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Help Center | Portals, articles and translations

How to create portals, publish articles, translate and use the editor.
Paulo Gosik Ian Kraskoff FabrĂ­cio Rissetto
By Paulo Gosik and 7 others
• 14 articles

How to Create a New Help Center and Launch Your First FAQ/Article

This tutorial will guide you through creating a new FAQ portal for your customers using Cloud Chat. Step 1: Log in to Cloud Chat and navigate to the sidebar, then click on Help Center. Step 2: Click on New Portal. Step 3: Here, choose your logo. Upload your logo. For this example, we're using ours. Step 4: Name your portal. In this case, we'll call it Cloud Chat. Step 5: Your portal will be created automatically, but you can change the "slug." A "slug" is part of a website URL, usually simple, without spaces, that identifies a specific page. In this case, the website URL will be https://cloudchat.cloudhumans.com/hc/cloud-chat/pt. If the name were "XPTO," the default URL would be https://cloudchat.cloudhumans.com/hc/xpto. Remember, this slug is editable and can be different from the Name you chose for your FAQ. Step 6: Click on Create Basic Portal Settings to have the FAQ created automatically. Step 7: To edit, choose the color you want for your portal. You can choose a color from the palette. Or directly input the HEX code of the color. Step 8: Enter the page title. This change is mainly for internal control. Step 9: Enter the header text. This is the text that appears at the top of your FAQ. Step 10: The page link is the URL to which your customers will return when they click on your site (icon that appears at the top right of the portal). In our case, we entered the link to our website. Step 11: After inserting the link, update the settings. Step 12: Your portal is now created. Step 13: Access your settings. Step 14: Click on Locations. Step 16: Click on Add Location and create a location for your preferred language. The default is English. Step 17: Change the default language to the new one you created. Step 18: Delete the default language (or any other) that was there. Done. Your Help Center is now created! 🚀 To publish Articles (FAQs) within this center, follow the step-by-step instructions here.

Last updated on Oct 21, 2025

How to Activate the Web Widget within My Help Portal

This feature allows you to enable a support widget directly within your Help Portal. With this, users can chat with your ClaudIA or your human team without leaving the help center. What is the Web Widget in the Portal? The Web Widget is a small chat module that appears in the lower right corner of the Help Portal. It allows visitors to ask questions and start conversations directly with your agents connected to CloudChat — without needing to open another page or channel. What needs to be done before activating? Before configuring the widget in the Portal, verify: - You already have a web widget configured in CloudChat - The Portal has already been created in the Help Center module - You have permission to access and edit Portal Settings Reference: How to install the Cloud Chat Widget on your site and pass contact data automatically How to activate the Web Widget in your Help Portal 1. Access the Portals area In the sidebar menu of the Help Center, open the portals tab: Help Center → Portals → Portal Settings 2. Select the Portal where you want to activate the widget Choose the desired portal and open its settings. In the top right corner of the screen, click the gear icon to edit. This will open the full portal settings page. 3. Choose the Web Widget to display Under the "Basic Information" tab, scroll to the bottom of the page and select the Web Widget you want to display. Click Update Basic Settings. At this moment, the widget will automatically appear to visitors when they access the selected portal. Frequently Asked Questions Can I activate different widgets for different portals? Yes, the widget is configurable per portal. Do I need to change any code on the portal? No. Activation is 100% done through the CloudChat interface. Is it possible to deactivate the widget later? Yes. Just go back to the "Web Widget" field and unselect or choose another widget. Will ClaudIA respond automatically within the portal's widget? Yes, the behavior is the same as other channels. If your ClaudIA isn't linked to CloudChat yet, just ask your account manager.

