The Help Center in Web2Chat is your all-in-one knowledge base solution that empowers your customers to find answers independently. It helps your support team reduce workload by offering users a self-service resource where they can access information, guides, and troubleshooting steps. The Help Center can be fully customized to align with your brand and integrated with Aura, Web2Chat's AI assistant, for seamless AI-powered support.
What Can You Do with the Help Center?
The Help Center offers a range of features to help you create an effective knowledge base:
- Customizable Knowledge Base: Organize information into categories for easier navigation. Create articles addressing common issues, step-by-step instructions, or detailed product explanations.
- Integrated Search: Users can quickly locate relevant articles using the search bar, which suggests results based on keywords.
- Multilingual Support: Reach a global audience by providing content in multiple languages.
- Aura Integration: Aura can suggest Help Center articles during customer interactions, providing relevant content directly through AI assistance.
Setting Up Your Help Center
Follow these steps to set up and customize your Help Center in Web2Chat.
1. Go to Help Center Settings
- Navigate to Help Center from your Web2Chat dashboard.
- From here, you will find different tabs such as 'General', 'Styling', and 'Homepage sections'.
- Configure options such as appearance, content categories, and default language settings.
2. Create Content Collections (Categories)
You can organize your Help Center by setting up categories. In Web2Chat, categories are referred to as "collections".
- Navigate to Knowledge Base → Collections and click Add Collection.
- Provide a name and description to help users understand what each category covers.
3. Add Articles to the Help Center
Web2Chat makes it easy for you to create a new article for your help center, so you can scale customer support effortlessly.
- Go to Knowledge Base → Articles and selecting + New Article.
- Add a title, description, and assign it to the appropriate collection.
- You can add images, callouts, buttons, videos, code snippets and more to your knowledge base article, and customize them however you want.
4. Integrate Aura with the Help Center (Optional)
Web2Chat comes with an advanced AI-powered assistant to help you enhance your help center and elevate your customer experience. You can learn more about Aura here.
- Enable Aura integration by purchasing the Aura Addons.
- After your purchase, navigate to Aura → Content.
- Train Aura with your own help center articles, external sources, snippets and uploaded documents.
- This will allow Aura to suggest relevant Help Center articles during customer interactions. Learn more about training Aura AI here.
Managing Your Help Center Content
You can easily manage your Help Center articles to ensure they stay current and helpful.
Editing Articles
- To edit an article, go to Knowledge Base → Articles and click Edit next to the article you want to update.
Archiving and Deleting Articles
- Archive an article by clicking on the 'Move to Draft' button to hide it from the public while keeping a record.
- Delete an article if it is no longer needed by clicking on the 'Delete' button.
The Help Center in Web2Chat provides a versatile and user-friendly platform for creating a knowledge base that supports your customers and streamlines your support processes. Follow the steps above to set up, customize, and manage your Help Center effectively.
If you need further assistance, contact our Customer Support or explore related documentation.