⛔️ Please avoid referencing the software’s brand name. Due to multiple product rebrands over time, including the name often requires the content team to update a wide range of materials—such as articles, videos, and other resources—each time a change occurs.
📝 Headers:
💡 The headers are what dictates the table of contents, so please follow the logical order of header levels. Titles should be inclusive of “How To”.
Main Header
H1 Bold: This is used for first tier topics and we always BOLD it.
Secondary Topic - Second Tier
H2: This is used for second tier topics.
Third Topic
H3: This is used for subsets within second tier topics.
Fourth Topic
This is used for subsets within third tier topics. This is very similar to bolding a normal font.
🧾 Table of Content Verbiage:
💡 The headers are what dictates the table of contents, so please follow the logical order of header verbiage. All of the titles listed below may not be needed for every page.
📝 Overview
Describe what the feature/article will be discussing.
🔑 Authorizations
Any specific Employee/User authorization or role necessary to setup or access feature.
🛠️ Setup
What does our customer need to do to be able to use this feature? Often times, collapsible sections will be used as this can be a long list.
📊 Reporting
Does the feature have a report ties to it as well?
🧑💻 Customer View
Some features are initially set up on the admin side but in the end, it is helpful to note how the customer uses the feature.
❓ FAQs
Any last notes or random things about feature that should be pointed out can be added in a FAQ section.
🔘 Buttons
💡 These are used to navigate customers to a different page, URL, etc. Buttons should be centered.
Used to link to other Help Center Articles:
Used to link multiple other Help Center Articles in same callout:
Use for available software or document downloads:
Use to link to external (non DaySmart) URLS:
If an articles is a part of a series that could not be combined into one article.
🗯️ Callouts
💡 Callouts are used to bring attention to a specific topic and/or break up a large section to ensure we keep the customer's attention.
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💡 Used for additional info
🔔 Used for new features / enhancement announcements and "process completion - please proceed"
🧠 Used for examples
⛔️ Stop-gap - Will not be able to proceed if x, y, z
⚠️ Warning - Need to double check something
Callouts within a numbered or bulleted list
As Intercom is now, Callout boxes can not be put into a bulleted or numbered list. To add a callout in this scenario, use the following format:
Use "✍️Note:" or "⚠️Important:" before the content you want to call out
Using Callouts for tables of contents for headers within collapsible sections
There are also times we use callouts as another table of contents if there are headers within collapsible sections that should be easily accessible:
👍 Accepted Emojis
💡 This is a list of the common emojis that we use for headers and/or callouts within an article.
Please use the following to search for emojis: https://emojipedia.org/
This site's emoji work for both mac and pc users without going greyscale.
Calendar = 📆 | Desktop = 🖥️ | Mobile = 📱 |
Tips = 💡 | Caution = ⚠️ | Search = 🔍 |
Feature Update = 🔔 | Stop Gap = ⛔️ | Example = 🧠 |
Troubleshooting = 🛠️ | Settings (H1) = ⚙️ | Settings (H2) = 🔧 |
Where = 📍 |
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Tip: Can add Emojis/Symbols within Intercom articles by Right Clicking on your mouse.
📋 Lists
💡 This section describes the different types of list objects and how they should be used.
Bulleted List
This should be used for a generic list of collection of items.
For example, if we're talking about the proper callout colors to use:
Green - Used for new features / enhancement announcements and "process completion - please proceed"
Yellow - Warning - Need to double check something
Gray - Used for examples
Blue - Used for additional info
Red - Stop-gap - Will not be able to proceed if x, y, z
Number List
This should be used for step by step instructions.
Click the link to navigate to the page.
Scroll down to the bottom of the page.
Click save.
Once it's saved, click publish.
🚀 List Spacing Examples
💡 This section describes how to properly space the different types of list examples.
Single Space - Used for quick lists that are not inclusive of specific steps to complete a process
Space Between - Used for steps in a process or lists with longer verbiage
🚀 Collapsible Sections
💡 This section describes how to properly use collapsible sections.
