Help center in live chat

Many of the questions that land in your live chat already have an answer in your help center. The visitor just never found it, because the help center is on one page and the chat is on another. So they write, and wait, and someone on your team pastes in a link to an article you wrote months ago.

Your help center can now live inside the live chat.

Answers first, a conversation when it’s needed

Pick one of your help centers on the live chat channel, and the widget’s front page turns into a help center visitors can browse. They can search your articles and FAQs, move through your help center’s folders just as they would on the help center itself, and open an article right there in the widget. FAQs are listed as questions that open to show the answer, and breadcrumbs show where they are.

Starting a new conversation and opening previous ones stays at the top, so getting hold of your team is never more than a tap away.

Only what you’ve published, in their language

The widget shows published content only, so drafts stay drafts. Content is shown in the language closest to the visitor’s. If no help center is connected to the live chat, the widget works just as before, with the visitor’s conversations and the option to start a new one.

Link straight to an answer

Your website can open the widget directly on a specific help center article or FAQ through the live chat’s JavaScript API. That’s useful for a “How do returns work?” link on your checkout page, for example.

Where to find it

Choose the help center in your live chat channel’s settings. The help center in the widget is available from Herodesk Basic. Read more about the Herodesk live chat and the help center.