Community · Coming soon
The question asked twice gets answered once.
We’re building a customer forum inside Help.ai: questions, replies, accepted answers, and moderation, with AI that drafts replies for a moderator to approve.
Join the waitlist- Questions, replies, and accepted answers
- AI drafts, moderators approve
- Members kept separate from your team
Your best answers are stuck in private chats.
An operator writes a careful workaround in Inbox. Next week, another customer hits the same wall and asks again. Community, now in development, will give answers like that a public home, where customers find them, add to them, and mark the one that worked.
Answers that stay found
Solved threads will be searchable, so the next customer with the same question lands on the answer instead of opening a new chat.
AI drafts, people decide
AI will draft replies to new questions. A moderator reads, edits, and approves before anything posts under your name.
Hard threads become tracked work
When a thread uncovers a bug or a billing exception, your team will be able to track it as a Case with an owner and a status, instead of losing it in the replies.
How it will work.
Set up categories
Create categories for product questions, how-tos, and open discussion.
Members ask and answer
Customers join as members, separate from your workspace team. They post, reply, follow threads, and see the accepted answer at a glance.
Moderate with help
Approve the AI drafts worth posting, and hide reported posts that don’t belong.
Where a forum earns its place.
A forum works best next to the rest of your support, not off to the side on a separate tool.
Peer support
Experienced customers answer the questions your team has answered many times before.
Product discussions
Give power users a place to compare setups, share workarounds, and learn from each other.
Escalations that need an owner
When a thread needs your team, track it as a Case with an assignee, internal notes, and history.
Spotting trends early
Signals already flags support needs and product feedback in conversations. We plan to bring forum threads into the same review.
What we’re building.
Community is planned, not shipped. Here’s the shape of it.
- Categories and threads
- Questions and discussions organized by category, with replies and follows so members hear when a thread moves.
- Accepted answers
- The reply that solved it sits where everyone who arrives later can see it first.
- Moderation
- Members can report posts and moderators can hide them, so your team stays in charge of what the forum says.
- Separate member accounts
- Community members won’t be workspace users. Customers get a profile to post with, and your workspace stays closed.
Questions about Community
When will it be available?
Community is in development and we haven’t set a date. Join the waitlist and you’ll get first access when it opens.
Will AI post replies on its own?
No. AI will draft replies for a moderator to approve. Nothing it writes goes public until a person says so.
Are community members part of my team?
No. Members will be separate from your workspace team, so joining the forum never gives a customer access to your Inbox, Cases, or Library.
Why build a forum inside Help.ai?
Because the answers already live here. Community is being built alongside AI Agents, Library, and Cases, so a thread can draw on the same knowledge and become tracked work when it needs your team.
What can I use today?
Deploy an AI agent on your site, take over conversations in Inbox, and track follow-up as Cases. Community will give the answers from that work a public home.
Start your community early.
Join the waitlist for first access to Community when it opens.
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