BlueHill Help Center: user guide

What a help center is

A help center is the public, customer-facing side of your wiki. You write articles in the wiki as usual, keep them in a knowledge base that is marked public, and BlueHill serves the published ones on a searchable website with your name, logo and colour. Visitors can browse by category, search, read an AI answer grounded in your articles, and open a support request that lands in your inbox as a ticket.

Every workspace has one default help center. If you run several support brands, each brand can have its own help center on its own domain.

Key terms

Term	Meaning
Help center (or site)	One public website. The default site belongs to your workspace; a brand site belongs to one of your support brands. Each site has its own address, branding, domains and settings.
Knowledge base	A workspace inside the wiki. Every wiki page belongs to exactly one. A knowledge base is either Internal or Public; a public knowledge base serves its published articles on one help center.
Article	A wiki page in a public knowledge base. Inside the wiki it is still a page; on the help center it is an article.
Live	An article that visitors can open. It is Published, its visibility is Everyone in org, and its knowledge base is public.
Draft / Archived	Pages that are never shown to visitors. A draft is work in progress; an archived page has been taken down but kept.
Category	A folder in a public knowledge base. Visitors see it as a category with its own page. Subfolders are subcategories.
Featured	Up to six live articles shown at the top of the help center home page.
Hidden from home	A category that is left off the home page but still reachable by search and by its link.
Review	An approval from a teammate. A knowledge base can require an approved, unexpired review before a page can be published.
Change request	A comment on a page that asks for a fix. A blocking request stops publishing until it is resolved or waived.
Custom domain	Your own address for the help center, such as help.yourcompany.com. The primary verified domain becomes the site's canonical address.
AI answers	An instant answer on the help center's search and contact pages, written from your published articles with numbered citations.
Ask AI	A multi-turn chat for signed-in portal users, with saved conversations. Off until you switch it on.
Search appearance	The title and description search engines show for an article. Filled in automatically unless you override it.
Portal	The customer-facing site where invited contacts see tasks and tickets. The help center lives on the same site, and a signed-in portal user can use both.

Where to find the help center

• Navigation → Wiki opens the wiki. Once you have a public knowledge base, a Help center tab appears next to the page title, beside Internal. The Help center tab is the dashboard for one site.
• The wiki sidebar has a Help center toolkit at the bottom with Arrange, Reviews, Analytics, SEO health, AI assistant and Site settings.
• Support → Support settings → Help center holds the site's settings: which knowledge bases are public, branding, contact channels, self sign-up, the AI assistant, search engine visibility and custom domains.
• Analytics → Knowledge base opens the analytics for the help center.
• Open help center (or Open your domain) in the Help center tab header opens the live site in a new tab. The address is also on the Your help center card in settings.
• The BlueHill mobile app has a Wiki tab. Public knowledge bases are marked public in its knowledge base picker.

Guides

1. The Help center tab at a glance. The dashboard for a site: what needs attention, your knowledge bases, articles needing work and the sidebar toolkit.
2. What your visitors see. The public home page, categories, articles, search, AI answers, the contact form and sign-in.
3. Set up and publish a help center. Create a knowledge base, make it public, understand what goes live and where, and run a site per brand.
4. Write, publish and unpublish articles. New articles, the status menu, the publish bar, sharing and visibility, previews, archiving and moving.
5. Reviews before publishing. Require an approved review, request one, change requests and the Reviews page.
6. Arrange categories, order and featured articles. The Arrange page, featured slots, hiding categories, category pages, tags and converting a folder.
7. Branding, contact channels and self sign-up. Name, colour, logo, footer, the contact form, popular searches, email and phone, and portal sign-up.
8. Use your own domain. Add a domain, create the DNS records, verify it and make it primary.
9. AI answers and Ask AI chat. Tone, instructions, starter questions, the semantic index and what visitors get.
10. Search engines, SEO health and search appearance. Indexing switches, overrides, the checklist, the SEO health page and per-article titles and descriptions.
11. Knowledge base analytics. Views, searches, helpful votes, AI questions, the article scorecard and chat conversations.
12. FAQ and troubleshooting. Quick answers to the questions we hear most.

How these guides are written

• Bold text is a label you will see on screen, such as a button, a tab or a field.
• A path with arrows, such as Support → Support settings → Help center, means open the first item, then the next.
• Italic text is a value you might type or pick, such as a domain name.
• Screenshots were taken in a demo workspace called Acme Inc. Your articles, categories and brands will differ.