Answers in one search
Search matches inside the article body and highlights the passage, so an agent lands on the right procedure while the customer is still talking.
For call and contact centers
Agent inserted “Returns & exchanges”Intercom
Deflected a ticket with “Shipping times”Gorgias
Pulled “Refund limits” into a replyFront
“Verify a caller” found in one searchHelpDocs
A knowledge base for call center teams, built for the ten seconds you have.
HelpDocs is knowledge base software where agents find the current procedure while the customer is still on the line, and internal-only scripts never reach the public help center.
Agent inserted “Returns & exchanges”IntercomDeflected a ticket with “Shipping times”GorgiasPulled “Refund limits” into a replyFront“Verify a caller” found in one searchHelpDocsAgents don't lose time searching. They lose it deciding.
When the same procedure exists in a shared drive, a pinned message, and someone's personal notes, the slow part is working out which one is current. That hesitation is where handle time and inconsistent answers both come from.
WHAT MATTERS ON THE FLOOR
One current answer, findable fast.
Everything here is judged on a single question: can an agent get to the right words before the silence gets awkward.
Ask AI, with the source attached
When the question does not match a title, AI answers in a sentence and lists the articles behind it, so the agent can verify before repeating it.
One current version
Version history with restore means there is a single live procedure and a record of when it changed. No more three PDFs and a pinned message.
The searches that found nothing
Every query, how many results it returned, and which article got clicked. The empty ones are moments an agent was stuck on a live call.
Procedures that stay current
A standing list of what needs attention: articles flagged for review, content untouched in over a year, and drafts left half finished.
Deflect before the call happens
The same articles power a public help center and an in-app widget, so the simplest questions never reach the queue at all.
Search insights
See what your agents actually search for.
Every query, how many results it returned, and which article finally got clicked. The ones returning nothing are moments an agent was stuck with a customer waiting, and they make the most honest backlog you will get.
Explore analyticsOne knowledge base, two audiences
What customers read, and what only agents see.
Splitting these across two tools is how they drift apart. Permission groups keep both in one place, with the boundary enforced rather than remembered.
Public help center
- How-to articles for the things customers can self-serve
- Policy explanations you are happy to be quoted on
- Troubleshooting steps, by symptom
- Opening hours, contact routes, and status
Agent-only, behind a permission group
- Retention offers and the thresholds that unlock them
- Escalation paths, with who to involve and when
- Refund and credit limits by tier
- Verification scripts and compliance wording
Rolling it out
Start with the contacts you handle most.
A floor-wide migration is where these projects stall. Documenting your top few contact reasons is a week, and it is where nearly all the benefit is.
- 1
Take your top ten contact reasons
One article each, owned by one person. Ten good ones beat two hundred that nobody trusts.
- 2
Put it where the agent already is
Connect your help desk so the article surfaces in the tool they have open, rather than in a tab they have to remember.
- 3
Work the failed searches weekly
Fifteen minutes a week on the empty results keeps the knowledge base growing in the direction agents actually need.
Answers reach agents in the tool they use
Browse all integrations
Free to steal
Templates and guides to start from.
The blank page is the hard part. Every template ships with an AI prompt you can open straight in Claude or ChatGPT.
Templates
FAQ
Call center knowledge base questions
What is a call center knowledge base?
It is the single place agents look for procedures, policies, and answers while handling a contact. It usually holds both public-facing help articles and internal-only material like escalation thresholds and retention offers, which is why permissioning matters as much as search does.
How does a knowledge base reduce average handle time?
Most of the time an agent spends hunting is spent deciding which of several copies of a procedure is current. A single searchable source with version history removes that decision. We would rather you measure it than take our word for it: track handle time on the contact types you document first.
Can agents see internal notes that customers cannot?
Yes. Content-level permission groups scope articles to a team, so agent-only procedures sit in the same knowledge base as public articles without being published. Permissions, SSO, and the audit trail covers how that works.
How does it fit with our existing contact center stack?
It sits beside it as the knowledge layer, and integrates with tools like Intercom, Front, and Zendesk so the answer reaches the agent inside the tool they already have open. See how HelpDocs connects to the rest of your stack.
How do we keep procedures current across a large team?
Give every procedure one owner and one page, use the stale-content flags to surface articles that have not been touched, and work the failed-search report as a backlog. Our guide to knowledge base maintenance goes into the routine in more detail.
Stop making agents guess which version is current.
Start free 14-day trialStart a free trial, move your procedures into one searchable place, and see the failed searches your team has been living with.
No credit card required.
