Topic review status

ClickHelp organizes documentation into topics that move through a review workflow, such as draft, in review, and published. A Beam agent reads a topic's current status and last review date on a schedule, checking it against an approved rule, such as flagging any published topic past a set review interval. Where the rule applies, the agent updates the topic's status or notifies the assigned author directly. Topics with conflicting edits from multiple authors, or those tied to a product still in development, are routed to a person to resolve before the status changes.

Reader feedback on topics

ClickHelp collects reader feedback on published topics, such as a helpful or not helpful rating and optional comments. A Beam agent reads this feedback as it comes in, checking it against an approved rule, such as flagging a topic that receives a run of negative ratings within a set period. Where the rule applies, the agent updates the topic's status to flag it for review and notifies the assigned author. Feedback that includes a specific factual correction, or a comment about a sensitive topic, is routed to a person to read directly rather than summarized automatically.

Search analytics on the help site

ClickHelp records what readers search for on a published help site, including searches that return no results. A Beam agent reads this search data on a schedule, checking it against an approved rule, such as flagging a repeated search term with no matching topic as a gap in the documentation. Where the rule applies, the agent logs the gap against the documentation project and notifies the author responsible for that area. Search patterns that suggest a broader restructuring of the content are routed to a person, since only the gap logging itself is handled automatically.