# Help Center > Generates Intercom-bound help-center / knowledge-base articles for tech products organized by researched canonical collection taxonomy (getting-started, account, integrations, settings, advanced, troubleshooting, etc.). Produces a persona × collection × article matrix per product, with markdown bodies + screenshot placeholders, plus a one-shot Intercom Articles API JSON export. Triggers on "help center", "knowledge base", "user documentation", "Intercom articles", "product docs", "FAQ articles". NOT for marketing/SEO content (use aeo-content or website-copy) and NOT for onboarding emails (use email-nurture or lifecycle-marketing — but help-center articles are the link target those emails point to). - Skill: `matteotitta/help-center` (Agent Skill) - Install (CLI): `npx skillmds@latest add matteotitta/help-center` - Raw SKILL.md: https://api.skillmd.com/api/skills/matteotitta/help-center/raw - Safety review: pending - Works with: Claude Code, Claude.ai, OpenAI Codex - Category: Marketing & Growth - Author: matteotitta (https://skillmd.com/u/matteotitta) - Updated: 2026-09-17 - Page: https://skillmd.com/skills/matteotitta/help-center --- # Help Center Produce Intercom-ready help-center / knowledge-base articles for one product, organized by a researched canonical collection taxonomy and scoped per user persona. The output is the canonical link target that onboarding emails, in-product tooltips, and Intercom Fin AI agents reference. The taxonomy (which collections to include) is **researched and codified** — see the premium reference. The skill picks from a 12-module library based on product shape; it does not invent collections at runtime. For the full template library by collection → the premium reference. For Intercom-native voice + structure rules → the premium reference. For persona scoping → the premium reference. For the JSON export schema + script → the premium reference. --- ## Doctrine inherited (Step 7 — 0626 rollout, locked 2026-06-04) Output complies with: - [`output-tenets.md`](../../../../rules/output-tenets.md) — the seven tenets - [`output-simplicity.md`](../../../../rules/output-simplicity.md) — length caps, three-layer source placement, robot-tells ban - [`doc-output-structure.md`](../../../../rules/doc-output-structure.md) — GDoc/Notion structural defaults - Step 6 calibration: see [[feedback_execution_doctrine_refinements_step6]] (canonical R7 + R8 implementation) **Refinements applied to this skill (the R7 + R8 canonical implementation):** | Code | Refinement | How it lands in help-center | |---|---|---| | **R1** | Source placement (three layers) | KB articles are **end-customer-facing**. **No sources block.** Source dataset (product PRDs, transcripts, win-loss) lives in working doc only. The article IS the surface. | | **R3** | Product-update tone | Capability framing — "[Product] does X" not "we are thrilled to introduce X." Even on launch-day articles. | | **R6** | CTA hierarchy | Educational overviews → sign-up at the close for prospects; product-action CTA for existing users. How-to articles → product-action only (user is in-product). | | **R7** | FAQ titles + two types + no sources block | **Two article types only.** Educational overviews (~500-800 words, FAQ titles: "What is [Product]?" / "What does [Product] do?"). Quick how-tos (≤4 bullets max, FAQ titles: "How to [task]"). Pattern: "How to issue virtual card" (right) vs "Issue your first virtual card in two minutes" (wrong). Sequential steps use numbered lists (1. 2. 3.), not dash-bullets. No sources block ever. | | **R8** | Entity-name headings | Section headings repeat the product name — "What [Product] does," "Who [Product] is for," "How [Product] is different." Pronoun headings ("What it does") disappear in skim-reading; entity headings surface. | | **R9** | Action-oriented section names | "How to start with [Product]" beats "Getting Started." "How to set up [Feature]" beats "Setup guide." | --- ## Claude Code triggers **Invoke this skill when user says:** - "Build a help center for {product}" - "Generate KB articles" - "Create Intercom articles for {product}" - "Write product documentation for {persona}" - "Build the FAQ library for {product}" **Do NOT use this skill for:** - Marketing blog content → use `/aeo-content` - Landing-page or website copy → use `/website-copy` - Onboarding emails → use `/email-nurture` (KB articles are the link targets, not the emails themselves) - Internal SOPs / runbooks → use `/runbook` --- ## Inputs **Required:** - `product-messaging` output for this product (capabilities → article 01 in getting-started, value-props → article 02, status-quo alternatives → benefit framing). If absent, the skill blocks. **Recommended (degraded but functional without):** - `positioning` — anchors article voice + the "why this product exists" framing - `tov-guidelines` — applies house writing rules; for ClientCo this means "no em dashes" etc. - `transcript-analysis` — surfaces real user language for opening hooks AND surfaces recurring issues that warrant a `troubleshooting` collection. - `brand-kit` — DESIGN tokens for any custom callout styling on the Intercom side (post-v1.0). **Per-run runtime inputs (the user provides at invocation):** - `product` slug — e.g. `report-generator` - `screenshots/` folder path (recommended) — UI screenshots referenced by `{{screenshot:filename.png}}` placeholders in article bodies - `additional_transcripts/` path (optional) — raw Granola/Zoom transcripts of customer calls or product walkthroughs to mine for language and screen-by-screen flow --- ## Process The skill executes in 5 phases. Phases 1–3 run with you in the loop (taxonomy + matrix approval); phase 4 fans out via the approval-loop pattern; phase 5 exports. ### Phase 1 — Taxonomy selection (which collections to include) Read inputs. Run the 6-question product-shape interview from the premium reference → derives which Tier-2 and Tier-3 modules to include. `getting-started` is always present. Produce `00-taxonomy.md` listing selected collections, the trigger-justification per collection, and any modules explicitly excluded with reasoning. **You review and approve before phase 2.