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Linking messenger to wiki
Messenger can surface your public wiki articles to visitors before they start a live chat, so common questions get answered from existing help content without needing a human reply.
How the wiki connection works
When Messenger is linked to your public wiki, the chat widget opens with a searchable help centre instead of jumping straight to live chat. Visitors see a search bar and a list of suggested articles. Typing a keyword filters the wiki content in real time, and clicking an article opens it directly inside the widget.
Self-service before live chat
If a visitor finds the answer in a wiki article, the question is resolved without any team member involvement. If the visitor still needs help after reading the available content, a "Start a conversation" option opens a live chat from within the same widget. Visitors move from reading an article to typing a message without leaving the chat panel, so the handoff from self-service to live support feels natural.
Reducing support volume
Common questions like "how do I reset my password?" or "what are your pricing plans?" can be answered by wiki articles rather than live replies. Each question handled by a wiki article is one fewer conversation in your inbox. As the wiki grows with more content, more visitor questions get resolved automatically.
Linking Messenger to your wiki means the chat widget doubles as a self-service help centre, so visitors get instant answers from articles and only start live conversations when they need to.
