Home Deployment Infrastructure Embedding Help Center Articles in the Live Chat Widget

Embedding Help Center Articles in the Live Chat Widget

Last updated on Feb 25, 2026

Overview

Support Portal enables organizations to embed Help Center knowledge base articles directly within the live chat widget. This integration allows customers to search and access self-service content without leaving the chat interface, reducing conversation volume for common inquiries and improving time-to-resolution.

Operational Objective

Configure a live chat inbox to display Help Center articles within the customer-facing widget, enabling self-service access to your knowledge base alongside conversational support.

Prerequisites

  • Administrator access to your Support Portal workspace.
  • A configured live chat inbox.
  • A Help Center with at least one published article. Refer to Deploy a Help Center Knowledge Base for Help Center configuration guidance.

Procedure

Step 1: Navigate to Inbox Settings

From the Support Portal dashboard, navigate to Settings, then select Inbox Settings from the navigation bar.

Step 2: Open Live Chat Inbox Configuration

Locate your Live Chat inbox in the inbox list. Select the settings icon adjacent to the inbox name to open its configuration interface.

Step 3: Configure the Help Center Integration

Within the inbox configuration interface:

  1. Scroll to the Help Center section.
  2. Select the dropdown to display available Help Center instances.
  3. Select the Help Center you want to embed in this inbox's widget.

Step 4: Save the Configuration

Select Update to persist the configuration change. A confirmation message indicates the update has been applied.

Verification

After completing the configuration:

  1. Navigate to your website where the live chat widget is deployed, or use the widget preview within the dashboard.
  2. Verify that the Help Center section is visible within the widget interface.
  3. Confirm that articles are searchable and readable directly from the widget.

Expected Behavior

Once configured, customers interacting with the live chat widget can:

  • Browse Help Center categories and articles within the widget.
  • Search for articles by keyword.
  • Read full article content without leaving the chat interface.
  • Transition seamlessly from self-service browsing to a live conversation with an operator if their question is not resolved by the available articles.