Chatway lets you create a fully customizable help center/knowledge base to give your customers quick access to answers, guides, and other helpful resources.

With this, you can create and organize articles into categories, add images, videos, links, code blocks, and more. You can also customize your Help Center with your logo, colors, font, and a custom chatway.help subdomain.

You can add your Chatway chat widget to this knowledge base so visitors can contact your team when they need more help. Customers can search your knowledge base for relevant articles directly from the chat widget as well, while support agents can find and share them during conversations from the Chatway inbox.

Please note that this feature is available on our paid plans.

Step 1: Log in to your Chatway account and click on “More” here. Once this is done, click on “Help Center”.

Step 2: Click on “Create My First Help Center”.

Step 3: Provide a name for your help center. This name will appear as the page title of your knowledge base.

Step 4: Next, you can add your brand’s logo, choose a subdomain for your Help Center URL, and customize the color scheme for your help center.

By enabling the “Show Chat Widget” icon, you can display your live chat widget on the help center as well. This helps visitors contact you via the same widget.

Step 5: On the next step, you can start customizing your knowledge base. 

This section allows you to:

  • Create or select a category for the article.
  • Add an article title and subtitle.
  • Format your content using headings, bullet points, images, videos, buttons, highlighted text, and more.
  • Preview the article before publishing or save it to drafts.

Step 6: The “Add Keywords” option helps you add relevant keywords to your article. These keywords can help improve your SEO and make it easier for customers to find your articles. Keywords added here are not visible to visitors.

Clicking on “Publish” will make your help center visible to your visitors with the domain yourhelpcentername.chatway.help.

Step 7: From the “Articles” section, you can edit, unpublish, duplicate, or delete individual articles.

Step 8: Click “New Help Center” to create another Help Center with a different subdomain. You can also create multiple knowledge bases and assign different chat widgets to each one.

Similarly, from the “Categories” and “Customize Help Center” sections to manage your categories and customize your logo, colors, subdomain, and other settings.

Step 9: The following options in “Customize Help Center” help you:

  • Common searches: Add frequently searched topics under the search bar to help visitors find relevant articles more easily.
  • Menu links: Add important page links to your Help Center menu for quick access.
  • Popular article section: Display your most popular articles on the Help Center’s main page so visitors can find them quickly.

Step 10: You can also let visitors browse your Help Center directly from the Chatway chat widget. To enable this, go to Settings from your Chatway dashboard.

Under Powerups, enable “Help Center”.

Once enabled, visitors can search for and access your Help Center articles directly from the chat widget.

Note: If you’ve added both FAQs and the Help Center, they will be displayed within the same section. You can always rearrange their order.

Click “Edit Help Center shown on widget” to choose where your articles appear in the widget tab. Here, you can configure Common searches and Popular topics within the chat widget too.

Chatway also lets you control how different sections, such as the Help Center, FAQs, and social chat channels, are arranged in your chat widget.

Step 10: Finally, you can also delete your help center here. 

Please note that this action is irreversible.

Step 11: Once this is enabled, your agents can share these knowledge base articles directly from the chat.

That’s it. Your visitors and agents can now start using these help center articles for faster support.