Wix Answers Help Center

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Customizing Your Help Center

Create a Help Center that fits your needs and matches your brand. From design features to SEO and webhooks, the customization possibilities are endless. Find out what and how to personalize your Help Center to make it your own!Customize Your Help Center URLWhen you sign up to Wix Answers the default URL for your Help Center looks like this: <businessname>.wixanswers.comFor a more professional look, you can connect your Help Center to a subdomain of your company domain. Your Help Center URL will then be:help.<yourdomain>.comLearn more about your Help Center's URL. Choose Your Help Center TemplateChoose between three professional templates: Moderna, Grande and La Liste. You can select each template to preview it and pick the one that best suits your style and personal brand.Learn more about choosing a Help Center template. Brand Your Help CenterWix Answers gives you the design tools you need to customize the look and feel of your Help Center. You can change the logo, add a background image and switch the colors. You can also customize the text that appears on your Help Center pages to match your business's tone and voice. Learn more about branding your Help Center. You can use custom Cascading Style Sheets (CSS) to further customize your Help Center's appearance and design. Learn MoreProvide Multilingual SupportAdd more languages to your Help Center and localize your content to better serve customers in their own language. Learn more about adding languages to your Wix Answers account. Help Center AccessBy default, your Help Center content is public and therefore accessible to anyone. You can choose to limit access to signed in users or team members only.Learn more about limiting your Help Center to logged in users only. Automatically Send Emails to Your CustomersWix Answers comes with several customizable, dynamic email templates that are automatically sent to your customers when specific actions occur.You can customize the automatic notification emails sent to customers who are following Feature Request or Known Issue articles in your Help Center. Learn MoreYou can also customize the email verification template sent to customers if you've restricted access to your Help Center. Learn MoreCustomize Your Contact FormWhen using your Help Center or widgets as support channels, you can customize their contact forms. Add custom fields to your form to gain valuable information about your customers and the issues they're experiencing. The more you know about your customers the better your replies will be!Learn more about creating custom fields for your contact forms. 

Installing a Widget on Your Website

Install your Widget to allow visitors to review articles or reach out for help from any page on your site. To embed your Widget, copy its code and add it to your site's HTML code. Repeat the steps below for each language in which you'd like to install your Widget. Have a Wix site?Learn how to add your Widget to your Wix site. Before you begin:Create your Widget and customize it to fit the needs of your customers and your business. Note:We're currently in the process of releasing a new version of the Wix Answers Widget. If you don't see the steps below in your widget settings, click here for directions. To install your Widget on your website: In the Wix Answers app, go to Settings > Support Channels > Widgets. Hover over the widget you'd like to install and click the Vertical Show More icon . Click Install on site.Click Copy Code next to the language of the Widget you're installing.  Paste the code into the body of the HTML at the top of the page(s) in which you want the widget to appear.Note:Currently, adding more than one widget per page is not supported by Wix Answers. 

