Introducing Article Suggestions in Messenger!

Introducing Article Suggestions in Messenger!


You can now suggest your top three articles to customers directly on the messenger home screen. With Article Suggestions, customers will see a suggested list of articles even before they start searching for help or beginning a conversation with you.


Article Suggestions can play a crucial role in increasing articles view rate by up to 135%, and in turn reducing inbound conversations especially for repetitive inquiries. Here is how you can maximize the value of your articles:

  1. Ensure your help center is switched on for customers to browse articles 
  2. Provide customers the flexibility to search and browse for Articles directly within the Messenger
  3. Take it a step further with Article Suggestions - Simplify customers’ search for help by providing suggestions to articles even before they start searching. 


Messenger Home Screen Article Suggestions 

You can also exclude selected articles from appearing in the suggested list by changing the Article Settings. 


Read more about Article Suggestions in the help center here.



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