Help Center — Self-Service Knowledge Base in Ndoto
Learn how to build and publish a customer-facing Help Center with Ndoto. Create portals, articles, categories, multilingual content, and semantic search. Reduce support volume with self-service.
Help Center in Ndoto
The Help Center is a self-service knowledge base that you publish for your customers. It lets customers find answers to common questions on their own — reducing the volume of conversations your team needs to handle.
The Help Center integrates directly with the live chat widget and with Akili, the AI agent, so every customer touchpoint can benefit from your documentation.
Portals
A portal is a Help Center site. You can have multiple portals — for example, one for each product or brand.
Each portal has:
- A name and slug (used in the URL)
- A custom domain (e.g.,
help.yourcompany.com) - A logo for branding
- A default locale — the primary language of the portal
- Homepage links — navigation links shown on the Help Center homepage
Articles
Articles are the individual pages of content published in the Help Center. Each article has:
- A title and description
- The content body — written in a rich text editor
- A status — draft, published, or archived
- A category and optional folder for organization
- An author attribution
- A custom slug for the URL
- A view count to track popularity
Only published articles are visible to customers. Draft articles are saved but not shown publicly.
Categories and Folders
Articles are organized into categories. Categories can contain folders, which group related articles within a category. This creates a two-level hierarchy that helps customers navigate the Help Center efficiently.
Multiple Languages
Each portal has a default locale, but articles can be published in multiple languages. For each language, you create a separate version of the article. When a customer visits the Help Center, they see content in their preferred language if a translation exists, or fall back to the default locale.
Search
Customers can search the Help Center to find articles. Search works in two ways:
- Full-text search — matches keywords in article titles and content
- Semantic search — uses vector embeddings to find articles based on meaning, even if the exact words don't match
The same semantic search technology powers Akili's FAQ lookup, so your Help Center content feeds directly into Akili's knowledge base.
How the Help Center Connects to Conversations
The Help Center integrates with the live chat widget. When a customer types a question in the chat widget before starting a conversation, Ndoto can suggest relevant Help Center articles — allowing the customer to self-serve without starting a conversation.
Akili can also reference Help Center articles as part of its knowledge base when generating responses.
Frequently Asked Questions
What is the Ndoto Help Center? The Help Center is a customer-facing self-service portal where you publish articles organized into categories. Customers can search the portal to find answers without contacting your support team.
Can the Help Center support multiple languages? Yes. Each portal has a default language, and articles can be translated into additional languages. Customers automatically see content in their preferred language if a translation is available.
Does Akili use the Help Center as a knowledge base? Yes. Akili uses the same FAQ and article content from the Help Center to answer customer questions via semantic search. You only need to maintain one knowledge base.
Related Docs
Conversations — How Ndoto Manages Customer Messages
Learn how Ndoto conversations work — creation, states (open, pending, snoozed, resolved), assignment, labels, macros, CSAT, and bulk actions. Everything your team needs to manage customer support at scale.
Reports & Analytics — Support Metrics in Ndoto
Learn how Ndoto tracks first response time, resolution time, CSAT scores, conversation volume, and SLA compliance. View reports by agent, inbox, team, and label to measure and improve support performance.