When your Customer Portal is connected to the chat widget, customers can search your knowledge base 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 Configuration.
- Find the Help center section.
- Select your Customer Portal from the dropdown.
- Click Save.
Once connected, the chat widget will display a search bar that customers can use to find articles. Matching articles appear as suggestions before the customer submits their message.
What customers see
When the portal is linked:
- The chat widget shows a search bar on the home screen.
- As a customer types a question, matching articles appear in real time.
- If the customer finds the answer in an article, they may not need to contact your team at all.
- If they still want to chat, they can open a conversation as normal.
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.
- Check which articles customers click before starting a chat. If they're reading an article but still reaching out, it may need to be improved.