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.

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Doctrine inherited (Step 7 — 0626 rollout, locked 2026-06-04)

Output complies with:

• output-tenets.md — the seven tenets
• output-simplicity.md — length caps, three-layer source placement, robot-tells ban
• 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."

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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

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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

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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: 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 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.

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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, screenshots referenced by placeholder do NOT need design treatment in v1.0 — Intercom renders them as-is. Custom callout styling deferred to v1.1.

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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.

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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).

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Final ship gate

Run /premortem --output before ship. See /premortem skill 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.

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Persuasion & stickiness pass

Output complies with 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.

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