Last updated on Dec 04, 2025

Help Center Editor Features

The article editor allows creating rich and well-formatted content for the Help Center. This guide covers all available features in the toolbar. Text Formatting Bold Select the text and click the B icon or press the shortcut Ctrl+B (Cmd+B on Mac). Ideal for highlighting important terms. Italic Select the text and click the I icon or press the shortcut Ctrl+I (Cmd+I on Mac). Useful for names of fields, menus, or technical terms. Underline Select the text and click the ++U++ icon or press the shortcut Ctrl+U (Cmd+U on Mac). Use sparingly to avoid cluttering the article visually. Strikethrough Select the text and click the ~~S~~ icon on the toolbar. Useful for indicating outdated or replaced information. Inline Code Select the text and click the code icon (<></>). The text will appear with a highlighted background, ideal for variable names, API fields, or exact values like contact_id that the user needs to type. Titles and Structure Use titles to organize the article into sections. There are 3 levels available: - H1 — Main title (use only once per article, if necessary) - H2 — Main sections of the article - H3 — Subsections within a section :::info Tip: A good title structure helps readers quickly find what they’re looking for, especially in long articles. ::: Lists Bullet List Click the list icon in the toolbar to create items with bullet points: - First item - Second item - Third item Numbered List Use an ordered list when the sequence of steps matters: 1. Access the settings menu 2. Click "Help Center" 3. Select the desired portal Links Select the text to be linked and click the chain icon in the toolbar. Paste the destination URL in the field that appears. The link will be clickable in the published FAQ. This is what the link looks like (this one takes you to the Cloud Humans site). Images Click the image icon in the toolbar to upload an image from your computer. Images are useful for step-by-step illustrations, screenshots, and diagrams. :::warning Attention: Avoid very large images. Prefer cropped and optimized screenshots to ensure the article loads quickly. ::: Blockquote Click the quote icon to turn a paragraph into a quote. Quotes appear with a sidebar and a different background. Click again to remove the quote. Example: highlighting an important sentence from an official document or internal policy. This is an example Code Block Click the code icon with slash (< / >) to insert a code block. Unlike inline code, the block occupies its own space and preserves original formatting. Ideal for: - Integration code snippets - API call examples - Configurations in JSON or YAML format The result looks like this Horizontal Line Click the line icon (—) to insert a visual separator between sections. Useful for dividing different topics within an article or creating visual pauses in long content. Callout Blocks Callouts are colored boxes that draw attention to special information. Click the callout icon and choose one of the 4 types: :::info Information: For tips, additional context, or useful references. Example: "This configuration can also be done via API." ::: :::warning Warning: For important precautions before an action. Example: "This change affects all agents in the account." ::: :::success Success: To confirm expected results or best practices. Example: "Done! The integration has been successfully activated." ::: :::error Error: To alert about common mistakes or irreversible actions. Example: "Do not delete this field as it is used by automations." ::: To remove a callout, place the cursor inside it and click the callout icon again. :::info Important rule: Callouts cannot be nested inside each other or inside a quote (and vice versa). Each block operates independently. ::: Tables Click the table icon to insert a table with 3 columns and 3 rows (including header). Editing the Table After inserting, click any cell to edit the content. Use the Tab key to move to the next cell and Shift+Tab to go back. Managing Rows and Columns Click the EDIT button that appears above the table to access options: | Action | Description | | --- | --- | | Add row above | Inserts a new row above the current one | | Add row below | Inserts a new row below the current one | | Add column to the left | Inserts a new column to the left | | Add column to the right | Inserts a new column to the right | | Remove row | Removes the row where the cursor is | | Remove column | Removes the column where the cursor is | | Delete table | Removes the entire table | Resizing Columns Hover the mouse over the border between two columns in the header. The cursor will change to a double arrow. Click and drag to adjust the width. :::warning Wide tables: If the table has many columns, it will display a horizontal scroll in the published FAQ to maintain readability on smaller screens. ::: Copy and Paste from Other Editors The editor automatically recognizes content pasted from other sources: | Source | What happens | | --- | --- | | Google Docs | Formatting is preserved (bold, italics, links, lists) | | Notion | Block structure is automatically converted | | GitHub / README | Markdown is interpreted and formatted | | Web pages | HTML is converted into editor formatting | You don’t need to manually reformat — just copy and paste. Keyboard Shortcuts | Shortcut | Action | | --- | --- | | Ctrl+B / Cmd+B | Bold | | Ctrl+I / Cmd+I | Italic | | Ctrl+U / Cmd+U | Underline | | Ctrl+Z / Cmd+Z | Undo | | Ctrl+Shift+Z / Cmd+Shift+Z | Redo | | Tab (inside table) | Next cell | | Shift+Tab (inside table) | Previous cell | Publishing the Article When the article is ready: 1. Review the content using the Preview button 2. In the sidebar, select the correct Category 3. Fill in the Meta title and Meta description to improve SEO 4. Click Publish :::success Done! After publishing, the article will be immediately available in the public Help Center. You can edit it at any time without unpublishing. :::

