What is Self Help?
- 16 May 2025
- 4 Minutes To Read
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What is Self Help?
- Updated On 16 May 2025
- 4 Minutes To Read
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Print
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PDF
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Overview
Self Help is a Whatfix widget that displays a collection of Whatfix content, selected by content authors, to your end users through an in-app panel. It serves as a central hub for end users to instantly access relevant Whatfix content 24x7, anywhere within the application.
Info:
Expand the accordion(s) for more details.
Improved Self Help Experience
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.
Improved Self Help consists of the following features:
- A collection of Whatfix content selected by content authors for end users to consume.
- A search capability that enables end users to search for Whatfix content using keywords.
- Whatfix AI capabilities that enhance the end-user experience of finding relevant information.
- Feedback and support options for end users to communicate with content authors through various channels.
- Analytics for content authors to gain insights into the engagement of end users with Improved Self Help and your Whatfix content.
- Customizations that enable content authors to change the appearance and end-user interaction experience with Improved Self Help as per their preferences.
Overview of Improved Self Help
Pin
End users access Improved Self Help using Pin, a floating icon on top of the application.
Improved Self Help panel
Click Pin, to expand the Improved Self Help panel.
Explorer and Feedback
Improved Self Help consists of two components:
- The Explorer component enables end users to access and search for Whatfix content.
- The Feedback component enables end users to directly communicate with content authors regarding issues with Improved Self Help or the underlying application.
Last state of the panel
Improved Self Help re-opens exactly as it was before it was last closed.
- It retains search queries and results in Explorer.
- It retains any content that was open in Explorer.
- It retains selected options and text in the feedback form.
The state the Improved Self Help panel was in before it was last closed is called the last state of the panel.
Directly access Explorer or Feedback from Pin
To access the Explorer or Feedback components, hover your cursor over Pin, and click the respective icon. The panel opens in its last state for the component you are opening.
Product feedback
After end users use Improved Self Help for the first time, they are prompted to rate their experience using Improved Self Help. This helps us assess the quality of the feature.
For more information on creating an Improved Self Help segment, see Create a Self Help Segment.
Old Self Help Experience
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.
Self Help enables you to display different content to your end users in different scenarios using Self Help segments. Each segment contains its own set of content and can be configured to display based on different conditions, such as the page of the application or the role of the end user using the application.
For example, create a Self Help segment that appears only on the Home page of your application and contains only Flows that start from that page.
Whatfix enables you to add Flows, articles, videos, images, PDFs, links, and repository links to a Self Help segment.
The following is an example of how an end user can watch a video added to Self Help:
How does Self Help work?
Info:
Expand the accordion(s) for more details.
For end users
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The Self Help widget appears as a side panel within the application.
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End users can click the widget to open it and view its content. The content inside the widget depends on the segment being shown to the end user. The list of content shown when the widget is opened is called the default listing of the segment.
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End users can search for content using the search bar in the Self Help widget. The content list that appears when searching in Self Help is called the search results.
For content authors
Content authors can create and configure Self Help segments from the Whatfix Guidance dashboard to deliver relevant content to end users based on context.
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Create a Self Help segment from the Widgets section of the Whatfix Guidance dashboard. For more information, see Create a Self Help segment.
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Select the content you want to display to your end users and decide how you want to display it.
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Set the order in which you want to display your content to end users. Only the first 20 pieces of content in the segment are part of the default listing displayed to your end users.
Note:
- Configure the count of content in the default listing by contacting support@whatfix.com. The configuration applies across all Self Help segments.
- Personalization is a Self Help feature that recommends content, called personalized content, to your end users. Personalization gets enabled once your account is eligible for it. When Personalization is enabled, the top 5 positions in the default listing are reserved for personalized content. For more information, see Personalization in Self Help.
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Organize content in a segment using Self Help groups. For more information, see Self Help groups.
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Configure where the segment displays on the application from the Visibility tab. Here, you can set up the segment to display on specific pages, for specific users, and more. For more information about the different ways you can set the visibility of a segment, see Visibility and Display Rule Conditions.
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Decide what content appears in the search results of a segment by configuring its Search Scope. For more information, see Search Scope of a Self Help segment.
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Explore additional configurations for your Self Help widget in the Self Help Themes section of the Dashboard, including:
- Incorporating end-user feedback
- Adding animations to the Self Help widget
- Integrating email and chat support
For more information, see Configure Self Help.
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