Web2Chat lets you empower customers with the right information by sharing help articles directly through conversations.
This feature allows support agents to easily send published Help Desk articles to customers from within the Inbox, helping resolve issues faster and improving the overall support experience.
Sending Help Desk Articles from Web2Chat Inbox
In this section, you will learn how to share published Help Desk articles directly with users while responding to their queries in the Inbox.
By following the steps below, you can provide quick, helpful resources to customers and guide them toward solving their problems independently.
Step 1: Open a Conversation in the Inbox
- Log in to your Web2Chat dashboard.
- Go to Inbox from the left-hand menu.
- Select the conversation where you want to assist the customer.
Step 2: Insert an Article into Your Reply
- In the Reply section, click on the three dots (⋯) to open more options.
- Select the Article option.
- A popup will appear displaying all published Help Desk articles.
- Choose the article that best addresses the customer’s issue.
- Click Send to share the article link in the conversation.
What Customers Will See
When a support agent sends an article:
- The customer will receive a clickable link within the chat.
- Clicking the link will display the article content within the conversation so that they can find detailed information to help solve their problem.
If you need further assistance, contact our Customer Support.