About Wix Answers Insights

Use Wix Answers Insights to analyze Key Performance Indicators (KPIs) and make data-driven decisions regarding your customers' issues, your support team's efficiency, and your Knowledge Base's effectiveness.Choose between the following dashboards to discover charts and tables filled with powerful data created by your Wix Answers account.Important:To access Insights, you must be an administrator or have a custom role with Insights & Analytics permissions enabled. Top IssuesDiscover your business' top support issues by analyzing the articles linked most by your team members. Filter the table to drill down into specific time ranges, languages, article types, and help center categories.Show me howHover over the Insights icon in the side panel and click Top Issues.Learn more about Top Issues Insights.Ticket InsightsUse customizable line graphs and tables to analyze a wide variety of ticket metrics in Ticket Insights. Show me howHover over the Insights icon in the side panel and click Tickets.Learn more about Ticket Insights.Knowledge Base InsightsDiscover the strengths and weaknesses of your Help Center within Knowledge Base Insights. Analyze your articles based on numerous criteria including most viewed, most helpful/unhelpful, most popular feature requests, most popular/unanswered search terms, most common known issues and more. Show me howHover over the Insights icon in the side panel and click Knowledge Base.Learn more about Knowledge Base Insights. Call Center InsightsFine-tune your Call Center to be more efficient and effective based on your Call Center Insights dashboard. Make sure you're hitting your Service Level Agreements (SLAs) per queue by checking important metrics like average wait times, average call duration, call volume and more. Show me howHover over the Insights icon in the side panel and click Call Center.Learn more about Call Center Insights. Team Performance InsightsMeasure your teams' success from your Team Performance Insights dashboard. Compare call center, ticketing, and knowledge base team members to discover your top-performing agents, groups, and locations. Important:To access Team Performance Insights, you must be an administrator or have a custom role with Access Team Performance enabled in the Insights & Analytics permissions. Show me howHover over the Insights icon in the side panel and click Team Performance.Learn more about Team Performance Insights. SLA Ticket InsightsCheck how well you're meeting SLA goals with SLA Ticket Insights. Analyze SLA ticket response and resolve target timeframes using various charts and filters. Show me howHover over the Insights icon in the side panel and click SLA.Learn more about SLA Ticket Insights. Chat InsightsAnalyze chat metrics to uncover areas in which you can improve your Live Chat support. Measure the number of chats you receive and reply to, the time it takes to end them, and your first response speed. Show me howHover over the Insights icon in the side panel and click Chat.Learn more about Chat Insights. 

Editing Your Help Center's SEO Settings

Create unique SEO (Search Engine Optimization) customizations for your Help Center so you can optimize your pages and rank higher in search engine results. Define your SEO page titles and descriptions for each component of your Help Center. Get your brand online and make it easy for customers to find answers about your product without needing to submit support requests.  What's more, Wix Answers offers dynamic placeholder text, so you don't have to customize each page title and description individually. Show me the available placeholder textYou can use the following dynamic placeholder text in your Help Center's SEO settings: $COMPANY_NAME: Your company name. $CANONICAL_URL: The canonical URL (e.g. www.wixanswers.com). $CATEGORY_TITLE: The name of the subcategory. $PARENT_CATEGORY_TITLE: The name of the category.To edit your Help Center's SEO: In the Wix Answers app, go to Settings > Support Channels > Help Center. Click the Domain & SEO tab at the top.  Click Edit next to the relevant language.  Choose a page to manage its SEO settings: Home Page: The main page of your Help Center. Category Page: The Help Center pages that display your categories and subcategories.  Article Page: The Help Center pages that display article contents. Search Results Page: The page customers view when they search for articles then click "See more results." Edit the page's SEO settings: Page Title:  Enter the page title. (Optional) Click the Placeholders icon to add dynamic placeholder text. Meta Description: Enter the meta description. (Optional) Click the Placeholders icon to add dynamic placeholder text. Robots Meta Tag: Click the toggle next to each option you want to enable: No Follow: Tell search engines not to follow any links on the page or convey link equity.  No Index: Tell search engines not to crawl or include the page in search engine results.  No Archive: Tell search engines to not store a cached version of your page. Click Save. Repeat steps 4-6 for each page's SEO settings.

Displaying a Language in Your Help Center

Add language options to your Help Center to let international customers get the help they need.Start by adding a language in your Wix Answers account settings. The language is automatically added to your ticketing system. Then translate your Help Center articles. When you're ready, follow the instructions below to display the language in your Help Center.  To display a language in your Help Center: In the Wix Answers app, go to Settings > Support Channels > Help Center. Click the Advanced tab at the top. Click the toggle next to each language you want to display.Note:Disabling a language may have a negative effect on your Help Center's SEO.