** ### Phase 2 — Persona scoping Read `icp-behavioural` (or run mini-interview per the premium reference). Decompose buyer personas into **user personas** (admin / end-user / integrator are the canonical three; the persona scoping doc shows when to add more). Map each user persona to which collections they need: - Admin persona → `account-and-profile`, `settings-and-configuration`, `admin-sso-user-management`, `billing-and-plans`, `integrations` (admin views) - End-user persona → `getting-started`, `advanced-workflows`, `troubleshooting` - Integrator/developer persona → `developer-api`, `integrations` (technical views) Produce `00-article-matrix.md` listing every (persona, collection, article) cell to be generated. **You review and approve before phase 3.** ### Phase 3 — Per-cell article tuning (approval-loop pattern) Per [`.claude/rules/approval-loop-pattern.md`](../../../../rules/approval-loop-pattern.md): pick one representative cell from the matrix (highest-stakes; usually the `getting-started` × end-user × `setup` article). Generate it using the matching template from the premium reference. Show you the result. Edit prompt; regenerate. Two consecutive zero-correction rounds = locked tuning prompt. ### Phase 4 — Fan-out generation Apply the locked prompt across the remaining cells in the matrix via parallel sub-agents (Agent tool, multiple invocations in one message). Batch size: 5 cells per Agent call. Each cell produces one markdown file at `collections/{collection}/personas/{persona-slug}/{NN}-{article-type}.md`. **Each per-cell generation must explicitly pull from FOUR client sources** (not optional — these are the inputs that adapt the article to the client's voice and substance): | Source | What the article pulls | Where it lands in the article | |---|---|---| | `icp/{latest}-icp-research.md` | Persona-specific pain language, segment triggers, voice-of-customer phrases | Opening hook + benefits framing | | `positioning/{latest}-positioning.md` | Primary anchor, replace-not-add framing, status-quo alternatives | Capabilities/benefits articles' "When to use vs not" sections | | `messaging/{latest}-product-messaging.md` (unified) + per-product messaging files | Capabilities, value props, tagline, status-quo alternatives, proof points | Body claims, all capability/benefit assertions | | `brand/{latest}-tov-analysis.md` | Sentence-length cap, vocabulary rules, third-vs-first-person rules, action-verb-first bullet rule, banned terms | Voice enforcement on EVERY sentence | If any of these inputs are missing or stale (>90 days), the agent flags before generating instead of inventing. Per `.claude/rules/exa-protocol.md` confidence thresholds for execution outputs: ≥60% verified claims required. Per [`.claude/rules/outbound-research-hygiene.md`](../../../../rules/outbound-research-hygiene.md) and the Genesys voice rules: each article must pass the **100 Posts Test for user-doc voice** — would this read authentically as one of 100 help articles, not as marketing copy? If "feels marketing-y," rewrite with second-person instructional voice and concrete UI references. ### Phase 5 — Intercom export Run `python3 scripts/export-intercom.py` (per the premium reference) to walk `collections/` and emit `intercom-import.json` — one collections array, one articles array, parent-child references intact. Hand off to client CX team for Intercom Articles API import. --- ## Voice + brand binding Before generating any article, read the client's `tov-guidelines` and `brand/` outputs. Apply: - Per-client voice rules (e.g., ClientCo: no em dashes; ClientCo: brand name "ClientCo" one word; etc. — see client CLAUDE.md) - Help-center voice baseline (instructional, second-person, scannable, scannable bullets, no jargon, link out to related articles in the same collection) - Per [`.claude/rules/design-production.md`](../../../../rules/design-production.md), screenshots referenced by placeholder do NOT need design treatment in v1.0 — Intercom renders them as-is. Custom callout styling deferred to v1.1. --- ## Review gate Gate 3 (deep review) — every article is external-facing user documentation. Your review checks: 1. **Voice fit** — passes 100 Posts Test for user-doc voice (not marketing-flavored) 2. **JTBD framing** — opening sentence answers "what task does this help me complete?" 3. **Persona-collection mapping** — admin content stays in admin collections; end-user content stays in user collections 4. **Screenshot placeholders** — every UI claim has a `{{screenshot:...}}` placeholder OR an explicit text walkthrough 5. **Internal linking** — each article links to ≥2 sibling articles in the same collection 6. **Meta description** — present, ≤140 chars, contains the article's primary keyword If any check fails, push back to phase 4 for that cell. --- ## Integration with other skills - **Upstream:** `product-messaging` (required). `positioning`, `tov-guidelines`, `icp-behavioural`, `transcript-analysis`, `brand-kit` (recommended). - **Downstream:** `email-nurture` and `lifecycle` consume the published help-center URLs as link targets in onboarding sequences. - **Pairs with:** `aeo-content` for SEO surface (different audience: prospects vs activated users). --- ## Final ship gate Run `/premortem --output` before ship. See [`/premortem` skill](../../../meta/orchestration/premortem/SKILL.md) for the 5 execution domains (will-it-resonate / will-it-convert / will-it-stay-on-brand / will-stakeholder-push-back / will-it-degrade-over-time) and output template. Trivial-case escape: `## Premortem\nNo failure modes — trivial change` satisfies the contract for genuinely trivial outputs. --- ## Persuasion & stickiness pass Output complies with [persuasion-and-stickiness.md](../../../../rules/persuasion-and-stickiness.md) — Cialdini's 7 persuasion levers + Heath's SUCCESs. Deploy the 1-2 Cialdini levers that fit the reader's barrier (never all seven; every lever must be TRUE), run the SUCCESs diagnostic (Simple / Unexpected / Concrete / Credible / Emotional / Stories) over the near-final draft, then the rule's pre-ship gate. ---