Setting Up a Contact Form in Your Widget

Allow customers to submit tickets through a contact form in your Widget. Customize your form's content options and fields to gather crucial information about each issue. The more you know about your customers, the better your replies will be!
Before you begin:
Create a widget (if you haven't already) so you can set up your contact form. 
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 a contact form in your Widget:

  1. Hover over Settings and click Widgets.  
  2. Hover over the widget you'd like to set up and click Edit.
  3. (For multilingual widgets): Click the language next to Settings for and select a language. 
  1. Make sure Contact Options appear under Component Settings. If needed, click + Add Component and select Contact Options
  1. (Optional) Click the Limit contact accessibility toggle to hide your contact options unless a customer marks an article as "not helpful." 
  1. Make sure the Contact Form toggle is enabled and click Manage
  1. Customize the Contact Form Header:
8.  Customize the Contact Form Fields:
9.  Set the Contact Form Availability business hours:
10.  Scroll up and click Save next to Text & Field Settings.

Related Articles

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.

1 min read

Adding a Contact Widget to Your Help Center

Provide support directly on your Help Center with a contact widget. In your Widget you can allow customers to submit tickets or chat with support agents. 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. Step 1 | Create a New WidgetSince you're already displaying articles in your Help Center, create a new widget and remove its article components. You can skip this step if you've already set up a widget you'd like to use. Show me howHover over Settings  and click Widgets.Click Create New Widget.Enter a name for your Widget and click Create Widget.Remove the article components from your Widget:Scroll down to the Component Settings. Click the Vertical Show More icon  next to Search Bar.Select Remove Component.Click Yes, Remove.Click the Vertical Show More icon  next to Category List. Select Remove Component.Click Yes, Remove.Step 2 | Enable Contact OptionsChoose which contact methods customers can use to get in touch with you through your Widget. Enable Live Chat, Contact Form, Phone Support, or any combination of these support channels. Show me howClick the toggle  next to each contact option you want to enable: Live Chat: Offer real-time chat support through your Widget. Learn More Contact Form: Allow customers to submit tickets through a custom contact form. Learn MorePhone Support: Allow customers to request callbacks from your Call Center agents. Learn MoreTip:Learn about additional widget settings you can customize. Step 3 | Copy Your Widget's CodeCopy your Widget's code so you can add it to your Help Center's head code in the next step.Show me howClick Install Widget at the top right.Click Copy Code next to the language of the Widget you're embedding.  Step 4 | Add Your Widget to Your Help CenterPaste the widget code into the Custom Head Code section of your Help Center's Advanced settings. Show me howHover over Settings  and click Help Center. Click the Advanced tab. Scroll down and click Edit next to Custom Head Code. (If necessary) Click the relevant language. Paste the code in the field.Click Save.For multilingual widgets:The install code for each of your Widget's languages is unique. Repeat steps 3-4 above for each language in which you'd like to install your Widget.Note:Currently, adding more than one widget per page is not supported by Wix Answers. 

