AI Onboarding Across Chat, Help Center and In-App
Chat, articles and in-app help serve different needs. Choose the help that lets a new user keep moving through setup.
New users look for help in three places: chat, the help center and inside the product. Support AI agents cover chat and the help center, in-app guide platforms cover the product, and AI onboarding agents work with the user on the screen itself. Many teams combine two of them and connect them so the user never has to repeat themselves.
The three places new users look for help
Chat
Users ask quick questions and get a reply from a person or a bot. Chat gives them a place to ask when they do not know what to do next.
Help center
Users search articles and how-tos themselves. A help center supports people who want to find an answer and follow the steps on their own.
In-app
Help appears inside the product while the user works. It can explain the screen, show the next step or guide the user through setup.
Which platform types cover which channel
| Platform type | Chat | Help center | In-app | Example tools |
|---|---|---|---|---|
| Support AI agents | Yes | Yes | Partly, through a chat widget | Intercom Fin, Zendesk AI agents |
| In-app guide platforms | No | Partly, resource centers | Yes | Pendo, Appcues, Whatfix |
| AI onboarding agents | Partly, they talk with the user | Uses it as a knowledge source | Yes, on the user's screen | Obi by Cor |
These are general patterns by platform type. Coverage depends on the tool and how your team sets it up.
How they work together
Let users move from in-app help to chat when they need a conversation. Pass along the screen, task and question so they do not have to start again.
When AI cannot help, hand over to a person with the full context. Include the steps already tried and any problem that stopped the user.
Use a shared knowledge source for the help center, AI answers and in-app guidance. Keep the content up to date when the product changes so answers match everywhere.
Tools by type
AI onboarding agents
Obi by Cor is an AI onboarding agent. It runs onboarding sessions with each customer, explains the product, shows them around and, where permitted, completes setup tasks for them.
Support AI agents
Intercom Fin answers support questions using a knowledge base. It can pass conversations to a support team.
Zendesk AI agents answer questions through messaging tools. They connect conversations to a team's support workflow.
In-app guide platforms
Pendo combines product usage analytics with in-app guides. Teams use it to understand behavior and show users where to go.
Appcues builds onboarding flows, checklists and messages inside a product. Teams use it to guide users through known steps.
Whatfix provides in-app walkthroughs and help for software users. Its guides explain steps while users work.
Read our guide to AI in-app onboarding assistants for more on how these types of tools differ.
Frequently asked questions
Where do new users prefer to get help?
It depends on the moment. In-app help fits setup work, chat fits quick questions, and the help center fits users who want to find an answer themselves.
Can one tool cover chat, help center and in-app?
Some tools span channels, but coverage varies. Check whether in-app help is a chat widget, a fixed guide or hands-on setup help before choosing a tool.
What is the difference between a support AI agent and an AI onboarding agent?
A support AI agent mainly answers questions and handles support conversations. An AI onboarding agent works with the user during setup, explains the product and can complete steps where permitted.
How do I connect in-app help to support?
Provide a way to open chat or ask for a person from the in-app help. Pass along the screen, task, question and steps already tried so the user does not have to repeat them.
Do I still need a help center if I have an AI agent?
A help center still gives users a way to find answers on their own. It can also serve as a knowledge source for the AI, so keep its articles accurate and up to date.