Last updated on Apr 06, 2026

How to show Help Center articles inside the Web Widget

When to use it - You want visitors to see your Help Center articles as soon as they open the chat on your site, before talking to an agent - You want to reduce ticket volume by offering self-service inside the widget itself - You already have a Help Center with published articles and want to make use of it in the Web Widget Prerequisites - A "Widget Web" (Web Widget) inbox already created and installed on the site — see How to install the Cloud Chat Web Widget - A Help Center that has been created and is not archived, with at least one published article — see How to create a new Help Center in Cloud Chat - Permission to edit "Caixas de entrada" (Inboxes) under Settings About this article When you link a Help Center to a Web Widget inbox, the widget's home screen starts showing an "Artigos Populares" (Popular Articles) block above the button that starts a conversation. Visitors read the article without leaving the chat and, if it does not solve their problem, they start the conversation right there. :::info This setting is the opposite of enabling the chat inside the portal. Here the articles appear inside the widget. To place the support widget inside the Help Center, see How to enable the Web Widget in the Help Portal. ::: What shows up in the widget - Up to 6 articles, sorted by the most viewed ones in the portal - A "Ver todos os artigos" (See all articles) link, which opens the full Help Center inside the widget itself - When you click an article, it opens in reading mode within the widget — visitors go back to the chat using the back button Step by step Step 1 — Open the inbox settings 1. In the side menu, go to "Configurações → Caixas de entrada" (Settings → Inboxes) 2. Click the Web Widget inbox where you want to show the articles 3. Open the "Configurações" (Settings) tab Step 2 — Select the Help Center 1. Scroll down to the "Centro de Ajuda" (Help Center) field 2. Select the Help Center that should feed the widget 3. Click "Atualizar" (Update) :::warning The "Centro de Ajuda" (Help Center) field only exists on Widget Web (Web Widget) inboxes. If you cannot find the field, make sure you opened the right inbox. ::: Step 3 — Check it on your site 1. Open the site where the widget is installed 2. Click the chat bubble 3. The "Artigos Populares" (Popular Articles) block should appear on the home screen, above the conversation button :::success If the articles do not show up right away, wait about 2 minutes and reload the page — the list displayed in the widget has a short cache. ::: Frequently asked questions Can I choose which articles are shown? Not from this screen. The widget always shows the 6 most viewed articles in the portal. There is no manual selection or custom ordering — the order follows each article's view count. Do draft articles show up? No. Only articles with the "Publicado" (Published) status make it into the list. What if the Help Center has more than one language? The widget uses the language configured in it. If that language exists in the Help Center, it shows the articles in that language; otherwise, it uses the portal's default language. The match is exact: a widget set to es will not use articles in es_ES. Can the article block fail to appear? Yes. If the portal has no published article in the resolved language, the block simply is not displayed and the widget opens straight to the conversation button. Can I use the same Help Center in several inboxes? Yes. One Help Center can feed several Web Widget inboxes. The reverse is not true: each inbox points to a single Help Center. How do I unlink the Help Center from the widget? Go back to the "Centro de Ajuda" (Help Center) field, select the blank option ("Selecionar Centro de Ajuda" / Select Help Center) and click "Atualizar" (Update). Notes - For the other way around — support chat inside the Help Center: How to enable the Web Widget in the Help Portal - To install the widget on your site (public, with contact data, or in a logged-in area with HMAC): How to install the Cloud Chat Web Widget - To create the Help Center: How to create a new Help Center in Cloud Chat - To publish articles in the portal: How to publish a new article in an existing Help Center - To adjust the widget bubble format: Web Widget bubble formats: Standard and Expanded Bubble

