Getting Started

What is the help center?

The Unless help center is a centralized library of guides, best practices, and documentation designed to help you configure, train, and manage your AI assistants effectively. It covers everything from getting started and strategic planning to integrations, quality control, and performance monitoring. Whether you are an AI manager, a customer success team member, or a technical admin, the help center provides the resources you need to set up and scale your Unless deployment.

Who the help center is for

The help center is built for several roles within your organization. AI managers and customer success teams will find hands-on configuration guides and content management advice. Digital and product owners can explore strategic planning materials and integration setup instructions. Technical admins have access to documentation on privacy, governance, and system connections. Each section of the help center focuses on a different role, so you can quickly find the information most relevant to your work.

What you will find in the help center

The help center is organized into sections that align with implementation stages and user roles. Here is an overview of the main areas:

Strategic planning

Before making a buy decision, you can explore the business case for AI. This section covers defining business goals, preparing your organization for AI roles and functions, and conducting critical reviews of security and privacy considerations. It also includes ROI and TCO calculators to help you assess the financial impact of AI in customer support.

AI zone

Learn how to train and configure your AI to get the best results. This section covers configuring the user experience, adding and reviewing tasks, adding topics to training data, and other AI management topics. You can also view AI insights here, including metrics such as views, conversations, responses, and ratings.

Components

Find out how to add and edit various components for better user experiences. This includes adding a conversational UI component and an AI starter button. Components can be scheduled in advance and used for special messages, maintenance notifications, or conversation starters.

Audiences

Learn how to group your visitors into audiences, also known as segments. This section covers segmentation strategies and implementation, which is useful for personalizing support documentation and AI responses for different customer groups.

Customer data

Integrate third-party services and expand your segmentation options. This section covers integrations with tools such as Salesforce, Freshdesk, HubSpot, and Zendesk.

Measure success

Analyze your goals, track results, and make the most of your visitor personas. This section covers reviews, goal tracking, and performance monitoring.

How to use the help center

If you are new to Unless, start with the getting started and AI overview articles. These explain how to connect your content, configure your first assistants, and launch a small use case. From there, you can explore sections on integrations, quality control, and strategic planning to expand AI across more customer journeys.

The help center also includes developer documentation for the JavaScript API, security and compliance documentation, and the Unless cookbook with bite-sized implementation examples for every stage of the customer lifecycle.

What if you cannot find your answer

If you cannot find the answer you need, you can reach out to the Unless team using the contact options in the help center or on the contact page. Depending on your plan, you may also have direct access to an account manager or customer success contact who can help with product questions and new AI use cases.

The help center is designed to be your primary resource for getting the most out of your Unless deployment, whether you are just starting out or looking to optimize an existing setup.