3 Comments

  • Joey
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    Hi Alex-
    It sounds like what you are looking for is outlined in our article Using Web Widget to embed customer service in your website . Please let me know if that helps.

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  • Alex
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    I meant something more along the lines of delivering specific articles based on queries within chat itself, rather than allowing users to search the help center directly.

    Something like how the widget functions on the page that I linked, where typing a query brings up articles that can be opened in the widget itself. Only instead of searching the help center and returning the top results, I'd like to be able to directly link specific articles that can be opened in the widget.

    I believe that widget is based on Zendesk's answer bot (?), but I don't want to use answer bot because I also want to handle the majority of queries directly with the conversations api, only linking articles when the issue is too complex for chat messages to suffice.

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  • Jay
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    Hi Alex,

    You are correct, the widget that incorporates help center article is powered by Zendesk's answer bot. If you want to use conversations api directly, you could consider integrate help center search api (https://developer.zendesk.com/rest_api/docs/help_center/introduction) with structure message. 

    Regards,
    Jay


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