About Contextual Help for the Web Widget Follow

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Contextual Help is a Web Widget feature that uses the web page your visitor is currently on, along with your Help Center content, to suggest Help Center articles that may be relevant to their questions. Its goal is to reduce the effort of an end-user who might be trying to self-serve by suggesting contextually relevant articles.

The example below shows how the Web Widget uses Contextual Help to populate the widget with relevant articles as the user browses to a web page about the REST API:

This article includes the following topics:

Enabling Contextual Help

Before you can enable Contextual Help, make sure you meet the following requirements:

To enable Contextual Help

  1. Open the Web Widget Admin page by clicking the Admin icon () in the sidebar and selecting Channels > Widget.
  2. Click the Customization tab.
  3. Make sure that Help Center is toggled on.
  4. Click the toggle to enable Contextual Help.

Understanding how Contextual Help works

The Contextual Help feature determines which articles should be suggested by looking at URL of the web page the end-user is on It then uses the part of the URL after the hostname (that is, the part after .com, .org, etc.) to perform a search on your Help Center to find relevant articles, and displays the first three resuts as Top suggestions.

For instance:

  • If an end-user is viewing the page myshop.com/apps, the suggested articles will include the first three results of a Help Center search on the term "apps".
  • If an end-user is viewing a page deeper in your website, for instance myshop.com/account/billing, the suggested articles will include the first three results of a Help Center search on the term "account billing".
  • If no articles match the search term, just the search box is displayed in the widget.

Note: Community posts are not included in the suggested articles list.

Customizing Contextual Help results

If your URL paths are not likely to produce useful suggestions, or if you just want more control over the results, you can override the search by utilizing one of our SetHelpSuggestions API methods.

Use one of the following methods to customize your results:

zE.setHelpCenterSuggestions({ url: true });

With this method call, those with single page apps will be able to set the terms in the URL as search terms that will refresh as the user engages with the site.

zE.setHelpCenterSuggestions({search: 'search string'});

With this method call, the Web Widget will search your Help Center for a specified search string and if results are found, display up to three results as Top Suggestions (to be presented to end-users when they click on the Web Widget).

zE.setHelpCenterSuggestions({labels: ['label1']});

For Professional and Enterprise customers who use Help Center labels, one or more labels can be passed to the above method. When this call is made, the Web Widget will search your Help Center for articles with the given label(s) and if results are found, display up to three results as Top Suggestions (to be presented to end-users when they click on the Web Widget).

To add any of these methods to your web page put them in your HTML source code immediately after your Web Widget code snippet. For example:

<script> zE(function() {

zE.setHelpCenterSuggestions({search: 'credit card'});

});

</script>

Note: If you pass both search strings and labels to the zE.setHelpCenterSuggestions method, the labels are ignored (and the search strings will be used) The zE.setHelpCenterSuggestions method can be called multiple times which will be beneficial if you are using a single page application.
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