Hello there,
It's great that any user can contact us via chat after reacting negatively to an article in the Help Center. However, are there any updates on further setting this up? I noticed this was posted a year ago.
The user eventually reached live chat after 12 minutes. Is there a way to make changes, add a workflow, or implement any improvements? Thank you!
Best answer by Emilygav
Hey there
It is currently not possible to inject JavaScript into a Help Article to achieve this functionality.
This limitation means that you cannot directly create a link within an article that opens the Messenger and starts a conversation when clicked.
However, this has been flagged as a feature request for future consideration, I’ll go ahead and add your case here as a feature request also!
If you have specific use cases or reasons why this feature would be beneficial, sharing that context could help prioritize its development.
Hope this help clarify 💪🏼
+3Hey there
It is currently not possible to inject JavaScript into a Help Article to achieve this functionality.
This limitation means that you cannot directly create a link within an article that opens the Messenger and starts a conversation when clicked.
However, this has been flagged as a feature request for future consideration, I’ll go ahead and add your case here as a feature request also!
If you have specific use cases or reasons why this feature would be beneficial, sharing that context could help prioritize its development.
Hope this help clarify 💪🏼
Hi there!
Thank you so much for your reply.
This feature will enhance both our SLA accuracy and the user experience. We want to receive their chat within 2 minutes (our workflow for the first response time) to provide optimal assistance or to have the possibility to activate FIN for some replies. However, these chats which came from an article, will only be assigned to an agent after 12 minutes (as I tested them).
Thank you again and if this will be updated in any way, it will be awesome.
Have a great one!
Alexandra Tatar
If conversations from an article aren’t working as expected, check your conversation settings in Intercom. Make sure messages are assigned to the right inbox or team, and see if any automations or bots are affecting how they're routed. Also, try testing with different articles to see if it’s a broader issue or just one specific setup.
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