Enable live chat when Self Help search result is empty

Updated On 15 May 2025
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When an end user is unable to find help content for their issue, Whatfix Self Help can be configured to integrate with your existing live chat application. Once set up, live chat support enables end users to connect directly with your support representatives for further assistance.

The Live chat option automatically appears when a search term does not return any results. End users can click Live chat to seamlessly get redirected to your live chat provider. The chat application opens in a new browser tab.

Info:

Expand the accordion(s) for more details.

Enable live chat in old Self Help

Note:

The old Self Help experience will be deprecated after June 2025. If you'd like to enable the Improved Self Help experience earlier, contact support@whatfix.com.

End-user experience:
self_help_chat

Use the following steps to integrate live chat in Old Self Help:

On the Whatfix Guidance dashboard, click Style.
Click Self Help.

Click Support.
Select the Chat support checkbox.
Enter the URL that your end users can use to access your live chat.

Note:

Modify the text to be displayed to end users when there are no results found.
no_search_result_text

Click Save.

Info:

Ensure that you push the changes made to Production so that the latest behavior reflects for end users.

Enable live chat in Improved Self Help

Info:

Improved Self Help is a Beta feature. To enable Improved Self Help on your dashboard, contact support@whatfix.com. Improved Self Help provides an enhanced and revamped end-user experience of the Self Help widget. Once enabled, end users see Improved Self Help instead of the Self Help widget.

End-user experience: