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AurionAI

Brand your Help Center

5 min readBy Emmanuel Yazbeck

Your Help Center is the public website where customers read your knowledge base articles. On the Portal Branding page you give it your logo and colors, choose its languages, and set its address, including your own domain.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.
  • You have the Owner or Admin role. Other users see Access Denied.
  • For your own domain: access to the DNS settings of that domain, for example help.northwind.example.

Open the page

  1. In the sidebar, select Configuration.
  2. Open the Knowledge category.
  3. Select Portal Branding.

The Help Center Branding card is on the left. Under its title, a link opens your Help Center in a new tab. The Live Preview on the right shows your changes before you save them.

The Help Center Branding page with the General tab and the live preview.

Change the look

  1. On the General tab:
    • Under Upload Logo, upload a PNG, SVG, JPEG or WebP file of up to 2 MB. You can also select or paste URL and enter the address of an image.
    • Enter the Header Text and the Hero Title. You can enter a text for each language. Per-locale overrides. Leave a tab blank to fall back to the English entry, then to the platform default.
    • Choose the Header Layout: Centered or Left-aligned.
    • Under Upload Favicon, upload a PNG, SVG or ICO file of up to 1 MB.
    • Optional: enter a Banner Image URL.
    • Optional: for a Help Center that only shows articles, clear Show ticket and contact entry points. The Help Center then hides the request form link, the contact cards and the contact forms, and the request form page shows "not found". Request forms that you embedded on your own website keep working, and signed-in people can still read their tickets.
  2. On the Colors tab, choose the Color Mode, pick one of the Color Presets, or enter the Primary Color, Secondary Color and Background Color as hex values, for example #1E40AF. Light and Dark apply to every visitor. Auto (System) follows the setting of each visitor's device.
  3. On the Typography tab, choose the Heading Font and the Body Font.
  4. Optional: use the Homepage, Email, Footer and Advanced: custom CSS tabs. They set the sections of the home page, the look of Help Center emails, the footer, and your own CSS rules of up to 50 KB.
  5. Select Save Branding.

To go back to the AurionAI design, select Reset to Default and confirm with Reset to defaults. This clears every branding field.

Choose the languages

  1. Open the Locales tab.
  2. Under Published Locales, select the languages that visitors can use. You can choose from 11 languages. Select which languages are accessible on your help center. Unpublished locale URLs redirect to the default.
  3. In Default Locale, select the default language. The fallback language used when visitors access an unpublished locale or the root URL. You cannot clear the default language from the published languages.
  4. Select Save Branding.

Change the Help Center address

Your Help Center has an address on an AurionAI domain, made from a short name called the slug.

  1. Open the Domain tab.
  2. Next to Help Center Slug, select Change.
  3. Enter the new slug. Use lowercase letters, numbers and hyphens. AurionAI checks if it is free.
  4. Select Update and confirm with Yes, change slug.

The old URL will automatically redirect to the new one. If you have a custom domain configured, you will need to update your DNS CNAME record and re-verify.

Use your own domain

  1. On the Domain tab, under Custom Domain, enter the host name, for example help.northwind.example. Do not add https:// or a path.
  2. Select Set up custom domain. AurionAI shows DNS Records with a name and a value for each record. Use the copy buttons to copy them.
  3. At your DNS provider, add every record shown:
    • a TXT record that proves that you own the domain;
    • a CNAME record that sends visitors to your Help Center;
    • when it is shown, a second CNAME record marked (TLS validation). It lets AurionAI issue the TLS certificate for HTTPS.
  4. Wait until the records are visible on the internet. This depends on your DNS provider.
  5. Select Verify DNS.

Each record shows Verified, Pending or Not found. The status of the domain goes from Pending Verification to DNS Verified. While AurionAI creates the certificate, the page shows TLS certificate provisioning... and checks again every 10 seconds. When the certificate is ready, the status is Active.

To stop using your domain, select Remove custom domain and confirm with Yes, remove. Your help center will only be accessible via the default subdomain URL.

Result

AurionAI shows Branding updated successfully The Help Center shows the new branding at the next page load, in every language. Your domain serves the Help Center once its status is Active.

If something goes wrong

  • Enter a valid hex color (#RRGGBB) Save Branding stays inactive until every color is valid.
  • Failed to update branding Read the message under the title, correct the field and save again.
  • Uploaded, but the image could not be loaded. Please try again. Upload the image again.
  • Enter a valid hostname (e.g. help.example.com). Remove any protocol or path. Enter only the host name, for example help.northwind.example. Do not add https:// or a path.
  • DNS verification failed — check your records and try again Compare each record at your DNS provider with the name and value on the page. A record marked Not found is missing or not yet visible. Wait, then verify again.
  • The certificate stays in provisioning. Check that the CNAME record marked (TLS validation) exists. If the page shows an error under the domain, correct the record it names.
  • This slug is already taken Choose another slug.
  • This slug is reserved Choose another slug.
  • You changed the slug and use your own domain. Update the CNAME record at your DNS provider, then verify the domain again.

Still stuck? Submit a request or .