✅ Collapsible sections can be used appropriately in a number of ways. They're used to condense bulk information into manageable sections or separate long step processes so our readers can pick up in the middle of a task.
⚠️ Collapsibles should NOT be used to simply reduce the amount scrolling within an article.
↪️ Collapsibles Below Headings
Use collapsibles under headings so our readers know exactly what's within the collapsible section, as seen below. Depending on where the content sits within the articles, H1s, H2s, or H3s can be used.
✍️Collapsibles Below Descriptions
Descriptions of each collapsible section may be used below the header but above the collapsible to further elaborate on the content within the collapsed section. Descriptions under headers also help power Fin to find and pull accurate content during customer conversations.
🧠 Pro tip:
Additional spaces may be added below each collapsible to further section of the information. Use your best judgement in this case.
Use the verbiage below for the collapsible's text:
“Click the arrow to learn more about _____”
“Click the arrow to view the process of ________”
“Click the arrow to learn how to ________”
Do not include punctuation at the end of the sentence
Click the arrow to learn more about opening a collapsible section
Click the arrow to learn more about opening a collapsible section
By clicking the arrow you opened it. Great job!
⛔ What to avoid:
Avoid using collapsible sections simply to shorten the length of the article. Collapsibles should not be used for simple paragraphs or short callouts. We want to avoid our readers getting "click fatigue" while trying to navigate our help centers.
Here are examples of incorrect uses of collapsible sections:
⎅ Dividers
💡 Dividers are used to break up the pages so that they look less overwhelming and more organized - shows clear division of different sections.
System Dividers
System dividers are the ones included within the Intercom style options that are just a straight gray line across (please see above how this page is sectioned).
These should be used before any new H1 Header throughout the article.
These should be an enter before and after the header to give it a little more space.
Example of divider spacing:
Custom Dividers
Custom dividers are used to break up large articles that have a few different processes incorporated, these typically have different topics included.
These should also be used before any new H1 Header to start a new section topic.
These should also have an enter before and after the header to give it a little more space.
Optionally, you could add a divider above and below the header if you're entering a section that breaks down multiple topics in a list. See example below:
Examples:
🔤 Word Formatting
💡 This section covers the different type of formatting options for words.
Bold
H1 Titles
Callout Titles
Emphasize words or phrase
Italicize
Italicize "Optional" when creating a optional step.
Example: (Optional) Enter in the patient's chip number in the Chip field.
URL
When embedding a link in text / sentence, embed the link in the word “here”
Bold “here” and when the word is linked to a URL, it will be underlined
This makes it obvious for the customer
Symbols / Verbiage Clarification
Use “&” vs. “and” in titles / headers
Use "FAQ" vs "Frequently Asked Questions"
📸 Images
💡 Images should be centered - Size will depend on how clear / how small aspects of the image are
Highlights should always be red.
Recommended program to use is Monosnap
🎥 Videos
💡 This section will cover when to use an embedded video vs. a video link within the articles.
Embedded Video: After a section overview / after a section header if no overview. Embed the video link into the video title, which will help Fin AI know there is a video in the article.
Video Link: If a video is from an external source (a non DaySmart Video)
❓ FAQ Section
Title label for section is “❓ Frequently Asked Questions (FAQs)”
The verbiage underneath the title should be: "Find answers to common questions or additional details that may not be covered in the main instructions." in normal text.
Each question is labelled as H3 font
Underneath each question, have a collapsible section for the answer. The collapsible verbiage under the question: ”Click the arrow to see the answer”.
The font should be “normal”. If it is adding the wrong font style, highlight the line and unselect whatever it is trying to use.
When adding the next question, collapse prior answer and add 2 extra spaces between the previous answer and the next question. This ensures questions are appearing where they should.
Once finished, always check to make sure collapsible are appropriately hiding content.
Example:
