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Use Help Center → Channels to let visitors browse published articles inside Live Chat. The Help switch is set separately for each Chat App; it does not change all widgets at once.

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Check what must be ready

For customers to use Help in the widget:
  • The public Help Center must be Live.
  • At least one article must be published. For a particular language, check that published content exists in that language.
  • Help must be enabled for the intended Chat App.
  • That Chat App must be active, correctly installed, and allowed on the visitor’s website.
An article draft or an unpublished review proposal is not customer-visible content. A new revision saved for review does not replace the published version until it is published.

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Enable Help for a Chat App

  1. As an owner or admin, open Help Center → Channels.
  2. Check the Public website card. If it is Offline, review the content before selecting Publish. This makes the Help Center public; it is not only a preview setting.
  3. Under Chat Apps, find the correct app by its name, environment, and status.
  4. Turn on that app’s Help switch. The switch saves immediately; there is no separate Save changes button on this page.
  5. Check for an error and confirm the switch remains on.
If the page says No Chat Apps yet, use Create Chat App to open Live Chat settings. Create and configure the intended app there before returning. If it says Publish an article first, publish reviewed content before relying on Help distribution. The switch is unavailable without administrator access or while the public Help Center is offline. Changing it only controls Help distribution; it does not change chat identity, appearance, anonymous access, allowed websites, or reply delivery.

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Use Help preview without mistaking it for publication

Help preview lets you inspect the current article experience. If several apps exist, choose the intended Preview Chat App. Use Customize widget to open its appearance settings. The preview deliberately shows Help for inspection even when the app’s distribution switch is off. Seeing articles in this preview does not prove they are enabled in your installed widget. Verify the switch and the public website state separately.

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Check the customer experience

  1. Open your installed widget on an allowed website and select Help.
  2. Browse a collection or search for a known published article.
  3. Open the article and check its title, content, links, and Back navigation.
  4. If multiple content languages are available, select the relevant language and check the published translation.
The widget uses the Help Center’s published content. It does not automatically publish drafts, translate missing articles, or use the workspace’s private Evelin language as the public content setting. Help browsing and customer messaging are separate checks. Successful article navigation does not demonstrate that a visitor message or dashboard reply was delivered; the shared dashboard sender currently blocks external Live Chat replies.

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Hide Help or take the site offline

To stop showing Help in one widget, turn off only that Chat App’s Help switch. This does not unpublish articles or take the public website offline. Take offline in the Public website card affects the whole public Help Center and makes its content unavailable to customer Help distribution. Do not use it just to hide Help in one Chat App. Taking the site offline is not deletion of the stored articles.

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Troubleshoot missing Help or articles

  • Help missing from the installed widget: confirm the public site is Live, the correct app’s switch is on, and that app is active. Refresh the host page after configuration changes.
  • Wrong app: compare the installed Public Chat App ID with the app in Settings → Live Chat. Similar display names can refer to different apps.
  • Specific article missing: check publication, the selected language, and collection placement in Help Center. A pending update is not a new published article.
  • Language missing: confirm that the Help Center language is configured and contains published articles; translating the workspace preference alone is not enough.
  • Preview works but customer Help fails: check installation, allowed websites, app status, and the actual customer session. The preview bypasses the distribution switch for inspection.
  • Update error: reload the current app configuration before retrying, especially if another administrator recently changed it.
See Install Live Chat on your website for website and access checks, or Customize your public Help Center for public-site settings.