When your Customer Portal is connected to the chat widget, customers can access frequently asked questions directly from the chat window before (or instead of) starting a conversation with your team.
This can significantly reduce your support volume for common questions.
Connecting the portal to the widget
-
Go to Settings → Inboxes and open your chat widget inbox.
-
Click Manage.
-
Find the Quick help links section.
-
Select your Customer Portal from the dropdown.
-
Click +Add help articles.
-
Select the articles you want displayed. You can also search from specific article for faster setup. Once you are satisfied with your selection, click on Add quick links
Once connected, the chat widget will display articles you selected.
Tips
- Make sure your most frequently asked questions are covered by published articles so customers can self-serve effectively.
- Keep article titles clear and question-like (e.g. "How do I track my order?") — these match better against customer searches.