Wix Answers Developers Overview

The WIX Answers REST API enables you to use code to interact with the Wix Answers back-end. You can use the API to create webhooks that interact with the Wix Answers front and back-ends, or create a new front-end app that works with the Wix Answers back-end. You can also use the API to get information about your customers and their Wix Answers history.The API documentation assumes that you are familiar with Wix Answers features and have read the knowledge base articles about these features.The API documentation includes articles with the following subcategories in the Developers category: API Overview: This document API Reference: All public Wix Answers APIs. Start with the API Reference Overview. Data Reference: Common objects and enumerations returned by APIs, as well as required permissions and roles Procedures: Frequently asked workflow questions, such as how to find information you might need or how to combine APIs or webhooks to perform common procedures SDK: How and where to create code that works with the APIs and back-end. Start with the Wix Answers SDK Overview. Webhooks: How to create webhooks that may be called from the APIsNote: Keep a Debug LogWe highly recommend that you create a minimum 3-day log of responses from Wix Answers. This will ease your debugging process in the case of any issues.You can test API calls using cURL or any similar software.Wix API methods accept HTTPS requests in JSON content-type with UTF-8 character set (application/json; charset=utf-8). Parameters are case-sensitive: for example, ID is not accepted when id is expected.Successful responses are returned by HTTPS in JSON format (application/json) with status headers that include codes in the 200-300 range. For example:Status: 200 { "id": "bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa", "name": "Article Title", ... "creationDate": 1568180889000 }API EndpointAll URLs referenced in the API documentation have the following endpoint: https://<tenant_subdomain>.wixanswers.comAuthorizationSome API endpoints do not require authorization. Most endpoints require a JWT authorization token generated from an API key. The token is valid for one hour and must be sent on every request using an Authorization header: Authorization: Bearer <token>Token TypesA user-specific authorization token has the authorization for that user or agent. This token has an intersection of the permissions of the user and the API key, and contains the user's ID. A general authorization token (not specific to a user) has all permissions of the API key and contains the user ID for "System User". Some endpoints require a user-specific authorization token. For these endpoints, a general authorization token does not work. For example, adding a ticket as a specific user requires a user-specific token; see Add a Ticket as Authenticated User. For all other endpoints, you can use a general token, if the API key has the required permission, or a user-specific token, if the API key + user ID has the required permission. If you use the general token, Wix Answers records the activity as done by "System User". In some cases, such as reading articles on a public website, no authorization token is required.API Keys, Roles, and PermissionsWix Answers uses API keys, roles, and permissions to determine whether you are allowed to access an endpoint. You can configure multiple API keys in Wix Answers, and you can enable or restrict sets of permissions for each API key. For more information about creating API keys and selecting sets of permissions, see Obtaining an API Key to Your Wix Answers Account. For the list of which permissions are enabled or disabled with each selection, see Roles and Permissions.In addition to restricting permissions by API keys, you can assign roles to agents. Agents are users that are assigned any role: these are your team members who have access to the Wix Answers app. Roles are collections of permissions. Wix Answers comes with three out-of-the-box roles: Viewer, Agent, and Admin. Viewers have access to read-only Wix Answers endpoints and to the Wix Answers app. Agents can do anything Viewers can do, but they also can manage users, tickets, articles, calls, and other non-administrative areas of the app. An Admin(istrator) can do anything an Agent can do, and can also manage other agents and perform other administrative tasks. An admin can define other roles in the Wix Answers App. Since a non-agent user does not have a role, a user-specific token generated for this kind of user has no permissions, not even the ones in the API key. A user-specific token generated for an agent has an intersection of the permissions of the agent's role and the API key.  