Relevant content does not display in Self Help

Issue

Self Help content is not appearing contextually to different audiences. The same content is being shown to all users in spite of creating segments

Probable Causes

• Role Tag issues: Consider the following issues that might occur if you have at least one Role Tag on your dashboard.

  • Your content doesn't have a Role Tag attached to it. If your account uses Role Tags, all content must have a Role Tag attached; otherwise, no content is shown to anyone.

  • Your role does not match the Role Tags attached to the content. You see only content that is relevant to you based on its attached Role Tags.

  • The Role Tag Visibility rule configured while creating the Self Help widget overrides any Role Tags attached to the content within the Self Help widget.

    For example, if you have Flows with Account Manager and Content Manager tags attached and you add them to a Self Help widget with an Editor Role Tag configured in the Visibility Rule, the Self Help widget along with all the Flows are visible only to the Editor role, regardless of the other Role Tags attached to the content.

• Page Tag issues: The following issues might occur if your content is tagged with Page Tags.

  Your content is tagged with a Page Tag that does not include the page you are viewing the Self Help segment on.

• Smart Context issues: Smart Context, when enabled, automatically tags content created on a particular page with an Auto Tag.

  • With Smart Context enabled, all content must have at least one Auto Tag attached to it. Otherwise, it doesn't appear in Self Help.

  • Your content might have an Auto Tag that does not include the page you are viewing the Self Help segment on.

  • The application might contain iframes where Whatfix is not being evaluated. It prevents Smart Context configurations and tags from being processed, resulting in content not appearing in Self Help.

Suggested Solutions

• Ensure that you add the relevant user roles' tags to the widget segment. For more information, see Add Page Tags or Role Tags to Content. For example, add the Account Manager and Content Manager tags to the respective widget segments. If you want to show content based on different user roles, create dedicated segments for each role in Self Help and add relevant content to each segment. For more information, see Displaying Content Based on User Roles.

• Ensure all content has at least one Role Tag if your account uses Role Tags, and ensure your role matches the Role Tags attached to the content.

• Removing the Role Tag condition from the Self Help Visibility Rules prevents the overriding of any Role Tags attached to the content in the Self Help widget by the Role Tags added in the Visibility Rules.

• Ensure your content is tagged with the relevant Page Tag to make it visible on the required page. For more information, see Add Page Tags and Role Tags to Content.

  Note:

  If Smart Context is enabled, the Page Tags are automatically created.

• If Smart Context is enabled, ensure your content has the relevant Auto Tag.

  • For in-app content such as Flows, ensure the first step targets an element present on the page where you are viewing the Self Help segment.

  • For static content such as Links, Videos, Articles, and PDFs, add the Global-Page tag to the content. This ensures that it shows on all pages when Smart Context is enabled. Further, segment it using Page and Role Tags.

Note:

• If your account has multiple Global tags, select the one with the highest number. For example, if the tags in your account are Global-Page, Global-Page_1, and Global-Page_2, content should be tagged with Global-Page_2. For more information on viewing the Global tags available in your account, see How can I view the Global tags created in my account?

• If the issue persists, contact support@whatfix.com.