Custom domain and languages

You can show your help center on your own web address, such as help.example.com, and publish it in more than one language.

Use a custom domain

By default, your help center uses your EngageOne address, for example https://<your-engageone-domain>/hc/acme-help/en. A custom domain lets customers use an address on your own website instead.

Step 1: Add the domain in EngageOne

1. Go to Help Center → Settings.
2. Open the Domain tab.
3. Click Add custom domain.
4. Enter the full subdomain you want to use, for example help.example.com. Don't include https:// or a path.
5. Click Add domain.

EngageOne then shows the DNS configuration you need.

Step 2: Add a CNAME record

1. Copy the CNAME record shown in the DNS configuration window. It looks like this:

help.example.com  CNAME  <your-engageone-help-center-host>

2. Sign in to the company that manages your domain's DNS, such as your domain registrar or hosting provider.
3. Create a new CNAME record:

4. Save the record.

If someone else manages your DNS, enter their email under Send instructions in the same window and click Send. EngageOne emails them the steps.

DNS changes can take from a few minutes to several hours to take effect.

Step 3: Make sure HTTPS works

Your custom domain needs a valid security certificate so browsers can open it over HTTPS.

• The CNAME record only sends visitors to EngageOne. It doesn't create a certificate.
• The person who manages your EngageOne installation (your server administrator, or DRIANSH if DRIANSH manages the installation for you) must make sure the server accepts the new domain and has a certificate for it.
• Contact them after you add the record, and test the address in your browser before you share it with customers.

On some installations the Domain tab shows a status such as Awaiting verification or Live. If no status appears, check the address in your browser instead.

Important: Use a subdomain such as help.example.com or support.example.com. Don't use your main website address, because a CNAME record would replace your website.

To change or remove the domain later, open the Domain tab and click Edit.

Publish your help center in several languages

Each language is called a locale. A portal can have several locales, and every locale has its own categories and articles.

Add a locale to a portal

1. Go to Help Center → Locales.
2. Click New locale.
3. Choose the language.
4. Under Status, choose Published to show it to customers now, or Draft to prepare it first.
5. Save.

Manage locales

Open a locale's menu on the Locales page to:

Each locale card shows how many categories and articles it has, so you can see which languages need more work.

Create categories in a locale

Categories belong to one locale.

1. Go to Help Center → Categories.
2. Choose the locale at the top of the page.
3. Click New category and fill in the Name, Slug and Description in that language.
4. Click Create.

Write articles in a locale

1. Go to Help Center → Articles.
2. Choose the locale at the top of the page.
3. Click New article and write the article in that language.
4. Choose a category from the same locale and click Publish.

Translate existing articles

If AI features are turned on for your workspace, EngageOne can translate articles for you:

1. Go to Help Center → Articles.
2. Select one or more articles.
3. Click Translate.
4. Choose the Target language and, optionally, a Target category.
5. Click Translate.

If a translation already exists in that language, EngageOne warns you. Click Overwrite and translate to replace it.

Tip: Always ask a fluent speaker to review translated articles before you publish them.

Related articles

• Set up a help center
• Widget settings
• Introduction to the EngageOne AI Assistant