Overview

As you guide your users and provide them with helpful resources through UserGuiding material, there may be some instances where they might want to reach out to your Customer Support Team for assistance.

If you have a 3rd party live chat software installed on your platform, you can let your users get support from your team through UserGuiding’s Resource Center.

Configuring the Chatbot Integration

You can install any provider’s live chat into the Resource Center through the code snippet module, given that they provide JavaScript API commands to perform the desired actions. That is because you'll need to use UserGuiding's API command to collapse the Resource Center and other software's commands to show the chat widget.

Here, we’ll use Intercom’s Messenger as an example.

Adding the Module

To integrate Intercom’s Messenger into UserGuiding’s Resource Center:

  • Navigate to the Resource Center Settings, to the Modules section under the Content tab.

  • Click on Add Module button, and select Code Snippet from the dropdown menu.

  • Paste the below code to the empty field:

userGuiding.collapseResourceCenter(Resource Center ID*);
Intercom(‘show’);

* You can see and copy the ID on the current page, right under Resource Center's name.

  • Customize the look of the module, and save your changes.

Hiding Intercom’s Default Launcher

To maintain the user experience, we recommend you hide Intercom’s Launcher so that your users will intuitively know they can open a new chat through the same widget where they can reach all the resources.

  • Open Messenger settings in Intercom, and expand the “Control your inbound conversation volume” section.

  • Depending on your case, select Users or Visitors and turn the switch off for “Show the Messenger launcher”.

Setting Changes Live

Navigate back to your UserGuiding Panel and Publish Changes as the last step. The result will look like this:

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