For example, if an agent has a role that includes FETCH_ARTICLES but does not include MANAGE_ARTICLES, then a token generated for this agent does not include MANAGE_ARTICLES, even if the API key does. This token cannot access any endpoints that require MANAGE_ARTICLES.For some endpoints, no token is required. For some endpoints, any valid token is required and the endpoint does not require any specific permission. For some endpoints, a user-specific authorization token is required but the endpoint does not require any specific permission. And for some endpoints, any valid token is required but the API key and the user associated with the token (when sending a user-specific authorization token) must all have a specific permission. To summarize, the following lists the cases in which you can access a particular endpoint: The endpoint does not require you to send a tokenOR The endpoint requires you to send a token The endpoint does not require a token with a specific permission You send a valid tokenOR The endpoint requires you to send a user-specific token You send a valid user-specific tokenOR The endpoint requires you to send a token The endpoint requires a specific permission You send a valid token The permission related to the endpoint, if any, is Included in the API key's list of permissions, AND Included in the role assigned to the user associated with the token, if any In a few cases, the endpoint requires you to send a user-specific token AND the endpoint requires a specific permission. In this case, the user for the token must be an agent with a role that includes the required permission and the API key must include the required permission.Help Center Authorization OverrideYou can configure your help center to require users to register before they can access any contents. In this case, all API calls require an authorization token, even if no authorization is indicated in the documentation.Tokens with no User SpecifiedIf you request a token without specifying the user that the token is for, the token is a general token with admin privileges, but will not work for endpoints that require a token associated with a specific user.Authenticated UsersTo be an authenticated user means that Wix Answers has authenticated the user's email and the user has a unique ID (GUID).Chat Unauthenticated User HeaderWhen starting a chat for an authenticated user, first request an authorization token using the user's GUID. For information about this token and about chat API endpoints, contact Wix Answers customer support.PartnersA partner is an authenticated user associated with multiple companies. Partners create and monitor tickets on behalf of customers in these companies. Partners are not agents.Requesting an Authorization Token (Without Specifying a User)Requesting an Authorization Token Must be Made as a Server-Side RequestYou send the tenant secret in order to obtain an authorization token. This secret is extremely sensitive and must be kept private. Therefore, requests to obtain an authorization token must be made from your servers as server-side requests, NOT from a client.The authorization token is also sensitive, since it enables its holder to act on behalf of the user that it represents. It is important to ensure that the token is kept secure (from everyone except the client/user who will use it). Therefore, Wix Answers recommends that all client requests be made to your servers, which in turn send the token as server-side requests to the Wix Answers API.To obtain an API token without specifying a user: In the Wix Answers app, navigate to Settings > Tools > Webhooks & API Keys (https://<tenant_subdomain>.wixanswers.com/app/settings/tools/webhooks-and-api/webhooks) and copy Key ID (Public) and Secret (Private). Make a request to the token generator endpoint, with the parameters key and secret (both are required). POST https://<tenant_subdomain>.wixanswers.com/api/v1/accounts/token Content type: application/json; charset=utf-8 Accept: application/jsonPayload Structure:POST https://<tenant_subdomain>.wixanswers.com/api/v1/accounts/token { "keyId":"<key_id>", "secret":"<secret>" }Request Example Using cURL:curl -XPOST 'https://<tenant_subdomain>.wixanswers.com/api/v1/accounts/token' -d '{ "keyId":"<key_id>", "secret":"<secret>" }' -H 'Content-Type: application/json; charset=utf-8' -H 'Accept: application/json'Response Example:{ "token":"eyJlbmMiOiJBMTI0NNIiwiYWxnIjoiZGlyIn0..9-fRNeE8J3SspYg9.3eaSroE6kEIpLfdgmhg0fvOxMUs1YAHZC6dHacAkZOOjD1EA-1pApV863H1fxqCVoGbq2163PnE--83rFqU4RxbH33tTbfw0kE-baf1YEnbVt5MOWoQ_F59FzY.BiTX-Ao-OcaDeRuEDIuaeA" }Requesting a Specific User's Authorization Token POST https://<tenant_subdomain>.wixanswers.com/api/v1/accounts/tokenIf you have the required permission (users with the agent or admin roles have this permission), you can get a token for a specific user. This kind of token is required where noted in the documentation. You must have the user's GUID.Content type: application/json; charset=utf-8Accept: application/jsonPayload Structure:POST https://<tenant_subdomain>.wixanswers.com/api/v1/accounts/token { "keyId":"<key_id>", "secret":"<secret>", "userId":"<GUID>" }Request Example Using cURL:curl -XPOST 'https://<tenant_subdomain>.wixanswers.com/api/v1/accounts/token' -d '{ "keyId":"<key_id>", "secret":"<secret>", "userId":"77bc8694-5ccf-436c-ab2b-543563a5f425" }' -H 'Content-Type: application/json; charset=utf-8' -H 'Accept: application/json'Response Example:{ "token":"eyJlbmMiOiJBMTI0NNIiwiYWxnIjoiZGlyIn0..9-fRNeE8J3SspYg9.3eaSroE6kEIpLfdgmhg0fvOxMUs1YAHZC6dHacAkZOOjD1EA-1pApV863H1fxqCVoGbq2163PnE--83rFqU4RxbH33tTbfw0kE-baf1YEnbVt5MOWoQ_F59FzY.BiTX-Ao-OcaDeRuEDIuaeA" }Requesting a Specific User's Authorization Token from a Widget POST https://<tenant_subdomain>.wixanswers.com/api/v1/widgets/{widget GUID}/authIf you have the required permission (users with the agent or admin roles have this permission), you can get a token for a specific user from a widget using the user's email address. If the user is not registered as authenticated in Wix Answers, Wix Answers registers the user as authenticated before returning the token.This is a shorter process than adding the user, receiving the user's GUID, and then requesting a token using the GUID.Content type: application/json; charset=utf-8Accept: application/jsonPayload Structure:POST https://<tenant_subdomain>.wixanswers.com/api/v1/widgets/{widget GUID}/auth { "email":"<email_address>", "keyId":"<key_id>", "secret":"<secret>", "externalId":"<external_SSO_ID>",// String. If provided, and the tenant // uses SSO, then this value is used // to identify the user, instead of // the email address. // If Wix Answers registers this user as an authenticated user, // it will add the following optional parameters to the user record. // If the tenant uses SSO, it will also add the email address (above). // If the user is already registered, these parameters are ignored. "firstName":"<first_name>", // If not provided, the username // of the email address is used. "lastName":"<last_name>" }Request Example Using cURL:curl -XPOST 'POST https://<tenant_subdomain>.wixanswers.com/api/v1/widgets/77bc8694-5ccf-436c-ab2b-543563a5f425/auth' -d '{ "keyId":"<key_id>", "secret":"<secret>", "email":"user@yourdomain.com" }' -H 'Content-Type: application/json; charset=utf-8' -H 'Accept: application/json'Response Example:{ "token":"eyJlbmMiOiJBMTI0NNIiwiYWxnIjoiZGlyIn0..9-fRNeE8J3SspYg9.3eaSroE6kEIpLfdgmhg0fvOxMUs1YAHZC6dHacAkZOOjD1EA-1pApV863H1fxqCVoGbq2163PnE--83rFqU4RxbH33tTbfw0kE-baf1YEnbVt5MOWoQ_F59FzY.BiTX-Ao-OcaDeRuEDIuaeA" }Important Information about Updating Structures Using the APIFields in a PUT request entirely replace the fields in the Wix Answers back-end. Unless noted, you cannot append information to an existing field.To modify the existing contents of a field:Get the structure using the relevant GET request.Extract the relevant field.Modify the field as required.PUT the modified field back to Wix Answers.Common Elements in API Payloads / ObjectsThe following formats or values repeatedly appear in the requests you make to, or in the structures returned by, Wix Answers.Note About Undocumented ParametersMost return structures include additional parameters not documented in this guide. These parameters are irrelevant and can be safely ignored.Global IDs (GUID)Many records, such as users, tickets, labels, and so forth, are uniquely identified by a global ID, also known as a GUID. A GUID looks something like e932c0a3-6e9b-43cf-b3a9-90f6ee6a5b07.Unix Time StringsUnix time strings are integers indicating the number of seconds since Jan 1, 1970 00:00:00. For example, 1605020237. Unix time strings are commonly used to indicate the creation or last modified time of a record.Date StringsDate strings, such as those used in request payloads, are in the format yyyy-MM-dd'T'HH:mm:ss. For example, 2012-07-09T19:22:09.Languages / LocalesClick here to see the list of supported languages.Import IDDuring the Wix Answers on-boarding process, Wix Answers can help you load your initial data by importing users, companies, articles, categories, tickets, and replies. These items are tagged during the import process with an import ID (importId).You can use your own code (such as in a webhook) to filter these items based on their import ID.API Request Rate LimitThe Wix Answers APIs have a rate limit. We reserve the right to adjust the rate limit for given endpoints so we can provide a high quality of service for all clients. If you need to make more requests than the limit, please contact us and we will try to accommodate your request.API Usage Legal NoticeYour use and access to the API are expressly conditioned on your compliance with the policies, restrictions, and other provisions related to the API set forth in our Terms of Use and our Privacy Policy. If we believe that you have or attempted to violate any term, condition, or the spirit of these policies or agreements, your right to access and use the API may be temporarily or permanently revoked.