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Embed Video Content in Help Center Articles

Last updated on Feb 25, 2026

Overview

The Help Center in Support Portal by Altores supports automatic embedding of video content from multiple hosting platforms. When you include a supported video URL in an article, the system automatically renders a responsive video player in place of the link, enabling customers to view instructional or explanatory content directly within the knowledge base.

This capability is useful for supplementing text-based documentation with visual demonstrations, product walkthroughs, or recorded training sessions.

Operational Objective

Embed video content from supported hosting platforms into Help Center articles to enhance the self-service experience for customers accessing your knowledge base.

Prerequisites

  • An active Help Center portal with at least one published or draft article (see Deploy a Help Center Knowledge Base)
  • Video content hosted on one of the supported platforms listed below

Supported Video Platforms

Platform URL Format Obtaining the URL
YouTube https://www.youtube.com/watch?v=VIDEO_ID or https://youtu.be/VIDEO_ID Copy the URL from the browser address bar or use the Share function
Vimeo https://vimeo.com/VIDEO_ID Copy the URL from the browser address bar or use the Share function
Loom https://loom.com/share/VIDEO_ID Use the Share function after recording or from the video library
Wistia https://SUBDOMAIN.wistia.com/medias/VIDEO_ID Copy the URL from the browser or use the Share & Embed function
Arcade https://app.arcade.software/share/VIDEO_ID Use the Share function from your demo library
Bunny CDN https://iframe.mediadelivery.net/play/LIBRARY_ID/VIDEO_ID Obtain the iframe URL from the Bunny CDN dashboard
Direct MP4 Any URL ending in .mp4 Use a direct link to the MP4 file from any hosting service

Formatting Requirements

For the automatic video embedding to function correctly, the following formatting conditions must be satisfied:

  1. Isolation -- The video URL must appear on its own line. It must not be embedded within a paragraph or adjacent to other text on the same line.

  2. Surrounding whitespace -- The URL must be preceded and followed by an empty line (a blank line above and below the URL).

  3. Link formatting -- The URL must be formatted as a clickable link in Markdown. Plain-text URLs that are not rendered as links will not trigger the embedding behavior.

  4. Exact URL pattern -- The URL must conform to one of the supported patterns listed in the table above. Modified, shortened, or non-standard URL formats may not be recognized.

Correct Formatting Example

This paragraph introduces the feature demonstration.

[https://www.youtube.com/watch?v=example123](https://www.youtube.com/watch?v=example123)

The following section continues with additional detail.

Incorrect Formatting Example

Watch this video: [https://www.youtube.com/watch?v=example123](https://www.youtube.com/watch?v=example123) for a quick overview.

In the incorrect example, the URL is embedded within a paragraph rather than isolated on its own line, which prevents the embedding system from detecting it.

Expected Behavior

When the formatting requirements are met, the Support Portal rendering engine automatically detects the video URL pattern and replaces it with a responsive video player. The player:

  • Adapts to the width of the article content area
  • Functions across desktop and mobile browsers
  • Loads on demand to minimize page load impact
  • Displays platform-native playback controls

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