Documenting New Features for Your Customers
Keeping your customers informed and empowered is key to their success. A great way to do this is by creating clear, helpful documentation for new features. This guide will walk you through why it's important and how to do it.
A great time to think about creating a new help article is when you're preparing release notes. Release notes announce the feature, and a help article can provide the in-depth explanation your customers will look for next.
Why You Should Document New Features
Creating help articles for new features is a win-win. It helps both your customers and your internal teams.
Empower Customers: Clear documentation allows customers to learn and use new features on their own, making them feel smart and capable.
Reduce Support Questions: When answers are easy to find, customers don't need to contact support as often, freeing up your team to handle more complex issues.
Keep Everyone Aligned: Internal teams can use the documentation as a single source of truth for how a feature works.
How to Create a New Help Article
You can easily generate a new help article right from the application.
From the Documentation page, click the "Generate New Documentation" button.
A dialog box will appear.
Fill in the Topic field with a clear, action-oriented title for your article.
In the Instructions box, describe what the article should cover. You can include details about the content, sections, or the tone you want.
Click Create. The system will then generate the documentation for you.
Publishing Your Article to a Knowledge Base
Once your article is ready, you can publish it directly to your connected knowledge bases, like Intercom.
In the generated documentation view, click the Publish button.
A dialog will appear where you can select the destination for your article.
If you are publishing to Intercom, you can choose which collection the article should belong to.
After selecting your options, confirm the action to publish the article. It will now be available in your external knowledge base.
Keeping Articles Up-to-Date with Action Items
Documentation is only useful if it's accurate. Our system helps you keep articles fresh by automatically creating action items when an article might be outdated.
You will see an action item for an article when:
The underlying code for a feature changes. The system detects this and flags the related documentation for review to ensure it reflects the latest updates.
A customer conversation suggests a gap. If a customer asks a question that isn't covered in an article, the system can identify this and create a task to update the documentation with the missing information.
These action items appear in the Action Items tab, making it easy to see which articles need your attention to ensure they are always accurate and helpful for your customers.