If you’re someone who obsesses over user journeys, crafts onboarding flows, or curates just-in-time help inside the product this post is for you.
Because building a great in-product experience is more than just embedding articles or linking to documentation. It’s about making guidance relevant, timely, and invisible when it should be.
And for a long time, the Knowledge Center Bot (KC Bot) helped , but not without friction.
So we rebuilt it.
Over the next few posts, we’ll walk you through what’s new, what’s different, and most importantly how to think about using the KC Bot to support real user outcomes.
Why This Matters
The old KC Bot was functional — but rigid. It was fine if you had a single goal: “make docs accessible.” But today, teams want to do a lot more:
- Nudge users during onboarding
- Drive adoption of a specific feature
- Reduce support burden with contextual help
- Surface enablement paths for different personas
- Target content based on where the user is in their journey
That means your KC Bot needs to act less like a static panel of links and more like a dynamic, personalized layer of your product experience.
That’s the foundation for what’s new.
What You’ll Learn in This Series
We're breaking this down into a series of short, use-case-focused posts designed to help you implement faster and smarter:
- How to Choose the Right Layout & Widget
→ Grid vs. List? Task List or Content Group? We'll give you a matrix to decide based on your user’s intent.
- Designing Bots for Real User Journeys
→ From onboarding to feature adoption to troubleshooting — we’ll map workflows to widget strategies.
- Audience Targeting that Scales
→ One bot can do more than you think. Learn how to serve the right content to the right users using audience rules.
- How We Used the Bot to Onboard the Bot
→ A behind-the-scenes walkthrough of how we used the KC Bot itself to guide users through the upgrade.
- Content Strategy for In-App Help That Actually Helps
→ How to organize your docs, videos, and playbooks for quick access and deep engagement — without overwhelming the user.
- Any more updates that helps you level up on a timely basis
Who this is for?
Whether you’re a:
- Digital CS or onboarding lead looking to reduce time-to-value
- Product manager enabling new feature adoption
- CS Ops or PX admin scaling self-service enablement
...this series is meant to make you more confident and strategic with your in-product experiences.
Stay tuned next up: How to Choose the Right Layout & Widget Based on User Intent.