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Content not showing up in Self Help
  • 07 Jun 2024
  • 2 Minutes To Read
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Content not showing up in Self Help

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Article summary

Issue:

  • You have added content to Self Help, but it does not display when you try to access it on the application.
  • Self Help content is not displayed in the Development instance.

Causes:

  • Content such as Flows, Videos, Articles, etc. may not show up in Self Help in the Production instance when the content,
    • Is not a part of any segment.
    • Does not have proper Tags attached to it.
    • Is segmented to not appear to certain users based on their user roles.
    • Is part of an integration that has failed.
  • If this is the first time you are setting up Self Help, content may not show up in the Development and the Production instances when the conditions given in Map Stages are incorrect.

Solutions:

  • Ensure that the content is a part of a segment. Content is displayed in Self Help only if it is a part of the Self Help segment. For more information on how to add content to a segment, see What is Segmentation?.
  • If you are using a Role Tag, ensure that all your content has at least one Role Tag.
  • Check whether user roles are used to segment content. If so, ensure that the content is added to the specific Self Help segment. See Display content based on user roles.
  • Check if the content is appropriately tagged. The Self Help segment may have been created using a selected Tag method and it's possible that the content that is not appearing is missing the associated Tag.
  • Check if the content or Tags associated with the Self Help are part of any integration. If the integration fails, the content does not show up in Self Help.
  • Ensure that the conditions given in Map Stages are correct. For more information, see How to add conditions in Map stages?.

Check for the following criteria if you have a Smart Context enabled account.

  • For static content such as Videos, Links, and Articles, each content must have the respective Page Tag for it to display in Self Help on a particular page. Any content that is not tagged does not appear.
  • If the content needs to be a part of Self Help across all segments, ensure that you are using a global Tag.
  • For Dynamic content such as Flows, if the content is not appearing in Self Help, check if there is a Role Tag or a Page Tag to be added, and sign on as that user to check.
  • If Smart Context is enabled on your account, then the location in which content is displayed is determined by where the content was created. For example, a Flow about Widgets will not appear in the Self Help when opened on the Content page.
  • Ensure that the Visibility Rules of the Page Tags attached to the static content are correct for the content to appear in the Self Help widget.
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If the issue persists, contact support@whatfix.com.


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