Context sensitive help center widget
It would be so awesome if the help center widget could be context sensitive!
Maybe by scanning the url for words, or having something in the widget code like window.Trengo.context = ["Context 1", "Context 2", "Context 3"];
Once the help center widget knows the context it can show the most relevant articles at that moment. So when an admin in my software is on a page on which he can manage events, and opens the widget he already sees all articles about how to manage events so he don't have to type it in himself. That way he can help himself much better and removes the workload from our support staff.
-
At this moment this is not yet possible, but we have launched a feature in which you can already sort of achieve this. Within Widget Automation (https://app.trengo.eu/admin/widget_automation). Here you can select "Help Center automation" to trigger a specific Help Center article to open on a certain page of your website.
We will send a news letter on this feature and some further explanations upcoming Tuesday.
Please let me know if this fits in with the solution you are looking for.
-
Tamara Berner That's not really what I'm looking for. That way I can open one article, but it would be more awesome if the widget suggests a few articles based on the context array I can send with the widget code. I know it's not yet possible but it would be a great addition because it will definitely take away a load of work for our supportteam if customers can easily find help for the topic there in (together with being able to publish my password protected help center in the widget).
My solution for now is to make my own widget within our own software and handpick a bunch of articles for each modules within the admin section of our software. That way our customers can get sort of contexted help.
-
Eduard Thanks for the explanation! I do understand what you are looking for! Will keep track of this topic and keep you posted if there's any news worth mentioning.
-
Tamara Berner That would be great. I've read the Trengo blog about "Customer expectations" and the "self-service option" as a solution. A feature like this would really benefit this "self-service option". Maybe the same can be done with auto replies, but I will write another idea about that in the community!
I'm really 100% for self-service, because it's the best for our customers but also the best for us. If people can find what they need we have more time to create awesome features and be cool :-)
-
Tamara Berner I just posted the other idea at https://talk.trengo.com/t/g9hf5qm
-
