Search or browse Article collections directly from the Messenger to drive better self-serve support

🔎 Search or browse Article collections directly from the Messenger to drive better self-serve support

We have completely redesigned the Article Search App to be an integrated Help Center experience that helps drive better self-serve support by allowing your customers to search and browse your Articles directly from the Messenger. Our research shows that about half of users prefer to browse to find content, rather than searching.

With the new Articles in Messenger, you can encourage your customers to help themselves first, leading to an up to 3X increase in Articles engagement. New settings allow you to:

1. Move the Article card to be more prominent at the top of your Messenger, helping your customers get answers faster
2. Require customers or a subset of customers to search or browse for an answer before being presented with the option to chat with your team
3. View articles in an expanded window for easier reading while in the Messenger

📱 This is supported on mobile too! Just be sure to update to the latest SDK version 10.3.0 in iOS and 10.2.0 in Android.

To learn more, visit the Help Center or check out our blog post!