Answers from your knowledge base, and a human when it matters.
An open-source, AI-first support platform: a knowledge base plus a conversational agent that answers from your articles with sources attached, and hands low-confidence conversations to a human inbox. MIT licensed, self-hostable.
RETRIEVEANSWERESCALATE
no signal is not a low signal
Grounded answers. Gated actions.
Each of these exists in the codebase. We name the mechanism so you can hold us to it.
RAG with citations
Answers are retrieved from your knowledge base via embeddings and vector search, and every AI reply cites the articles it used. Grounding you can click.
Confidence-scored escalation
Each answer carries a grounding-based confidence score checked against a per-workspace threshold; below it, the conversation escalates to the human inbox. Absent confidence is treated as "no signal", not "low": the gate is deliberate, not a naive number compare.
The learning loop
Questions your KB cannot answer are collected and ranked by frequency, with one-click article creation. The gaps become the roadmap.
Bring your own model
Anthropic, OpenAI, Google, or Mistral per workspace with your own API keys, encrypted at rest with AES-256-GCM.
Drop-in widget
One script tag embeds chat and search with session persistence and a "Talk to a human" button.
A knowledge base agents can read
Your knowledge base speaks three machine protocols: llms.txt, an MCP server (search, read, ask), and Google’s A2A. Support for AI customers, not just human ones.
AI drafting CLI
Bootstrap a KB from your codebase, PRs, and releases. Everything lands as a draft flagged AI-generated. A human publishes.
Themes and migrations
Eight built-in themes plus migration CLIs from Intercom, Mintlify, and Notion.
Published packages
The SDK, MCP server, themes, and integrations ship as public npm packages under @helpnest.
Where it standsOpen source under MIT: the complete self-hosted app is on GitHub. A hosted cloud version exists as a separate closed service; the open-source repo is the real product, not a teaser.
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