2 min read

Setting Up Live Chat in Your Widget

Provide real-time chat support for customers seeking immediate help by adding Live Chat to your Widget. Before you begin:Create a widget (if you haven't already) so you can add the Live Chat contact option. 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 Live Chat in your Widget:Hover over Settings  and click Widgets.  Hover over the widget you'd like to add Live Chat to 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 Live Chat toggle  to enable Live Chat in your Widget. Click Manage next to Live Chat.Customize the Chat Header:Show me howEnter a title in the Title field. Click Display Subtitle and enter a subtitle. Leave Display agent avatars checked to display agent avatars.Leave Display a response time message checked and enter the amount of time it usually takes for an agent to respond.9.  Customize the Chat Options:Show me howLeave Send an automatic greeting message checked and enter a message that greets customers when they begin chatting. Leave Ask for customer's email before chat checked to require customers to enter their email address to begin chatting.Click Ask customer for issue topic to prompt customers to choose a topic, which assigns their chat to a specific agent or group. Learn More Click + Add Issue.Enter an issue topic in the Issue Type field and press Enter.(Optional) Click the Issue Type field and enter another issue topic to add a sub-level topic that displays as a drop-down menu.Click the Assign to drop-down and select an agent or group to assign the chat.Click + Add Issue and repeat the steps to add more issue topics. Click Add custom fields to the Live Chat form to add custom fields.Click + Add Field.Select the field(s) you'd like to add and click Add Selected Fields.Note: Click Manage Custom fields to add a field that is not displayed. Click the Mandatory toggle  to require customers to fill out the field. 10.  Set your Live Chat Availability business hours:Show me howClick Edit next to Live Chat Availability. Set your available chat hours:Available 24/7: Click to keep Live Chat open at all hours. Custom Hours of Operation: Click to set custom business hours: Click the toggle  next to each day to turn chat on or off. Click the times to adjust your opening and closing hours. Click the Show More icon  to the right of a day and select:Apply to all days to set the same business hours for each day of the week.Add another period to (selected day) to add another block of time.   (Optional) Allow customers to send chats outside of business hours:Note: When an agent replies, your customer receives the message in Live Chat (if they reopen the widget) and email. Click Let customers contact you in chat outside of business hours.Click the Welcome message field and enter the message customers see when they start a new chat.   (Optional) Apply your Live Chat's business hours to all other contact options in your Widget:Click Apply business hours to all contact options.Click Yes, Apply to All. Click Save.11.  Scroll up and click Save next to Live Chat Settings.Learn how to:Add a contact widget to your Help CenterEmbed a contact widget on your non-Wix websiteEmbed a contact widget on your Wix site

4 min read

About Custom Field Types

When using your Help Center or a widget as a support channel, you can create a contact form with custom fields to gain valuable information about your customers and the issues they're experiencing. Use different custom field types depending on the information you wish to capture. Tip:Easily view or edit a customer's custom field responses directly from their ticket. Learn MoreText FieldsAllow your customers to enter a single line of text. Text fields are good for collecting short strings of text such as names and emails. Dropdown FieldsAllow your customers to choose from a list of options. Dropdown fields are useful when you want your visitors to choose one possible option. Multi-line FieldsAllow your customers to write full paragraphs and describe the issue they're having.Checkbox FieldsAllow your customers to select a single response. Checkbox fields are useful when you have a yes or no answer. Number FieldsAllow your customers to only enter numeric values. 

1 min read

Creating Custom Fields

When using your Help Center or a Widget as a support channel, you can create a contact form with custom fields to gain valuable information about your customers and the issues they're experiencing. You can then view the custom fields submitted by your customer directly from their ticket. The more you know about your customers the better your replies will be! Tip:When viewing your tickets, you can filter according to any of your custom fields and prioritize accordingly, helping you organize your tickets and gain helpful insights. Learn MoreTo create custom fields:Hover over Settings  in the side panel and click Custom Fields.Click Create New Field and select the field type. Learn MoreText: Allow your customers to enter a single line of text. Dropdown: Allow your customers to choose from a list of options. Click Add Option to add each additional option.Multi-line: Allow your customers  to write full paragraphs and describe the issue they're having.Checkbox: Allow your customers to choose one of two options (great for yes or no answers).Number: Allow your customers to enter numbers.Fill in the relevant information for each field:Enter a field name which allows you to identify the custom field, and can be used by agents to identify the field in the ticket page. This name does not appear live and is for your back-end use only.Enter a title for your field which your customers will see.Enter a description for the field, and give your customers more information about what you need.Enter placeholder text, which appears in the field before your customer starts typing. It can be used as a hint for what you want them to write.Click Create.

2 min read

Managing Custom Fields

Edit or delete the custom fields you've created for your Help Center or Widget contact forms. Click here to learn how to create new custom fields.  Important:Any changes that you make to the custom fields are applied to all of the contact forms using these fields.To manage your custom fields:Hover over Settings  in the side panel and click Custom Fields.Click Edit next to a field.Do one of the following:Edit the field text: Edit the text and click Update.Delete the field: Click Delete Field and click Delete to confirm.Click Update.

1 min read