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Generative search is available by default in standard themes released after March 26, 2025. If your help center uses a customized theme and does not have the {{generative_answers}} helper implemented, you must update your custom theme to add the {{generative_answers}} helper.

This article contains the following sections:
  • Determining eligibility
  • Updating your help center theme with the {{generative_answers}} helper

Determining eligibility

Eligible accounts can use the theme updater described in this article to automatically update their theme with the generative search helper. Eligibility is determined based on your current theme implementation and other factors.

If you're eligible for this feature, you'll find links to the updater in the following areas:
  • From the onboarding message that appears in Knowledge admin > Manage articles > All articles

  • From the error message that appears in Knowledge admin > Settings > Search settings > Quick answers (Manage).

If you're not eligible for the theme updater, you can edit your theme to add generative search results to your custom theme.

Updating your help center theme with the {{generative_answers}} helper

You can use the theme updater to insert the {{generative_answers}} helper in the code of your live theme.

After the theme update is complete, you’ll be given the chance to preview the results and either publish, or deselect this feature. If you deselect the feature, your help center end user experience will remain the same as it was before you updated the theme.

To update your theme
  1. Open the theme updater from the message that appears to eligible users in one of the following locations:
    • In the message that appears in Knowledge admin > Manage articles > All articles, Click Set up quick answers.
    • In the message that appears in Knowledge admin > Settings > Search settings > Quick answers (Manage), click Theme updater.

    The theme update begins and displays a status message while the update is ongoing. When the update is complete, the theme design page opens with an onboarding message flow.

  2. Read the onboarding messages and click Next to proceed through the first and second message.

  3. When you're finished reading the third message, click Close.

  4. Review the preview displayed in the theme preview page.

    This view shows you what users will see when they perform help center searches with generative search. You can test quick answers with your own queries to see how quick answers will appear to end users before moving on to the next step.

  5. Indicate whether you want to use generative search in your help center. If you:
    • Want to use generative search in your help center as shown, click Publish. Your theme is published with quick answers enabled for users performing help center search.
    • Don't want to show generative search results in your help center, deselect the Enable quick answers helper checkbox in the left navigation pane. Generative search is not enabled and no changes have been made to your theme.
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