Integrating your Help Center with your Messenger helps you scale your support and empowers customers to find answers directly from the Messenger.
Benefits of Article Suggestions
- Increased Article View Rates: By presenting article suggestions prominently, you can increase the view rates of your help articles.
- Self-Serve Support: Customers can find answers to their questions without needing to start a conversation, reducing resolution times.
- Reduced Repetitive Queries: By requiring customers to search for articles first, you can minimize the number of repetitive questions your support team handles.
How to Enable Article Suggestions In Your Messenger
The Article Suggestions card can be added to your Messenger above or below the "Start a conversation" card. This setup helps in guiding customers towards self-service options before initiating a chat.
- Navigate to Messenger--> Content.
- Click on the "Customize Home with apps" tab.
- Click on the Add an app button.
- From there select 'Article Inserter'.
- In the left sidebar opens, search for the article to display and select it so it is suggested when customers open the messenger.
- Click "Save" to apply the new settings.
When a customer opens your Messenger, they will see the option to search your articles along with a list of suggested articles as shown below.
By enabling Article Suggestions in your Messenger, you provide a streamlined and efficient support experience, encouraging customers to find answers independently and reducing the workload on your support team.
If you need further assistance, contact our Customer Support.