Question 1

FAQ Section

Accepted Answer

On this page:

How to Linking HC with shops Menu
How to edit the URL link path in the store settings
How to create structure of FAQ
How to add two layer option
How to add a video to your FAQ page
How to add a picture to your FAQ page
[Formatting considerations when editing articles

](#3-formating-considerations-when-editing-articles)

How to Linking HC with shops Menu

Q: Create Rules

On this page: <ul> <li><a href="#9-how-to-create-rules-for-your-workflow-automation">How to Create Rules for your workflow automation</a></li> </ul> <h1 id="howtocreaterulesforyourworkflowautomation">How to Create Rules for your workflow automation</h1> Rules are a powerful tool to improve your workflow. You can keep a list of your customers, automatically add a VIP tag once you hear from them, and assign higher tier support or yourself to answer them. You can also use the Round Robin strategy, automatically assigning tickets to active agents in a cycle. Steps to to create to create Rules for your workflow automation <ol> <li>Settings → Rules</li> </ol> <img src="https://storage.crisp.chat/users/helpdesk/website/82a95f0fbc0a7800/1-rules_m28tj0.png" alt="" /> <ol start="2"> <li>You can create a special list of VIP customers, add VIP tags and their tickets will be automatically assigned to VIP support.</li> </ol> <img src="https://storage.crisp.chat/users/helpdesk/website/82a95f0fbc0a7800/2-vip-rule_ans4dz.png" alt="" />

Q: Creating Chatbots

On this page: <ul> <li><a href="#1-how-to-create-your-chatbots">How to Create your Chatbots</a></li> </ul> <h1 id="howtocreateyourchatbots">How to Create your Chatbots 🧑💻</h1> Steps to create your chatbot for a live chat account <ol> <li>Settings → Chatbots</li> <li>Click the “Create new chatbot” button:</li> </ol> <img src="https://storage.crisp.chat/users/helpdesk/website/82a95f0fbc0a7800/1-chatbot-trigger_1uztwyz.png" alt="" /> <img src="https://storage.crisp.chat/users/helpdesk/website/82a95f0fbc0a7800/2-chatbot-conditions_46zx0h.png" alt="" /> <img src="https://storage.crisp.chat/users/helpdesk/website/82a95f0fbc0a7800/3-chatbot-actions_1fvoetv.png" alt="" /> <img src="https://storage.crisp.chat/users/helpdesk/website/82a95f0fbc0a7800/4-chatbot-example_1qj498z.png" alt="" />

Steps to link the app with your store's menu

Click a button “Add Menu Item” from HelpCenter settings page:

Click Add Menu link

Click Add Menu Item link

Give menu item a name (e.g., Help Center or FAQ);

| Then type /apps/help-center in the link field;

| The option showing this link will pop up. Just select it and click add

How to edit the URL link path in the store settings

Steps to edit the URL link path

In the Settings, select Apps and sales

Question 2

Supported File Formats for Live Chat Attachments

Accepted Answer

To ensure a smooth experience during live chat interactions, only specific file types are supported for upload.

NOTE: If the content of the file does not correspond to its extensions such file will not be uploaded. Example: you have .avi video file, but corrected the extension to be .mp4 - the file will not be uploaded.

Images:

Supported formats for screenshots, photos, and other image files:

.gif
.png
.jpeg, .jpg
.bmp
.webp
.icon
.tiff, .tif

Documents:

Supported formats for text documents, PDFs, and rich text files:

.pdf - PDF
.doc, .docx - Microsoft Word
.rtf - Rich Text Format
.txt - Plain Text
.xml - XML File

Spreadsheets

Supported formats for Excel and other spreadsheet formats:

.xls, .xlsx - Microsoft Excel
.csv - Comma-Separated Values

Presentations

Supported formats for slide decks and presentations:

.ppt, .pptx - Microsoft PowerPoint

Archives and Compressed Files:

Supported formats for uploading zipped folders or compressed data:

.zip
.rar
.tar
.gz (if applicable under application/x-compressed or similar)

Audio:

Supported formats for voice messages, music, and other audio content:

.mp3
.wav
.mpeg
.m4a, .mp4 (audio format)

Video:

Supported format for short videos or screen recordings:

mp4

Question 3

Email Channel

Accepted Answer

On this page:

How to Setup Email Channels

How to Setup Email Channels 📩

Steps:

Adding new inbox

You can add as many email accounts (inboxes) as you need to work with Shopify customers
Different emails for supporting different stores
Bigger stores might need different inboxes for support, sales and other purposes
In order to create a new email account you need to follow these steps: ** Settings → Email channels → ”Add email”**

Mailbox setup

Outlook : You can connect Outlook accounts automatically by following Microsoft instructions.

Gmail, Yahoo, and others : For other email providers, please follow the steps provided in the app.

Receiving emails

Sending emails

Question 4

Onboarding

Accepted Answer

On this page:

How to access the Help Center App Login Page
How to Check Help Center Main Mailbox Window

How to Access the Login Page 👍

Steps:

Open your web browser and go to the HelpCenter website.
On the top right corner of the homepage, click on the "Login" button.

Enter your email and password to log in.

If you are logged into your Shopify store, navigate to the Help Desk section by clicking on "Helpdesk" in the top menu bar. Additionally, you can find "Ticketing" under the same section.

Click on the "Go to HelpDesk" button under the Ticketing section.
Enter your email and password to log in to the Help Desk ticketing system.
Click on the profile icon to open a dropdown menu. The menu includes options such as "Ticket notifications," "Show tickets for," "Settings," "Setup Check List," "Contact Support," and "Log out."
Click on "Settings" to access the HelpCenter settings page.

![](https://storage.crisp.chat/users/helpdesk/website/82a

Question 5

Create Rules

Accepted Answer

On this page:

How to Create Rules for your workflow automation

How to Create Rules for your workflow automation

Rules are a powerful tool to improve your workflow. You can keep a list of your customers, automatically add a VIP tag once you hear from them, and assign higher tier support or yourself to answer them. You can also use the Round Robin strategy, automatically assigning tickets to active agents in a cycle.

Steps to to create to create Rules for your workflow automation

Settings → Rules

You can create a special list of VIP customers, add VIP tags and their tickets will be automatically assigned to VIP support.

Question 6

Creating Chatbots

Accepted Answer

On this page:

How to Create your Chatbots

How to Create your Chatbots 🧑‍💻

Steps to create your chatbot for a live chat account

Settings → Chatbots
Click the “Create new chatbot” button:

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