How to Set Up Your Company's Help Center on Papo

With Papo (https://papo.global/), you can create your own Help Center using the Help Center module integrated into the platform, developing knowledge portals, organizing articles into categories, and offering a complete self-service channel for your customers and internal team, without needing to be a white label reseller.

The Help Center is the public knowledge base that teaches users to answer questions, solve problems, and get more out of your products or services. Instead of accumulating repetitive tickets, your company publishes tutorials and FAQs that are available 24 hours a day. Papo's Help Center module was created so this content is simple to manage and always connected to your support ecosystem.

Help Center components

The structure is divided into three levels, making navigation and organization easier.

Component	Description	Example of use
Portal	It is the main site of the Help Center. You can have one or more portals, for example, one for customers and another for internal training.	`ajuda.suaempresa.com`
Category	Sections that group articles by theme. They work like folders that organize content.	“Billing”, “Getting Started”, “Integrations”
Article	The content page itself, containing texts, tutorials, and answers. Each article belongs to a category.	“How to issue a second copy of the boleto”, “Instagram setup guide”

How to set up your Help Center

Building a knowledge base on Papo takes just a few steps. The process is the same for any account, with no need to be a reseller.

Access the Help Center module
In the Papo panel, locate the “Help Center” module. This is where you manage portals, categories, and articles.
Create your first portal
The portal is the home page of your Help Center. Set a clear name, such as “Help Center – Customers”. You can create more than one portal later if you need to separate audiences.
Define the categories
Think about the main topics that generate questions. Create categories for each theme. Good categories help visitors find the right content effortlessly. Some suggestions:
- For customers: Getting Started, Payments, Products, Troubleshooting
- For internal team: Sales Processes, Support Scripts, Company Policies
Write the articles and save them as drafts
Within each category, create the articles. The platform allows you to write the content and keep it as a draft (draft) until it is ready for review. Use simple language, short paragraphs, and format the text well.
Publish the articles
When the article is reviewed, change its status from draft to published (published). From that moment on, it appears to anyone who accesses the portal. You can edit, update, or remove articles at any time.

Who this Help Center is for

Companies that want to scale support: reduce the volume of repetitive tickets by moving the most common questions to self-service.
Customer Success teams: offer an onboarding and continuous education resource, increasing user adoption and satisfaction.
Operations with remote or large teams: create an internal knowledge base to standardize processes and train new employees quickly.
Businesses that need 24/7 support: the Help Center works as an always-active agent, even outside business hours.

Frequently asked questions

Can I create more than one portal in my account?

Yes. You can have separate portals – for example, one for external customers and another for the internal team – each with its own categories and articles.

Is the Help Center used by Papo's artificial intelligence?

Yes. Published articles can serve as a knowledge source for Papo's AI. This way, the chatbot automatically responds based on your tutorials and FAQs, keeping answers aligned with your official content.

Can customers search the articles?

Yes. The Help Center portal has a search field that searches across all published articles, helping users find the right answer quickly.

Do I need to be a white label reseller to use Help Center?

No. Any Papo account can create its own Help Center. White label resellers have extra features to customize each client's knowledge base, but the module is available to everyone.

Can I edit an article after it is published?

Yes. You can edit the text, reorganize the content, and even return an article to draft status if you need to review something before making it visible again.

How do customers access the Help Center?

You receive a public link to the portal. You can also set up a custom domain (such as ajuda.suaempresa.com) to reinforce your brand. See the specific article about custom domains for resellers in our Help Center.