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 Support

Add 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.  

Phone Support

Add 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.

Facebook Support

Connect 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. 

Widget Support

Add 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. 

Help Center Support

Make it easy for your users to contact you from your Help Center if they don't find what they are looking for.

Live Chat Support

Provide your customers with instant assistance through real-time chat support widgets added to your website.

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Setting Up Your Help Center

Your Help Center is a self-service portal where customers view your articles. Customers can find articles by searching or clicking categories and subcategories. Create CategoriesGroup articles together that relate to the same topic into categories and subcategories. This helps customers and team members navigate your Help Center and find the information they need. Show me howHover over the Knowledge Base icon  and click Categories.Add a category or subcategory:Category: Click + Add New Category at the top left.Click in the Category Name field and enter a category name.Click Create. Subcategory: Hover over the category on the left and click the Show More icon . Click Add Subcategory.Click the Subcategory Name field and enter a subcategory name. Click Save.Learn more about creating categories and subcategories.Add ArticlesArticles form the core of your Help Center. You can create 3 different types of articles: Informative articles, Feature Requests, and Known Issues. Show me howClick the Knowledge Base icon  in the side panel. Click + New Article at the top right.Select an article type:Informative Article: The standard article type you should use for most of your articles. Learn more about creating articles. Feature Request: Collect votes and inform customers of new feature releases. Learn more about Feature Request articles.Known Issue: Inform customers of known issues and update them when resolved. Learn more about Known Issue articles.  Select a category for your article from the Category drop-down.Click Create Article.Learn more about creating articles. Next:Learn how to customize the look and feel of your Help Center. 

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Branding Your Help Center

When it comes to branding your Help Center, it’s important to consider the look and feel, and tone of voice. Look and FeelWix Answers gives you the design tools you need to customize the look and feel of your Help Center.Choose a TemplateChoose a template that fits your style.Show me howHover over Settings  in the side panel.Hover over Help Center.Click Design & Content.Click Templates.Select a template.Click Save.Customize your ColorsChange the color of your header, footer and icons.Show me howHover over Settings  in the side panel.Hover over Help Center.Click Design & Content.Click Colors.Edit the color of your icons, buttons and titles:Click Edit under the first Color icon .Enter the HEX value of the new color. Edit the color of your header and footer:Click Edit under the second Color icon .Enter the HEX value of the new color. Click Save. Add Your Logo & FaviconAdd your own logo and favicon. Your logo appears at the top left of your header at a maximum size of 272 x 53 px. Your favicon is the small icon that appears in the browser tab at 16 x 16 px.  Show me howHover over Settings  in the side panel.Hover over Help Center.Click Design & Content.Click Logo & Favicon.Click the Logo field and select Upload new image.Select the image file from your computer.Note: We recommend uploading a .png file with a transparent background. Click the Favicon field and select Upload new image.Click within the Logo Target URL field and add a URL to link your logo to.Click Save.Add Your Own ImagesPersonalize your help center by adding your own background and social sharing images.Show me howHover over Settings  in the side panel.Hover over Help Center.Click Design & Content.Click Images.Click the image you want to update:Desktop Background Image: This is the background image for your Help Center on desktop. The max file size is 25MB with a recommended resolution of 1920 x 430 px.Mobile Background Image: This is the background image for your Help Center on mobile. The max file size is 25MB with a recommended resolution of 420 x 170 px.Social Sharing Image: This is the image that appears when someone shares your Help Center content on Facebook or any other social channel. The max file size is 8MB with a recommended resolution of 1200 x 630 px.Select Upload New Image.Select the image file from your computer.Click Save.Tone and VoiceWix Answers lets you customize the text appearing on your Help Center pages to match your business's tone and voice.Tip:Check out the Wix Content blog to learn how we built the Wix voice.Customize Your HeaderCustomize the text that appears at the top of your Help Center, in the main menu bar (next to your logo if you have one). Show me howHover over Settings  in the side panel.Hover over Help Center.Click Design & Content.Click the Content tab.Enter the text you want to appear in the Header title section. Customize Your Help Center's Main SectionCustomize the text that appears in the header of your Help Center and in the search bar.Show me howHover over Settings  in the side panel.Hover over Help Center.Click Design & Content.Click the Content tab.Edit the text in the following sections: Title: This text appears in the header of your Help Center.Subtitle: This text appears in the header of your Help Center, under the Title text.Note: This text does not appear in the mobile view of your Help Center.Search Field Text: This text appears in the search bar and disappears when customers enter their search text.Customize Your Featured Articles SectionCustomize the heading text that appears above the list of featured articles on your Help Center's homepage. Show me howHover over Settings  in the side panel.Hover over Help Center.Click Design & Content.Click the Content tab.Edit the text in the Featured Articles Section.Note: Click Manage to select the feature articles.Customize Your Contact SectionCustomize the text that appears in your Contact Section. Show me howHover over Settings  in the side panel.Hover over Help Center.Click Design & Content.Click the Content tab.Edit the text in the following sections: Contact title: This title appears first in your Contact Section. Contact subtitle: This subtitle appears after the title in your Contact Section.Contact us button text: This text appears on the Contact Us button. Note: Click Edit next to Linked to Wix Answers Contact Form to go to your Tickets Settings where you can edit your Wix Answers Contact Form. Edit Additional TextYou can further customize additional text that appears throughout your Help Center.Show me howHover over Settings  in the side panel.Hover over Help Center.Click Design & Content.Click the Content tab.Click Edit Additional Text.

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Adding Team Members to Your Account

Add members to your team to help you manage knowledge base articles, answer tickets and chats, and provide phone support. Wix Answers offers 3 possible team member roles:Agent: Can perform any action in an article and ticket. This is the default role for new team members.Admin: Can perform all actions that an agent can perform, in addition to managing team members, Help Center settings, accessing Insights, and upgrading Wix Answers.Owner: Can perform all actions in an account and is considered an admin. Only the owner can transfer ownership to another team member or request to close an account.  Show me howClick the Invite Team Members  icon in the side panel.Enter the email address of the team member.Select Agent or Admin under User Type to define your member's roles.(Optional) Click + Add Another Member to invite additional team members.Click Send Invitation.Click here to see a complete list of team member roles and permissions. 

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