Answer questions before they ever hit your inbox
Over the last two years, with improvements to our Docs, our FAQ visits have increased by 122%, while our email volume has actually decreased by 58%!
Companies on Help Scout support 56% more conversations in year one.
However customers look for answers, Docs has them covered.
Your knowledge base is only effective if customers use it. Docs offers multiple paths to self-service so they can choose what’s most convenient.
Surface answers proactively
Serve up relevant Docs articles right on your website or in-app based on what customers are viewing.
Build a help center that matches your brand
Create a searchable home for FAQs, tutorials, and helpful resources for common issues.
Let AI answer for you
Use Docs as a powerful knowledge source for Scout, the built-in AI agent that can handle conversations automatically.
Publish for everyone, your team, or individual customers
Create internal knowledge bases
Give your team a source of truth for policies, product details, and any info that’s meant for company use only.
Keep specific articles private
Include both customer-facing and team-facing articles in the same Docs site.
Limit access to certain customers
Build Docs sites for individual or multiple customers so you can tailor the content for specific accounts.
Migrate without hours of copy/pasting.
You can pull existing knowledge base articles into Docs from a variety of sources and adjust the formatting to your heart’s content.
Import from Zendesk automatically
Help Scout’s import tool can bring your Zendesk content over so you don’t have to do it manually.
Transfer content with the Docs API
If you’re coming from another platform, the API can help you run a custom migration in minutes.
Customize your Docs site
Match your brand colors, add logos, and organize your content without touching a line of code. Have a developer? Get creative with custom CSS.
Give AI a source of truth you can trust.
Docs can connect to AI agents both inside and outside Help Scout so they have the right info to reliably help your customers and team.
Scout
Docs creates a strong foundation of knowledge so your built-in AI agent, Scout, can reply to customers like an expert-level teammate.
Copilot
Your team can use Help Scout Copilot to instantly draft responses informed by your Docs, right inside any Inbox.
ChatGPT, Claude, and other agents
Help Scout MCP gives external AI agents secure access to Docs so your team can quickly reference them from their tool of choice.
Find out what’s tripping up customers.
The Docs report has all the data you need to guide proactive improvements across your documentation, support team, and even products.
Explore your most-viewed articles to understand which topics cause questions.
Failed searches show you problems your knowledge base isn't covering.
Ratings make it easy to see which articles hit the mark and which ones need improvement.
When questions need a conversation, there’s more to Help Scout.
Resolve requests at scale and understand the story behind each customer relationship with the full Help Scout platform.
Ready to go?
