Wix Answers Help Center
About Wix Answers Widgets
Provide context-sensitive help from within your product or website with Wix Answers Widgets. Customize each widget's design, content, support channels, and more. Create as many widgets as you need and embed them wherever customers need the most help.
Benefits of Using Wix Answers Widgets
- Allow customers to help themselves by displaying articles relevant to your Widget's placement. Learn More
- Provide Live Chat support from agents utilizing your Knowledge Base and Ticketing System. Learn More
- Allow customers to submit tickets from wherever necessary with customizable contact forms. Learn More
- Analyze the articles viewed and support requests created from your Widgets with Insights. Learn More
- Personalize your Widgets by adding custom CSS and scripts.
- Create widgets for various purposes tailored to specific areas of your products. Get Started Now
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Creating Context-Sensitive Help
Context-sensitive help enables your users to access information that is specific to the area of the product they are using. Create and embed Wix Answers Widgets within your products to provide context-sensitive help. In order for context-sensitive help to be effective, you must generate very specific articles that relate to a particular element. Keep in mind that the content you generate for your Help Center may differ from the content you embed within the product.Here are a few key differences:Quantity of information necessary: If your users are accessing context-specific help from within the product, you can assume that they do not require all of the steps to access that feature. This is compared to a user that is reading about the feature from a general article in the Help Center that may need all of the steps required to reach that feature. Article "real-estate": Context-specific help has minimal space for text, as it opens in a widget within your product. This is in contrast to an article, which opens on a full page within the Help Center. Therefore we recommend that you keep your context-specific help precise and to the point, and to minimize the use of screen captures or videos within these articles. We also recommend ensuring that the most important content appears above-the-fold (the portion of the article that is visible without further scrolling). Landing pages: Create landing pages with links to more specific articles. This is especially useful for product elements that provide multiple options and features. Easily manage which content appears in your Help Center or only within a widget by creating and applying labels:Exclude from widget: Create and apply an "exclude from widget" label to the relevant articles, and then define the widget to exclude this label. Exclude from Help Center: Create and apply an "exclude from Help Center" label to the relevant articles, and then define the Help Center to exclude this label.
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Setting Up Contact Options for Your Widget
Turn your Widget into a support channel where customers can get in touch via Live Chat, Contact Form, or Phone Support.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 set up contact options for your Widget:Hover over Settings and click Widgets. Hover over the widget you'd like to set up and click Edit.(For multilingual widgets): Click the language next to Settings for and select a language. Make sure Contact Options appear under Component Settings. If needed, click + Add Component and select Contact Options. (Optional) Click the Limit contact accessibility toggle to hide your contact options unless a customer marks an article in your Widget as "not helpful." Click the toggle next to the relevant contact options to enable: Live Chat: Offer real-time chat support through your Widget. Learn how to set up Live Chat. Contact Form: Allow customers to submit tickets through a custom contact form. Learn how to set up a contact form. Phone Support: Allow customers to request callbacks from your Call Center agents. Learn how to set up phone support in your widget.
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Customizing Your Widget
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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:Hover over Settings and click 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.
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Installing a Widget on Your Wix Site
Allow visitors to review articles or reach out for help from any page on your Wix site. To embed your Widget, copy its code and add it to your site's Tracking & Analytics. Repeat the steps below for each language in which you'd like to install your Widget. Important:This article refers to adding your Widget to a site created on Wix.com. If your site was not created on Wix, click here for instructions.If you're using Wix Multilingual, you can install a widget that displays in whichever language your site is being viewed in. Learn HowBefore you begin:To install a widget on your Wix site, your site must be upgraded to a Premium Plan. Learn HowNote: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. Step 1 | Copy Your Widget's CodeFirst, log in to your Wix Answers account and copy the install code for your Widget. Log in to your Wix Answers account.Hover over Settings and click 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. Step 2 | Add the Code to Your Wix SiteNext, paste the code in your Wix site's Tracking & Analytics. Log in to your Wix account. Access the Wix Editor for the site in which you're installing your Widget. Click Settings at the top editor menu bar and select Tracking & Analytics. Click + New Tool and select Custom. Paste the code in field: Paste the code snippet here:Enter a name for your custom code in the Name field. Click Apply. Note: Leave All pages - Load code once and Place Code in: Head selected.Refresh your live website to view your Widget. Note:Currently, adding more than one widget per page is not supported by Wix Answers.
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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:You must be an admin to access Wix Answers Insights. Learn more about roles and permissions. 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 InsightsDig deeper into your most frequently linked tickets using extensive filtering options on your Ticket Insights Statistics tab. Uncover your top performing agents and groups within your Ticket Insights Agent Performance tab.Show me howHover over the Insights icon in the side panel and click Tickets.Select the Statistics or Agent Performance tab to view the relevant Ticket Insights. Learn more about Ticket Insights Statistics and Ticket Insights Agent Performance.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. 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.
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