Here are answers to the most common questions about the Web2Chat Help Center and how it can support your customer service needs.
General Questions
What is the Web2Chat Help Center?
The Web2Chat Help Center is a centralized knowledge base that enables your customers to find answers to common questions, troubleshoot issues, and learn more about your product. It integrates seamlessly with Web2Chat's suite of tools and Aura AI Agent to provide an exceptional self-service experience.
How does the Help Center work with Aura AI Agent?
Aura AI Agent uses the content in your Help Center to provide instant, accurate responses to customer inquiries. It analyzes articles to deliver contextual solutions directly in conversations, empowering your team to focus on more complex customer issues.
Who can access the Help Center?
The Help Center is accessible to all users with an active Web2Chat account. You can configure access settings to make certain articles available publicly or restrict them to logged-in users only.
Setup and Configuration
How do I set up my Help Center?
Setting up your Help Center is simple:
- Navigate to the Help Center Settings in your Web2Chat dashboard.
- Add a logo, customize colors, and select a theme to match your brand.
- Create collections and start adding articles to organize content.
- Publish your Help Center to make it accessible to customers.
Can I customize the Help Center's design?
Yes! You can customize the Help Center to reflect your brand identity by adjusting:
- Colors and typography
- Logos and favicon
- Navigation layout
Does Web2Chat support multiple languages in the Help Center?
Yes, Web2Chat supports multilingual Help Centers. You can create content in different languages and manage them in one centralized dashboard.
Content Management
How do I create Help Center articles?
- Go to the Articles tab in your Help Center dashboard.
- Click Create New Article and enter a title.
- Add content using the editor, including text, images, and links.
- Assign the article to a collection for easy categorization.
- Publish the article to make it live.
Can I organize articles into collections?
Yes, articles can be grouped into collections to make navigation intuitive. Examples of collections include “Getting Started,” “Billing,” or “Troubleshooting.”
How do I ensure my articles are optimized for search?
- Use descriptive titles and headings.
- Include relevant keywords customers are likely to search for.
- Tag articles appropriately to enhance discoverability.
Analytics and Insights
Can I track how customers use the Help Center?
Yes, Web2Chat can integrate with Google Analytics so that you can:
- Monitor article views and engagement rates.
- Identify popular articles and underperforming content.
- Gain insights into how customers interact with your Help Center.
How do I use these insights to improve my Help Center?
Use analytics data to:
- Update or remove low-performing articles.
- Create content around trending topics or frequently asked questions.
- Improve article readability and engagement based on customer behavior.
Integration and Automation
Does the Help Center integrate with Web2Chat Messenger?
Yes! The Help Center integrates seamlessly with Web2Chat Messenger to:
- Suggest relevant articles during customer conversations.
- Allow customers to self-serve directly from the Messenger widget.
Can I automate responses with Aura AI Agent?
Absolutely. Aura AI Agent uses Help Center content to provide automated, intelligent responses to customer inquiries. Ensure your articles are well-structured and up-to-date for the best results.
Troubleshooting
Why can’t I see my Help Center articles in the Messenger?
Ensure the following:
- The article is published and not in draft mode.
- The Messenger integration is enabled in your Help Center settings.
- The article is not restricted to logged-in users (if applicable).
What should I do if my Help Center isn’t driving traffic?
- Audit your articles for relevance and clarity.
- Optimize article titles and descriptions with SEO-friendly keywords.
- Promote your Help Center through email campaigns, social media, and on your website.
If you need more assistance, feel free to contact our Customer Support.
Related Articles
Learn more about using the Help Center: