Disable Article Suggestions in Zendesk Chat Widget
How can I disable article suggestions in Zendesk's chat widget?
To disable article suggestions in Zendesk's chat widget, you need to adjust settings in the Admin Center. By toggling off the Help Center, you disable both the search bar and Contextual Help features. Alternatively, you can just toggle off Contextual Help to stop automatic article suggestions while keeping the search bar. This allows customers to connect directly with an agent without seeing articles first.
More related questions
Why are my customers seeing articles instead of chat in Zendesk?
Customers are seeing articles instead of chat because the Web Widget (Classic) has self-service tools enabled. These tools, Help Center and Contextual Help, encourage customers to use help center resources before connecting with an agent. The Help…
What is the Help Center setting in Zendesk's Web Widget?
The Help Center setting in Zendesk's Web Widget embeds a search bar in your widget. When enabled, it requires customers to search for answers in your help center before they can connect with a live chat agent. This setting is designed to encourage…
What does Contextual Help do in Zendesk's Web Widget?
Contextual Help in Zendesk's Web Widget provides proactive article suggestions based on the webpage your customer is viewing. This feature becomes available after enabling the Help Center setting. It displays a list of pre-populated articles when…
How do I configure Zendesk's Web Widget settings?
To configure Zendesk's Web Widget settings, navigate to the Admin Center and click the Channels icon in the sidebar. From there, select Classic > Web Widget. You can toggle the Help Center and Contextual Help settings on or off to control how…
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