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:

  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 in your Widget as "not helpful." 
  1. Click the toggle next to the relevant contact options to enable: 

Related Articles

Customizing Your Widget

Tailor your Widget to your business' needs by customizing its components, appearance, and more. While customizing your Widget, preview its look and behavior at the right side of your screen. 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. Customizing Your Widget's Structure & ContentCustomize your Widget's content and components from the Structure & Content tab. Show me howHover over Settings  and click Widgets.  Hover over the Widget you'd like to customize and click Edit.(For multilingual widgets): Click the language next to Settings for and select a language. Customize your Widget's Header Text:Enter a title for your Widget.(Optional): Click Display Subtitle and enter a subtitle for your Widget.Click Confirm. Customize your Widget's Launcher Text:Click Add a Welcome Message and enter your message. Click Delay the Welcome Message and enter the amount of seconds you'd like to delay your message. Click Confirm.Choose the components and the order in which they appear in your Widget:Add: Click Add Component and select a component to add it to your Widget. Manage: Click Manage next to a component to edit it. Remove: Click the Vertical Show More icon  and select Remove component. Hide contact option: Click the Toggle to enable or disable a contact option. Reorder component: Click and drag the Reorder icon  to reorder a component. Learn more about:Setting up your Widget's contact optionsChoosing which articles customers can access in your WidgetAdding a Custom HTML Box to your WidgetCustomizing Your Widget's Design & BrandingCustomize your Widget's appearance, icon, and position from the Design & Branding tab. Show me howHover over Settings  and click Widgets.  Hover over the Widget you'd like to set up and click Edit.Click the Design & Branding tab. Edit the Widget Appearance settings:Choose your Widget colors: Click Edit in the Header & Launcher Color section and enter a HEX number. Click Edit in the Action Color section and enter a HEX number. Select a background pattern next to Background. Click the Font drop-down menu and select a font. Click the Hide the Wix Answers Banner checkbox to hide the "Powered by Wix Answers" message that appears at the bottom of the widget. Edit your Icon Appearance settings:Select the icon customers click to open your Widget next to Image. Customize the Shape & Size of the Widget icon:Click Large or Small to select an icon size. Click and drag the Shape slider to make your icon's corners more or less round. (Optional) Click the Make Your Icon & Widget Draggable checkbox to allow customers to click and drag your Widget to anywhere on their screen. Edit the Widget Position settings:Select a Position icon to choose which side of the screen your Widget appears. Click the Side Spacing arrows to adjust the distance between your Widget and the side of the screen.Click the Bottom Spacing arrows to adjust the distance between your Widget and the bottom of the screen.Click Update at the top of the page.Customizing Your Widget's Advanced SettingsOn the Advanced tab, you can customize the widget text for each language, add custom CSS and scripts, whitelist domains, and restrict access to authenticated users. Show me howHover over Settings  and click Widgets.  Hover over the Widget you'd like to set up and click Edit.Click the Advanced tab. Edit your Widget's Advanced settings:Translate the text for each of your supported languages:Click Edit next to the relevant language.    Scroll to the text you'd like to translate or enter it in the Search field. Click the text under Line and translate it.Note: Hover over the text and click Revert on the right to revert it. Click Save.Add custom code:Custom CSS: Click + Add CSS, enter your CSS code and click Save.Custom Script: Click + Add Script, enter your JavaScript code and click Save.Whitelist domains:Click Edit in the Domain Whitelisting section.    Enter the domain(s) you'd like to allow your Widget to be displayed on.Note: Press Enter on your keyboard to add multiple domains. Click Save.Click the Restricted Access toggle  to make your Widget only accessible to authenticated users. 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

Setting Up Your Help Center as a Support Channel

Wix Answers lets you decide how, and from where, customers can contact you. In addition to helping customers learn how to use your product themselves, your Help Center can act as a support channel.You can choose if and how you want customers to contact you through your Help Center.Tip:You can also choose for customers to contact you through external support channels (email, Facebook etc). Click an option to learn more:Setting up an email address as a support channelSetting up Facebook as a support channelTo set up your Help Center as a support channel:Hover over Settings  in the side panel.Hover over Help Center.Click Tickets.Click the toggles to enable or disable the following contact options:Article Page: Customers can contact you from under the article:Enabled: The contact option appears when a customers selects No under Did this answer your question?.Disabled: Customers cannot contact you from the article pages.Help Center Footer: Customers can contact you from your footer:Enabled: The contact option appears in the footer of all your Help Center pages.Disabled: The contact option does not appear in the footer.Click Edit under How can your customers contact you? to customize the contact option.Select an option:Submit a ticket via the Answers Contact Form: Customers fill in the form in order to contact you. The form comes with four mandatory fields. Click Add Field to add another field.Submit tickets via an external Contact Form: Customers are directed to your external contact page or form to contact you. Enter the URL of your contact page or form.Submit tickets via Email: Customers are directed to contact you via email when clicking the Contact Us button. Enter your email address.Click Save.

