaling self-service, reducing the volume of repetitive inquiries, and ensuring that correct information is always accessible. By structuring content logically, you improve the user experience and optimize your support team's time, allowing them to focus on more complex issues.

## The Help Center Structure in Papo

Content organization in Papo's Help Center module follows a simple three-level hierarchy. Understanding this structure is the first step to planning your knowledge base.

| Component | Description | Purpose |
| :--- | :--- | :--- |
| **Portal** | The main website that hosts your entire Help Center. You can have multiple portals for different audiences. | To serve as the central access point for all your help content (e.g., `help.yourcompany.com`). |
| **Category** | Sections or folders that group articles by topic within a portal. | To organize content logically so users can easily find what they are looking for (e.g., "Payments", "Getting Started"). |
| **Article** | The individual content page, containing text, tutorials, images, and answers to specific questions. | To provide detailed information users need to solve a problem or understand a process. |

## How to Create and Manage Categories

Categories are the backbone of your Help Center. Good categorization makes navigation intuitive and finding information much faster.

1.  **Access the Help Center Module:** In the main Papo dashboard, navigate to the "Help Center" module.
2.  **Select the Portal:** If you have more than one portal, choose the one where you want to create the new category.
3.  **Create the Category:** Look for the option to add a new category. Give it a clear and objective name, thinking about how your users would search for that topic.
4.  **Plan Your Structure:** Before creating multiple categories, think about the broad themes of your business. Good categories can be based on:
    *   **Customer Journey:** Getting Started, Advanced Settings, Troubleshooting.
    *   **Product Areas:** Sales Module, Support Module, Integrations.
    *   **Internal Processes:** HR Policies, Service Scripts, Tool Guides.

Keeping category names short and direct helps users quickly identify relevant content groupings for their questions.

## How to Create and Manage Articles

With categories defined, the next step is to populate the knowledge. Articles are the pages that contain the answers and guides your users will consume.

The lifecycle of an article in Papo is designed to allow collaboration and quality control before publication.

1.  **Navigate to the Correct Category:** Within the portal, select the category where the new article fits.
2.  **Create a New Article:** Start creating a new article. The platform provides a text editor for you to write and format your content.
3.  **Write and Save as Draft:** The most important feature at this stage is saving the article as a `draft`. This means the article is saved on the platform but is not publicly visible on your portal. Use this status to write calmly, request reviews from other team members, and ensure the information is accurate.
4.  **Edit and Format:** Use headings, lists, and bold text to break up large blocks of text and make it easier to read. Good formatting helps the reader scan the content and find the answer more quickly.
5.  **Publish the Article:** Once the article is finalized and approved, simply change its status from "draft" to "published". From this moment on, it will be available to everyone who accesses your Help Center.
6.  **Update as Needed:** Products and processes change. You can edit, unpublish (revert to draft), or delete articles at any time to keep your knowledge base always up-to-date.

## Frequently Asked Questions

### How do I decide which categories to create?
The best approach is to think like your customer. Analyze the most common support tickets, the most frequent questions asked of your sales team, and the natural usage journey of your product or service. Group these themes into logical and intuitive categories. For example, all billing questions could go into a "Billing and Payments" category.

### What is the difference between saving as a draft and publishing?
An article saved as a **draft** is only visible to users logged into your Papo account with permission to access the Help Center. It does not appear on the public portal. A **published** article is visible to anyone who accesses your Help Center portal, whether a customer or an employee.

### Can I have one Help Center for customers and another for my team?
Yes. Papo allows the creation of multiple portals. This is ideal for separating knowledge. You can have a public portal for your customers (`help.yourcompany.com`) and a private portal, accessible only internally, to train your team and document internal processes.

### Are Help Center articles used by Papo's AI?
Yes. The content you publish in your Help Center can be configured as a knowledge source for Papo's artificial intelligence. This allows chatbots and AI assistants to answer questions automatically based on your official documentation, ensuring accurate and consistent responses.

### How do users find articles on the portal?
In addition to navigating through categories, users can use the search functionality available on the Help Center portal. They can type keywords to quickly find the most relevant articles for their query, making the self-service process even more efficient.

### Can I add images or videos to my articles?
Yes, the article editor allows you to insert media such as images and videos to make tutorials more visual and easy to follow. To manage these files, you can use Papo's File Center.

## Read also

*   [Reports Overview: Where to find each metric in Papo](/hc/papo/articles/reports-overview-where-to-find-each-metric-in-papo)
*   [What are Macros and how to use them to streamline repetitive actions](/hc/papo/articles/what-are-macros-and-how-to-use-them-to-streamline-actions)

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