Give this follow-up an owner
I can take you through this — most of it I'll do myself, and I'll ask whenever I need a detail from you.
My plan2 steps
Let's do it
Say goodbye to
What did you click?
Which page are you on?
Can you send a screenshot?
Asking what happened
How do I add a teammate?
To invite someone, open Settings → Account → Members, then choose Invite member in the top-right corner. Enter their email address, select their role, and send the invitation.
Explaining every click
How to configure your domain
Building guides by hand
Knows your product Sees their page
Your product knowledge, applied to the page in front of each user
What your user sees
Conversations/EU Support
DV
Daan de Vries#101 · EU Support
UnassignedReply
Private Note
Write a reply…
What am I missing in this conversation?
The follow-up has no owner. You promised a carrier update today, and Daan needs the towels for Saturday’s opening. Assign this conversation to yourself, check the carrier status, then update him here
Actual HelpAlive UI · Illustrative scenario
GUIDANCE & ACTIONS
Show them how, or do it for them
You decide who gets guidance and who gets actions, by tenant and user
“Make Fridays finish at 3pm”
Guidance
Your user makes the change
Actions
HelpAlive makes the change
Work it out together
Your users can ask for advice mid-task. HelpAlive explains, adjusts the plan, and carries on
NUDGES · COMING NEXT
Help will make the first move
Relevant help, right when it is needed, before users have to ask
Attendee follow-up
You're editing the Attendee follow-up workflow. The next step here is the send timing or the email body — either is a good place to start.
Ask about this page
A question for the moment
Understand a setting
A question about send timing, right beside the timing control
Find another way
A question about different follow-ups for different event types
Work through a blocker
A question about the disabled Save button, with the page already in view
Specific to the page
Questions relate to the screen in front of the user
Small by design
Help stays beside the work until they choose to open it
The user decides
Open a suggestion, ask something else, or carry on
CROWD INTELLIGENCEComing soon
What works for someA head start for everyone
HelpAlive will learn from what works for your users to deliver better answers, smarter assists, and nudges at the right moment
Successful journeys todayBetter help for everyone
Pause animation
SETUP
Connect. Teach. Test
Try HelpAlive in your app before showing it to users
01Connect your productAdd HelpAlive and connect user identity
02Add your knowledgeBring in your documentation and training
03Try it in your appTest answers, guidance, and actions
YOUR PRODUCT01 / 03
Your appWhere your users work
HelpAliveRight there with them✓HelpAlive is on your pagesConnected
✓It knows who is signed inConnected
YOUR KNOWLEDGE02 / 03
Give it the knowledge
behind your product
behind your product
Product documentationdocs.yourproduct.com✓ Published
Plans & permissionsProduct knowledge✓ Published
How your team explains itTraining✓ Published
YOUR FIRST TEST03 / 03
How HelpAlive works
How does HelpAlive know what the user is looking at?
HelpAlive reads a structured snapshot of the current page, including visible text, control labels and states. It uses that live context with your product knowledge to guide the task, rather than screenshots or a written description from the user. See how page context works
Where do the answers come from?
HelpAlive combines the user’s live page with the product knowledge you publish in Train. Your documentation is the primary source for answers, ahead of general product knowledge. Unpublished drafts are not used for customer answers. Explore product training
Do I need to write the walkthroughs myself?
HelpAlive builds guides on demand from product knowledge and the page the user is on. You maintain the documentation and instructions it learns from, without authoring a separate sequence of steps for every question. Compare the approaches
Can a user ask a question in the middle of a guide?
HelpAlive lets users pause a guide to ask about the task or the control in front of them. It can explain or discuss what they want before they continue, with the current task and page in context.
What happens when HelpAlive can’t finish a step?
HelpAlive can pause for the user, ask a question or stop the guide. A stopped guide shows a recap of completed work and what remains, including where it stopped. The user can take over a step that requires their input. Read the boundaries
Can I choose who sees HelpAlive and how much they use?
HelpAlive’s Controls let you make it available to everyone, selected customer accounts or users, or a percentage of them. You can also set usage limits for a person, customer account or your organisation. Explore availability and usage controls