Updated Helper Docs (effective after Hermit update)

helpers/krill.md

@@ -1,3 +1,48 @@
-Krill is the OpenClaw instance that functions as our support bot in #help and #ideas. It is hosted on Peter's account on https://exe.dev, and only Shadow can access it. It is responsible for answering support questions in #help automatically, with the full context of the docs and the codebase.
+# Krill
 
-If you need assistance with it, or it goes offline, directly ping Shadow.
+Krill is the OpenClaw AI instance that functions as our support bot in **#help** and **#ideas**. It has full context of the OpenClaw docs and codebase, and answers support questions automatically.
+
+## Hosting
+
+- Hosted on [exe.dev](https://exe.dev) (Peter's account)
+- Only **Shadow** has access
+
+**If Krill goes down directly ping Shadow.**
+
+## How Krill Works
+
+Krill cannot see a user's system. Krill has access to the latest docs + codebase and only information it has is what you include in your message. This means vague questions like "it doesn't work" are almost impossible for Krill to help with.
+
+## Before Posting to Krill
+
+Check the docs first — this is usually the fastest way to solve your issue:
+[FAQ: I'm stuck, what's the fastest way to get unstuck?](https://docs.openclaw.ai/help/faq#im-stuck-whats-the-fastest-way-to-get-unstuck)
+
+The recommended approach is to use a **local AI agent** that can see your machine and setup, which is often far more effective than asking in chat.
+
+If you still need help, include:
+
+1. **What you're trying to do** (goal / expected behaviour)
+2. **What happened instead** (exact error message)
+3. **What you ran or clicked** (commands, config snippet, etc.)
+4. **Your environment** (OS, install method, versions)
+5. **Relevant logs** (smallest useful snippet)
+
+Posts like "it doesn't work" without details are almost impossible to debug.
+
+## Tips for Getting Good Answers
+
+- **Be specific.** Krill performs best with clear, detailed questions.
+- **Paste error messages.** Krill can parse and diagnose errors quickly when given the exact text.
+- **Include code snippets.** If your question involves config or code, paste the relevant section.
+- **One question per message.** Splitting complex issues into focused questions yields better results.
+- **Follow up with context.** If Krill's first answer doesn't solve your problem, reply with what you tried and what happened.
+- **One Problem per thread.** If your initial question/issue is resolved, mark it as completed please and create a new thread for any new issues.
+
+
+## Limitations
+
+- Krill **cannot** access your filesystem, terminal, or browser.
+- Krill **cannot** run code or commands on your behalf.
+- Krill's knowledge is based on the docs and codebase — it may not know about very recent changes that haven't been synced yet.
+- For issues that require seeing your system state, a local AI agent is a better tool.

helpers/tools.md

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+# Helper Tools
+
+This is a reference of the tools available to the Helper team.
+
+## Krill (Support Bot)
+
+OpenClaw AI instance in **#help** and **#ideas** that answers support questions automatically using the full docs and codebase context.
+
+See [krill.md](krill.md) for detailed usage and guidelines.
+
+## Hermit Commands
+
+Hermit is our custom bot ([source](https://github.com/openclaw/hermit)). It provides three command groups:
+
+### `/helper` — Thread moderation utilities
+
+Commands for managing help threads. These also fire a webhook for tracking.
+
+| Command | What it does |
+|---|---|
+| `/helper warn-new-thread` | Warns that the thread is too long and should be split. Asks Krill to summarize the conversation. Optionally mention a user. |
+| `/helper close` | Close and lock the current thread (shorthand). Only works inside a thread. |
+| `/helper close-thread` | Posts a close notice, then archives and locks the thread. Only works inside a thread. |
+
+Hermit also automatically posts a **welcome message** when a new thread is created in the help channel, reminding users to include details (goal, error, commands, environment, logs). See [welcome-message.md](welcome-message.md) for the full template.
+
+### `Solved (Mod)` - Moderator solution marker
+
+Use the Discord message context menu item `Solved (Mod)` when a moderator needs to mark a reply as the answer for a thread.
+
+Why use it:
+
+- it marks the solution in Answer Overflow
+- it logs the moderation action in Hermit's worker event pipeline
+- it keeps thread-resolution handling consistent with the rest of the helper tooling
+
+## Answer Overflow
+
+Indexes **#help** threads for SEO so that common questions are discoverable via search engines. Managed at [answeroverflow.com](https://answeroverflow.com).

helpers/welcome-message.md

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+# Help Thread Welcome Message
+
+When a new thread is created in the help channel, Hermit automatically posts the following welcome message:
+
+---
+
+> Welcome to the help channel!
+>
+> Krill cannot see your system — it only knows what you tell it. The more details you include, the easier it is to help.
+>
+> If you haven't included it yet, please consider sending:
+>
+> What you're trying to do (goal / expected behaviour)
+>
+> What happened instead (exact error message)
+>
+> What you ran or clicked (commands, config snippet, etc.)
+>
+> Your environment (OS, install method, versions)
+>
+> Relevant logs (the smallest useful snippet)
+>
+> Posts like "it doesn't work" without details are very hard to debug.
+>
+> If new issues arise, please open a new thread/topic instead of continuing in this one. Keeping one issue per thread helps ensure answers stay accurate and makes it easier for others to find solutions later.
+
+---
+
+This template is defined in [hermit/src/events/threadCreateWelcome.ts](https://github.com/openclaw/hermit/blob/main/src/events/threadCreateWelcome.ts) and can be overridden via the `HELPER_THREAD_WELCOME_TEMPLATE` environment variable.

helpers/workflows.md

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+# Helper Workflows
+
+Common workflows and situations that helpers encounter.
+
+## When a Thread Goes Off-Topic
+
+1. Politely redirect the conversation back to the original question.
+2. If it continues, use `/helper warn-new-thread` to ask participants to move to a new thread.
+3. If the thread is beyond recovery, use `/helper close-thread` to archive and lock it.
+4. If the original question is still unanswered, re-surface it in a new thread after locking.
+
+## When a Thread Gets Too Long
+
+1. Use `/helper warn-new-thread` to warn users the thread is too long. This also asks Krill to summarize the conversation so far.
+2. If the thread continues or spans multiple topics, use `/helper close-thread` to post a close notice and archive/lock it.
+3. Ask the user to open a new thread with a clean summary including:
+   - The original goal
+   - What has been tried
+   - The current error or blocker
+4. Link the old thread in the new one for context.
+
+## When Someone Asks for Unrelated Help
+
+If someone asks for help that is **not related to OpenClaw** (e.g., general programming questions, other tools/products):
+
+1. Be polite.
+2. Let them know that **#help** is specifically for OpenClaw support.
+3. Close/Lock the thread please.
+
+## Escalation
+
+- **Recurring issue/bug:** If the same issue keeps coming up, let your Team Lead and/or Admin know.
+- **Krill is down:** Ping Shadow( Admin) directly.
+- **Security issue:** Escalate to Shadow (Admin) immediately.
+
+## Thread Hygiene
+
+- When a question is resolved and a moderator needs to mark the answer, use the `Solved (Mod)` message context menu item.
+- Do not rely on ad-hoc reactions or manual notes for this. `Solved (Mod)` updates Answer Overflow and records the action in Hermit's worker event flow.
+- One issue per thread — if a new issue arises, use `/helper warn-new-thread` to ask for a new thread.
+- Keep threads focused so that Answer Overflow can index them cleanly for others to find later.