Adding your Help Center to your Messenger helps you scale your support and empowers your customers to help themselves. People often prefer to find their own answers with self-serve support and the Messenger is the perfect place for this, to keep it in the context of your website or app.

The article search card can be added to your Messenger above or below the “New conversation” card to increase your rate of self-serve resolution, and the amount of time your customers save:

Note: You need the Articles product and an active Help Center to ensure this works as expected.

You can also offer a tailored experience to different customers, by requiring that they search for articles before they can start a conversation with your team. This gives your self-serve resources the best chance at resolving a customer’s question.

Configure the article searching experience

In your Messenger settings, under “Integrate articles with your Messenger”, you can configure the self-serve experience for visitors and users:

Note: In this example, we’ll set it up for visitors, but the steps are the same for users.

Switch it on under “Let visitors search for articles":

If you only want certain groups of people to be able to search and browse your Help Center, you can define audience rules here too. For example, if you only have articles for a certain version of your product, you could restrict the Help Center to people who use that version.

Just click “+ Add audience rules”, and choose the criteria that your customers must meet to use articles in your Messenger:

Next, choose if they should be required to search for help before starting a conversation with your team. This will remove the new conversation button from your Messenger for these visitors:

This requirement can also be tailored for a specific group of users. For example, if your team is always available for your VIP customers, add an audience rule so only your free users have to search the Help Center first:

Important: A user must meet the first set of audience rules before they can meet the second, otherwise they won’t be able to start a conversation or search/browse the Help Center in the messenger

Moving the Help Center search card

To place your help content front and center, you can reorder the search bar in the messenger, so your customers see they can search before starting a new conversation:

How does it interact with messages and bots?

Outbound messages and Custom Bots send proactively. When these send they start a conversation whether or not a customer has browsed content in the messenger. If you want your customers to see your articles when they first open the messenger, you may want to turn off any outbound messages or bots on specific pages.

What’s it like for customers?

When someone opens your Messenger, they’ll see the option to search your articles wherever you've placed it in the Messenger, above or below the “new conversation” card (if they’re able to start new conversations):

By clicking here, they’ll see your Help Center’s collections which they can browse like this:

Note:

  • Customers will only be able to see articles that they’re permitted to view in your Help Center.

  • Collections and articles appear here in the same order as your Help Center.

  • If you don't support your customer's language, the default language of your help center will be shown. However, if you've localized your messenger and your articles, help content will be shown to match your user's browser language.

Or as they start typing, they’ll see live search results reflected here:

Tip: Your customers can also collapse the article to a smaller view if they need to:

If they return to the search results or to browse collections after viewing an article, they’ll also see the option to start a conversation with your team:

Note: This option is only available if you allow customers to start a new conversation.

From an article, if they react negatively, they can also start a conversation with your team:

New conversations are started as normal, with interactions from any bots you’ve configured to triage or targeted to answer.

Note: Your customers could have an article suggested that they have recently viewed.

The Help Center in your Messenger on mobile

Any configuration you choose for the Messenger on web, will also apply to the Messenger installed in your mobile app/s if you’ve updated to:

⚠️ If you use an older version of the SDKs, your customers can still search the Help Center from the Messenger, but they’ll see an older — now deprecated — experience.
This is the same experience used when you send the “Article search” app in messages or bots. Read more about it here.

What's next?

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