Show help articles in the chat widget
Link an EngageOne help center portal to your website inbox so the chat widget shows popular articles and lets visitors browse your help center.
On this page
Link your help center to your website inbox so visitors can read answers inside the chat widget before they start a conversation.
What visitors see
When a portal is linked, the widget's home screen shows a Popular Articles card:
- Up to six of your most viewed published articles.
- A View all articles link that opens your help center's categories inside the widget.
Clicking an article opens it in the widget, so visitors don't leave your website. If they still need help, they go back and start a chat.
Before you start
- You have a help center portal with at least one Published article. See Set up a help center.
- You have a website live chat inbox, and the widget is installed on your site. See Install the widget.
- You are an administrator.
Link a portal to your website inbox
- Go to Settings → Inboxes.
- Open your website inbox and go to the Settings tab.
- Find Help Center and choose your portal from the list.
- Click Update.
Open your website and the widget. The Popular Articles card appears on the home screen.
To stop showing articles, choose None under Help Center and click Update.
Note: Each inbox can show one portal. If you run several brands, create one website inbox per brand and link each to its own portal.
Match the widget language to your portal
The widget shows articles in the visitor's widget language. That language must exist in your portal:
| Widget language | Portal languages | Result |
|---|---|---|
English (en) |
English | English articles are shown. |
Portuguese (Brazil) (pt_BR) |
Portuguese (pt) |
Portuguese articles are shown, because the base language matches. |
French (fr) |
English and Spanish only | No articles are shown. |
If the card doesn't appear, add the missing language to your portal and translate a few articles. See Custom domain and languages.
The widget language comes from your account's language, or from the locale option in your widget script. See Supported languages.
Which articles appear
- Only Published articles are shown. Drafts and archived articles never appear.
- Articles are ordered by views, so the list changes as visitors read different articles.
- Only articles in the matching language are shown.
Tip: To push an article into the list, link to it from your website or emails. The more it's read, the higher it ranks.
Show the chat widget on your help center
You can also link the other way round, so your help center pages show a chat bubble:
- Go to Help Center → Settings → Integrations.
- Under the live chat option, choose your website inbox. Choose No widget to remove it.
- Click Save changes.
Troubleshooting
| Problem | Likely cause | Fix |
|---|---|---|
| No articles card in the widget | No portal is linked to the inbox | Choose the portal under Help Center in the inbox's Settings tab |
| No articles card, but a portal is linked | The widget language isn't one of the portal's languages, or there are no published articles in it | Add the language to the portal, or publish articles in it |
| An article you just published is missing | It has fewer views than the top six | It appears once it's among the most read, or visitors can find it under View all articles |
| Changes don't show on your website | The page is using an older copy of the widget | Reload your website. See Refresh your browser |