Used in
Widget, hosted help, tickets, and review
Proactive Help
Show approved help or an active issue on the page where it matters.
AnswerLattice uses owner-approved page triggers to suggest relevant help and can show a temporary, expiring known-issue notice from the widget without rewriting permanent support knowledge.
Owner-approved page triggers
Contextual known-issue notices
Widget skips calls when disabled
Publish rule
Drafts stay review work until approved
Owner outcome
See what this feature changes in the support loop
Proactive Help
Proactive help should be helpful, quiet, and bounded.
The widget should not guess or interrupt everywhere. AnswerLattice keeps proactive prompts tied to active triggers, safe page context, cached trigger summaries, and approved support content.
01 / Proactive Help
Trigger by product page
Use safe route, feature, workflow, plan, or role context to match a prompt to the screen where the user is working.
Owner-approved page triggersContextual known-issue noticesWidget skips calls when disabled
02
Serve approved suggestions
Resolved trigger summaries can point to reviewed answers or support content instead of running broad lookup on every page view.
03
Skip when disabled
Runtime configuration tells the widget whether proactive help is enabled, so inactive tenants avoid unnecessary API calls.
04
Cache no-trigger states
When no active triggers exist, negative caching avoids repeated backend checks for the same page context.
05
Respect widget controls
Allowed origins, blocked routes, and safe context rules still apply before any proactive prompt appears.
06
Keep Known Issue notices separate
Set an approved issue message, affected page context, active window, and optional HTTPS status link. Expired or resolved notices stop rendering while approved answers stay unchanged.
Workflow
From page trigger to quiet in-app guidance.
Proactive help stays owner-controlled: configure the page trigger, attach approved support, let the widget display it only when eligible, and review feedback.
01
Map the support-heavy page
Attach the route or workflow to the product area where users need help.
02
Choose the runtime message
Configure reviewed help or a temporary known-issue notice for that page context.
03
Resolve the suggestion
Attach reviewed support content or an approved answer summary.
04
Let runtime gate the call
The widget checks capability state before requesting proactive help.
05
Review feedback
Use feedback and fallback signals to improve the trigger or support content.
Connected support outputs
Proactive prompts should follow the same review model.
A proactive suggestion is still support knowledge. It must stay scoped to product context, approved content, widget controls, and reviewable signals.
Feature layer
01
Proactive Help
Proactive Help turns structured support knowledge, safe page context, and owner approval into usable support output.
02
Scattered knowledge
Docs, tickets, releases, screenshots, recordings, and notes become widget help, hosted help, fallback, and answer review from one workspace.
03
Page context
Owner-approved page triggers
Support outputs
01
Widget
The prompt appears inside the same safe in-app runtime controls.
02
Approved answers
Suggestions can point to reviewed answer summaries instead of free-form guesses.
03
Product areas
Triggers stay attached to routes, workflows, and product areas.
04
Support review
Feedback and fallbacks keep proactive help reviewable.
05
Known issues
Temporary notices use the same bounded page-aware runtime but never replace an approved answer.
Support output layer
Proactive Help is one part of the full support layer.
A founder may start with proactive help, but the value comes from turning it into setup, in-app support, hosted help, fallback, and approved-answer review.
A familiar place for users to get help
Each feature is explained as something buyers already recognize: docs, FAQs, releases, tickets, feedback, notifications, or review work.
Feeds the support suite
The feature does not live alone. It helps turn scattered product knowledge, tickets, and signals into widget answers, hosted help, fallback, and owner review.
Owner control stays visible
Drafts, generated content, ticket gaps, and feedback remain reviewable before anything becomes official support.
Explore the support layer
Set up support
Create your workspace, add team access, turn starter sources into reviewed support drafts, and map the pages where users need help.
In-app help widget
Install one widget, pass safe page hints, accept explicit screenshot context, allow exact app origins, and answer users inside your app.
Help center and tickets
Turn scattered product knowledge into scannable docs, FAQs, owner answers, release notes, widget help, fallback tickets, feedback, and a focused read-only owner brief.
Review approved answers
See missing, stale, or release-affected support, review proposed changes, and approve what becomes official.
Worth checking
Before choosing proactive help, check the product fit.
Answer the evaluation questions before setup: how it launches, what stays safe, and how it differs from nearby support tools.
Setup path
Show how the feature fits into the widget, hosted help, fallback, and owner review before users depend on it.
View product mapSecurity boundary
Review safe page context, blocked private data, owner roles, fallback behavior, and approved-answer review.
Review securityCompare support options
See where AnswerLattice fits against chatbots, helpdesks, and static knowledge bases without treating them as the same product.
Compare optionsQuestions
What owners usually ask about proactive help.
Is proactive help enabled for every workspace?
No. It should appear only when configured and enabled for the workspace, with runtime capability checks preventing unnecessary calls when inactive.
Does proactive help auto-generate answers?
No. Proactive prompts should point to approved support content or reviewable fallback paths. They do not publish new official answers by themselves.
Will this increase widget cost on every page?
The runtime is designed to skip proactive calls when the feature is disabled and use trigger summaries and negative caching when no active triggers exist.
Is Known Issue Mode a public status page?
No. It is a contextual widget notice with an optional link to your existing HTTPS status or help page. It does not add subscribers, incident timelines, or a public status site.
Launch proactive help as part of the full support loop.
AnswerLattice works best when proactive help feeds widget answers, hosted help, tickets, and answer review from the same reviewed support knowledge.