Help center
Your ThriveDesk help center syncs on its own. Edit an article and the next answer uses the new version.
Lumen Goods Help Center · 86 articles
Train your AI agent on what your team already knows
Give it your help center, website pages, files and snippets, then teach it from real conversations. Fix a wrong answer once and every customer after that gets the right one.
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How it works
Where each answer comes from
Neo, ThriveDesk’s AI agent, answers from the sources you add and the fixes your team makes. It works alongside guidance, which decides how Neo says things, and skills, which give it the steps for one kind of request.
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It searches your sources first
Before it replies, Neo looks through your help center, website pages, files, snippets and Q&A for the parts that answer the question.
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It answers from what it found
The answer sticks to what your sources say. When they don’t cover the question, Neo says so and offers a teammate instead of guessing.
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Your team’s fixes carry over
A fix becomes a snippet or an article edit, so every conversation after it gets the right answer. Questions it couldn’t answer go to Suggestions.
Sources
Train it on the content you already have
Most teams start with their help center and a few policy files, then add snippets as questions come up.
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Website pages
Add one page or a whole section, like your FAQ, size guide or shipping page. It re-syncs every week.
lumengoods.com/pages · 42 pages
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Files
Upload PDFs, Word docs and spreadsheets: return policies, care guides, price lists.
Shipping and returns policy.pdf
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Snippets
Short facts that don’t need an article, like when a sale ends or a carrier is running late. Give one an end date and it turns itself off.
Holiday orders ship from Dec 2
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Q&A
A question and the exact answer you want, for anything that has to be worded just so, like warranty terms.
Is the Stoneware Mug microwave safe?
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Your team’s replies
Neo reads how your team answered past conversations and suggests snippets from them. Nothing goes live until someone approves it.
1,240 past replies
Testimonials
“ ThriveDesk is really easy to use while being super effective. I can say without a doubt that ThriveDesk is the best live chat software for small businesses. ”
“ The ThriveDesk team truly exceeded expectations with their exceptional work on integrating SureCart. Their dedication resulted in a powerful integration that surpassed all our requirements. ”
“ As our business and list of clients grew, user classification data became vital for us. We needed to serve our premium customers first to keep our business running. ”
“ At some point, we were paying top dollar yet not all our support requirements were being met. After some digging, we found ThriveDesk. ”
“ I love ThriveDesk so much. It’s easy to use and user friendly — the best choice for anyone who wants to modernize a classic support system and get live chat built in. ”
Muslims Day
“ The performance of ThriveDesk is very good, and it’s intuitive. I just tried the AI chatbot — add a few knowledge base articles and it’s answering mostly correctly. ”
What is training in ThriveDesk?
Training is how you teach Neo, ThriveDesk’s AI agent, what to answer. You add sources like your help center, website pages and files, and your team corrects Neo’s answers in real conversations. Neo answers from what you’ve taught it.
What can I train Neo on?
Your ThriveDesk help center, pages from your website, files (PDF, Word and spreadsheets), snippets, question-and-answer pairs and your team’s past replies. Most teams start with the help center and a few policy files, then add snippets as questions come up.
How does Neo stay up to date when my content changes?
Your help center syncs when you edit an article. Website pages re-sync every week, or right away when you click Sync now. To update a file, upload the new version. Snippets can be turned off, or given an end date when they’re about something temporary like a sale.
How do I fix a wrong answer?
Open the conversation, mark the answer as wrong and write what Neo should have said. Then choose where the fix goes: a new snippet, an edit to a help article or a piece of guidance. Neo uses it from the next conversation on.
What happens when Neo doesn’t know the answer?
It tells the customer it doesn’t have that answer and offers a teammate instead of guessing. The question also shows up in Suggestions, so you can add what was missing.
How does Neo find gaps in my content?
It groups the questions it couldn’t answer, or handed to a teammate, by topic and shows how often each one comes up. For each gap it can draft an article from the way your team answered those conversations. You review the draft and publish it.
Does Neo learn from my team’s replies?
It reads how your team answered past conversations and suggests snippets and articles from them. Nothing goes live until someone on your team approves it.
Can I keep some content for my team only?
Yes. Mark a source as internal and Neo uses it when it drafts replies for your team, but never quotes it to customers. It suits pricing notes, supplier details and how-we-handle-it docs.
Do I need to translate my content?
No. Neo answers in the customer’s language using the content you already have, even when it’s only written in English.
How is training different from guidance and skills?
Training gives Neo the facts, like your return window. Guidance decides how it says them: the tone, the words and what it won’t promise. Skills give it the steps for one kind of request, like a refund.
Do I need an engineer to set it up?
No. Connect your help center, paste a web address or upload a file. There’s no code and no prompt to write.
Where your training shows up
See all use cases-
Self-service help center
A searchable help center on your domain, with AI answers in chat.
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Internal knowledge base
Private docs next to the inbox, so every agent answers the same way.
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Automate support
Answer routine questions on email and chat, and pass the rest to your team.
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Reply drafter
Drafts written from your help center, so agents edit instead of starting cold.
