Wix Answers Help Center

Getting Started

Getting Started

Intro to Wix Answers

Wix Answers has everything you need to create your own professional support platform. Wix Answers is a cloud-based help desk software that allows you to set up and integrate a Help Center, multi-channel Ticketing System, Call Center, and Live Chat all in one place. Create a self service portal where users can find answers they need with help articles, feature requests and known issues. Wix Answers offers best-in-class SEO which makes it easier to find your Help Center content on search engines like Google. Building a Help Center with unique and quality content is a great way to drive organic traffic to your site. Manage, track and prioritize support tickets from multiple channels. Whether your customers contact you via email, phone, chat or social media, you can answer them more efficiently directly from your customer service software. You can send articles right from your knowledge base and get automatic article recommendations when replying to your customers. Wix Answers not only enables you to support your customers but it also lets you gain valuable insight into your products. By linking tickets and calls to articles, you can identify and track top support issues. Use our built-in analytics system to better understand your customers' needs and pain points by looking at your most linked articles.

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.

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.

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

Ticketing System Highlights

Your Wix Answers Tickets List is the place where you can reply to all your tickets, from all their sources. This easy and intuitive system allows you to efficiently manage and correspond with your customers and keep track of your communications. You can assign a ticket to a specific agent or group, choose what info you want to collect from customers, use saved replies, link Knowledge Base articles to your responses, and more.Receive Tickets From Multiple ChannelsYour customers can contact you via 6 different channels: Contact FormEmailWidgetLive ChatCall CenterFacebookWhenever a customer contacts you via one of these channels, you get a ticket in your Ticketing System. Learn more about setting up your channels.Access Your Tickets in Custom ViewsWhen you access your Ticketing system, you get 5 default views on the left side of the screen:All ticketsReplied by meSpamAll open ticketsOpen & assigned to meYou can add filters to these views and save them for easy access by all your team members.Learn more about working with views on your Tickets List. Easily Answer Your CustomersWhen answering a ticket, you can link articles from your Knowledge Base. Work more efficiently by using Saved Replies for recurring issues and structuring your responses. Learn more about linking articles to tickets. Efficiently Manage Your TicketsAssign tickets to certain groups or agents, set priorities, change the status of a ticket, and add internal notes to a ticket for other agents to see.Learn how to assign tickets to agents and groups.

Knowledge Base Highlights

In your Knowledge Base dashboard you create and manage all the articles and categories that appear in your Help Center and Widgets. Your articles integrate with your Ticketing System to allow agents to easily link and send information to customers. Create different types of articles and organize them into categories and subcategories. Use the Content Editor to add various text types, images, videos, tables, iFrames, and more. Reach customers from around the globe by localizing your articles in up to 15 languages. Integrate Your Knowledge Base with Your Ticketing SystemIn your Ticketing System you can link articles to collect valuable data and reply using article content at the same time!Show me howTo link an article to a ticket:Go to the relevant ticket and scroll to the reply field.Select a suggested article or manually link an article:Link a suggested article: Click a suggested article in the reply field. Note: Click the arrow icon on the right to view more suggested articles. Manually link an article: Click the Knowledge Base Articles icon and search for a specific article. Hover over the article you want to link to choose a linking option. Tip: Click Filters in the search bar to refine your search by category, article type, or label. Choose a linking option:View article: Preview the article without linking it.Insert content to your reply : Paste the article contents into your reply.Paste a link to your reply : Paste the article's title as a clickable link into your reply. Link article : Internally link the article without adding content to the reply. (Optional) Repeat the steps to link additional articles. Learn more about linking articles to tickets. Create Different Article Types and Organize Them into CategoriesCreate Informative, Feature Request, and Known Issue article types that allow customers to help themselves. Organize your articles into categories and subcategories that appear in your customer-facing Help Center. Show me howTo create different types of articles:Click 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 Informative 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.To create categories and subcategories:Hover 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. Experience the Advanced Content EditorUse the Content Editor to add different text types, images, videos, tables, iFrames, and more. Fully customize your articles to offer unique support materials to your customers. Show me howTo edit an article:Click the Knowledge Base icon in the side panel. Search for the article you want to edit and select it from the list. Edit your article. Tip: Learn more about using content blocks to add different types of content. Click Save at the top right corner. When you're ready for the article to go live, click the Save drop-down and select Publish. Learn more about editing articles. Support up to 15 LanguagesAllow your team to localize articles and support customers from around the world. The Content Editor splits into two, allowing you to copy content across languages and translate with ease. Show me howTo add additional languages:Hover over Settings in the side panel and click Account.Click Time & Languages.Click Add Language under Supported Languages.Select a language you'd like to add.Click Add Language.Learn more about localizing your Help Center.

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.

Supported Languages

Wix Answers supports the following languages:LanguageTwo-Letter Language CodeChinese (Traditional)ZHDanishDADutchNLEnglishENFrenchFRGermanDEItalianITJapaneseJAKoreanKONorwegianNOPolishPLPortuguesePTRussianRUSpanishESSwedishSVTip:Add additional languages to your Wix Answers account at any time to support multiple languages.