Last updated on Aug 31, 2026

Pin featured articles on the portal home page

When to use - You want to decide which articles appear in the featured block on your portal's home page, instead of letting Cloud Chat choose on its own. - The most-read articles are not the ones you want to promote (e.g., an old article with lots of views takes up the space of a new release). - Your portal has fewer than 6 published articles and the featured block does not appear. - You want to highlight a campaign, a notice or a new step-by-step guide for a while and then go back to normal. Step by step Step 1 — Open the article in the editor Go to "Central de Ajuda" (Help Center), choose the portal and the language, and open the article you want to feature. Step 2 — Turn on "Fixar em destaque" (Pin as featured) In the "Configurações de Artigo" (Article Settings) side panel — the same one that holds category, author and meta tags — turn on the "Fixar em destaque" (Pin as featured) toggle. The change is saved right away, there is no confirm button. Below the toggle there is a message that changes according to the article's state. If it warns you that the article is a draft or that it has no category, the article will not appear in the block until that is resolved — see "Which articles go into the block" further below. Step 3 — Check the portal home page Open the portal's public home page. The "Artigos em Destaque" (Featured Articles) block now shows only the articles you pinned. Step 4 — Unpin whenever you want Turn the toggle off on the article. If you turn it off on all articles, the block goes back to the automatic behavior on its own — no extra setting is needed. How it works Which articles go into the block Pinning an article only takes effect if it meets the three conditions below. Outside of them, the toggle stays on but the article simply does not appear: - Be published — drafts and archived articles do not go in. - Be in a category — an article with no category is left out. - The category must be in the same language as the portal version the visitor is viewing. :::info Unpublishing or archiving a pinned article removes it from the block right away. The toggle stays on, so you just have to publish it again for it to come back. ::: How many appear and in what order The block shows at most 6 articles. Among the pinned ones, the order is by number of views, from most read to least read; articles that no one has read yet go to the end of the list. If you pin more than 6, only the first 6 in that order appear — the rest are left out until you unpin one. :::warning There is no manual ordering for the block: you choose which articles appear, but not the position of each one. ::: When nothing is pinned With no article pinned, the behavior is exactly the same as before: the block shows the 6 most-read published articles and disappears from the home page when there are not 6 articles to fill the grid. Portals that never pin anything do not change in appearance. The difference shows up as soon as you pin the first article: from then on the pinned ones take over the block, even if there are fewer than 6. A single pinned article makes the block show only that one. Each language has its own featured articles The block is resolved per language. Pinning the Portuguese version of an article does not automatically pin the English or Spanish versions — if your portal serves more than one language, repeat Step 2 on the version of each language you want to feature. Notes - The setting is per portal: pinning an article in one portal does not affect the other portals in the account. - Pinning or unpinning does not change the article's text, category, position within the category or search — it only affects the featured block on the home page. - Only people who can edit the portal's articles (administrators and portal members) see the toggle.

Last updated on Sep 16, 2026

Unpublish an Article from the Help Center without Archiving

When to Use - You found an error in a published article and want to correct it without the client seeing the edits happening. - You want to take an article offline temporarily but keep it as active content in editing. - You want to stop displaying an article without archiving it. How It Works Why It’s Not the Same as Archiving Archiving sends the article to retired content. Unpublishing returns the article to draft, so it remains in the editing queue. It’s the difference between retiring and temporarily taking it offline. This solves a practical problem: the editor automatically saves after each change. Previously, fixing a wrong article meant editing it while it was live, and each keystroke was immediately visible to the client. Step-by-Step Step 1 — Open the Published Article Go to the Help Center, select the portal and language, and open the article. Step 2 — Unpublish There are two ways, both doing the same thing: - The menu next to the Publish button at the top of the editor. - The article’s settings sidebar. Step 3 — Undo if Done by Mistake After unpublishing, a success message appears with an Undo option, available for 8 seconds, which republishes the article. After that, just publish normally again. How It Works (Effects) Unpublishing is not just cosmetic. Three things happen simultaneously: - The article is removed from the "Most Read" widget immediately. - The article search in support no longer shows unpublished articles. This prevents agents from sending clients links to articles that have become 404. - Unpublished translations of the article are removed from public content. Preview an Article Not Online You can open a preview of a draft article via a temporary link: it’s valid for 2 hours and not indexed by search engines. Use it to review or send to someone for checking before publishing. Notes - An unpublished article responds with a 404 on the public portal for anyone without the preview link. - Preview counts as no views, so reviewing does not affect your article metrics. - Unpublishing does not delete anything: text, category, and position remain as they were.

Last updated on Sep 22, 2026

Own Portal Icon and Images up to 15MB in Help Center

When to Use - You want the browser tab to display your brand's icon when someone opens your portal. - You need to upload an image larger than the previous 4MB limit in an article. Step-by-step Step 1 — Upload the portal icon Go to Help Center, select the portal, open Settings, and in the basic tab, upload the file in the Favicon field. Save. Step 2 — Check on the public portal Open the portal and look at the browser tab. Also check on an article page and a category page, where the icon often appears incorrectly. How it works Icon formats and size Accepted formats are PNG, ICO, GIF, and JPEG, up to 1 MB. :::warning SVG is not accepted. The format can load scripts, so it is excluded for security reasons. If your icon is SVG, export it as a square PNG before uploading. ::: No icon configured The tab shows the default browser icon, not the Cloud Chat icon. This is the same behavior as before this change. Article images The size limit has increased from 4MB to 15MB. Above this, the editor rejects the upload and notifies the maximum size. :::info The limit was not set to the absolute maximum intentionally. These images are served on the public portal, so very large files slow down loading for your end users. ::: Notes - The icon is per portal. If your account has more than one portal, configure each one. - To remove the icon, delete the file in the same field. The tab will revert to the default browser icon.

Last updated on Sep 28, 2026