2 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 Multi-Channel Support

Wix Answers helps you provide top of the line multi-channel support to your customers. However customers get in touch—email, phone, social media, widgets, help center, or live chat—you can answer them more efficiently directly from your customer service software. Email SupportAdd mailboxes to provide customers with direct email addresses for contacting you. Each email you receive creates a new ticket on your Tickets List. You can also forward your existing mailboxes and use your own domain's email for outgoing emails.  Show me howHover over Settings  in the side panel and click Mailboxes.Click + Add Mailbox.Enter a name for your new mailbox. Click Next. (Optional) Set up mailbox forwarding:Enter the email address you'd like to forward to your Wix Answers mailbox. Go to your email provider and set up email forwarding to your Wix Answers mailbox. Tip: Learn how to set up email forwarding from the following email providers:GmailMicrosoft OutlookYahoo MailClick Save.Tip: Connect an outgoing email domain to send emails professionally from your own personal domain.Learn more about setting up mailboxes as a support channel. Phone SupportAdd a call line to your Wix Answers account to make and take calls from your own 1-800 number. Purchase a phone number to setup IVR support and define business hours for your call center. Add multiple lines to provide multilingual support and organize calls by category.Show me howHover over Settings  and click Call Center. Click + Add New Line. Add a name and description for your new line:Enter a name.Enter a description. Click Next. Set up your line preferences:Choose a country from the drop-down: This defines the phone number's country code. Select the type of number:Local numberToll free numberNote: These options are not available to all countries. (Optional) Customize your number options:I want the phone number to have a specific area code: Enter an area code or prefix. I want the phone number to contain a pattern of digits: Enter a pattern of digits (e.g. 1-800-FUN).Choose a phone number from the list.Note: If you don't find a phone number that you want, return to your line's setup and change the preferences. Click Create Line.Click Manage The New Line and click the Business Hours tab to set up your call line business hours.Facebook SupportConnect your Facebook page to your Wix Answers account so your users can contact you directly from Facebook. Both wall posts and private messages can be turned into tickets, which your agents can view directly from your main tickets page. Show me howHover over Settings  in the side panel and click Facebook. Click + Facebook Pages. Log into your Facebook account.Select the Facebook pages you want to connect. Click the toggle  to open a ticket when a user writes:A wall postA private messageWidget SupportAdd a help widget to any part of your website, so that customers can access your help articles or contact you without ever leaving your site. Show me howHover over Settings  and click Widgets.Click Create New Widget.Enter a name for your Widget and click Create Widget.Learn how to:Customize your WidgetAdd contact options to your WidgetAdd a contact widget to your Help CenterAdd your Widget to your non-Wix websiteAdd your Widget to your Wix siteHelp Center SupportMake it easy for your users to contact you from your Help Center if they don't find what they are looking for.Show me howHover over Settings  in the side panel.Hover over Help Center.Click Tickets.Click the toggles to enable or disable the following contact options:Article Page: Customers can contact you from under the article:Enabled: The contact option appears when a customers selects No under Did this answer your question?.Disabled: Customers cannot contact you from the article pages.Help Center Footer: Customers can contact you from your footer:Enabled: The contact option appears in the footer of all your Help Center pages.Disabled: The contact option does not appear in the footer.Click Edit under How can your customers contact you? to customize the contact option.Select an option:Submit a ticket via the Answers Contact Form: Customers fill in the form in order to contact you. The form comes with four mandatory fields. Click Add Field to add another field.Submit tickets via an external Contact Form: Customers are directed to your external contact page or form to contact you. Enter the URL of your contact page or form.Submit tickets via Email: Customers are directed to contact you via email when clicking the Contact Us button. Enter your email address.Click Save.Live Chat SupportProvide your customers with instant assistance through real-time chat support widgets added to your website.Show me howCreate a widget (if you haven't already) so you can add the Live Chat contact option. 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.Customize the Chat Options.Set your Live Chat Availability business hours.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

5 min read

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: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 as "not helpful." Make sure the Contact Form toggle  is enabled and click Manage. Customize the Contact Form Header:Show me howEnter a title in the Title field. Click Display subtitle and enter a subtitle. Leave Display a response time message checked and enter the amount of time it usually takes for an agent to respond.Leave Display agent avatars checked to display agent avatars.8.  Customize the Contact Form Fields:Show me howClick Ask for issue categorization to prompt customers to choose a topic, which assigns their ticket to a specific agent or group. Learn MoreClick + Add Issue.Enter an issue topic in the Issue Type field and press Enter.(Optional) Enter another issue topic to add a sub-level topic that appears as a drop-down menu. Click the Assign to drop-down and select an agent or group to assign tickets. Click + Add Issue and repeat the steps to add more issue topics. Leave Ask customers for a description of the issue checked to require customers to enter a description.Click Add custom fields to the contact 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. 9.  Set the Contact Form Availability business hours:Show me howClick Edit next to Contact Form Availability. Set your Contact Form's hours of availability:Available 24/7: Click to keep your Contact Form available at all hours. Custom Hours of Operation: Click to set custom business hours: Click the toggle  next to each day to turn your Contact Form 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) Apply your Contact Form'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.10.  Scroll up and click Save next to Text & Field Settings.Learn how to:Use Automatic Actions to prioritize and organize ticketsAdd a contact widget to your Help CenterEmbed a contact widget on your non-Wix websiteEmbed a contact widget on your Wix site

3 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