Get answers in a Help Center chat

You can ask questions in a Help Center's chat widget and get AI-generated answers drawn from the Help Center's articles. The answers stream in with clickable citations so you can check the source material yourself. AI chat requires AI Search to be enabled for that Help Center. Chat availability also depends on the Help Center's and organization's support settings.

Start a chat

1. Open the chat widget
   On any page of the Help Center, select the floating launcher button. The chat opens over the page you're viewing.

2. Select "Ask AI"
   On the chat's Home screen, under "How can we help?", select the "Ask AI" tile (subtitled "Instant answers"). This tile only appears when AI answers are enabled for the Help Center. If you don't see it, AI answers aren't available. For details on enabling AI Search, see Activate HappySearch in your Help Center.

Ask a question and read the answer

3. Type your question
   Enter your question in the "Message…" text field. Press Enter or select the send button to submit. Shift+Enter adds a new line without sending. The field must contain a question before you can send it.

4. Wait for the response
   After you send your question, the chat may show status messages like "Understanding your question…," "Searching articles…," and a reading indicator while it prepares the answer. You can't send another message while an answer is in progress.

5. Read the AI answer
   The answer streams into the conversation. Once it's complete, a "Sources" section appears below the answer if citations were used. A note below the composer reminds you that answers are generated by AI and may contain mistakes.

Open cited sources

6. View a source article in the chat
   Under "Sources," select any numbered source row to open that article inside the chat. The row shows the cited article's title.

7. Open a source article in a new tab
   If you'd rather read the full Help Center page, select the trailing link on the source row. It opens the article in a new browser tab. Only articles you're allowed to see appear as cited sources; internal articles are excluded.

If something goes wrong

8. Check for common messages
   Depending on the situation, the chat may display one of these messages instead of an answer:
   • "Please sign in to this Help Center to use AI search." The Help Center requires sign-in, and you're not authenticated.
   • "AI answers are not available right now. Please use the search instead." AI answers are paused.
   • "This help center has no articles yet." There are no published articles to draw from.
   • "This conversation has reached its length limit. Please start a new chat." The conversation is too long to continue.
   • "Something went wrong. Please try again." A request failed. Try sending your question again.