Product5 min read
Writing help center articles an agent can actually use
Five small habits that make your docs better for customers and for Volt at the same time, with before and after examples.
An AI agent is only as good as the knowledge it reads. The good news is that the habits that help Volt are the same habits that help customers skim an article.
1. One question per article
"Billing FAQ" with 30 questions is hard for everyone. Split it. A short article titled How do I get a refund for a duplicate charge? is easy to find, easy to cite and easy to keep current.
2. Put the answer first
Lead with the answer, then the detail.
Before: "At Kettle we care deeply about fair billing. Over the years we have..."
After: "Duplicate charges are refunded automatically within 5 to 10 business days. Here is how to check."
3. Write down the policy, not just the steps
Agents need to know when something applies. Add a line like "Refunds are available within 30 days of purchase for annual plans" instead of leaving it to tribal knowledge.
4. Name things the way customers do
If customers say "workspace" and your docs say "tenant", add both. Volt matches meaning, but matching words still helps.
5. Date every article
| Field | Why it matters |
|---|---|
| Last reviewed | Volt prefers newer sources when two disagree |
| Owner | Handoffs on that topic go to the right team |
| Applies to plans | Answers stay correct for every customer |
Small edits, big difference. Most teams see resolution rise by several points within a week of a docs cleanup.