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Use tawk.to to easily create a customized help center, including knowledge base and live chat, then seamlessly embed it in your Event App or Community as a standalone feature, or in a live stream Custom Tab. Keep reading to learn more! 📖
For more information on Tawk, including how-to's, capabilities, and more, check out their awesome Help Center. We particularly recommend the following resources:
Create Your tawk.to Help Center
Head to tawk.to and create an account, then you'll be directed through creating a new Property. Enter the name of your event and paste the shareable Web App link found in the Webex Events Platform. This lets tawk.to embed the chat widget in your Web App. Finally, enter a Widget Name such as "Event Help", and click Next.
On the next step, add any other team members that should have access to the knowledge base, and select whether they should have access as an admin or agent. To learn more about these roles, see the tawk.to article on the topic. After you're done inviting team members, click Next.
On Step 4, simply click Done.
Set up the Knowledge Base
You'll now be on your account dashboard. It's time to set up your Knowledge Base!
Click the Knowledge Base book icon in the left menu, then click Set Up Knowledge Base to start creating a page. On the page that appears, click Start.
On this page, enter a Knowledge base name, subdomain, and default language. Tawk.to will suggest a name and domain based on your Property Name. Click Next when you're done.
In the Appearance section, we recommend uploading your event’s logo and then setting the base color to match your event’s branding. Choose your preferred Font Style, then click Next.
You'll now see the management page for your Knowledge Base. There are lots of customizations you can do, so check out the tawk.to article about setting up the Knowledge Base for more information.
Now that you've customized all of your Knowledge Base's settings, it's time to start adding articles and categories.
Tawk.to provides excellent instructions on adding articles, so check out their article to learn how.
⭐️ Keep in mind, if you have six or more articles, we recommend putting articles under categories. That way, attendees can quickly browse through to find articles that are relevant to them.
Customize the Chat Widget (optional)
If you want to provide chat support to your attendees, go to the Configure page and click the Chat Widget option under Channels. If you need help setting up the Chat Widget, check out the tawk.to article about configuring it.
Embed the Knowledge Base
Once you're done configuring your Knowledge Base, articles, and Chat Widget, you're ready to embed the help center in your app.
From the Knowledge Base channel page, copy the Subdomain URL.
Add a help center feature
If you'd like a dedicated tab in your event where folks can read your help content and access chat, you can do so with the Web Link feature.
Simply add the feature to your event, edit it, and enter the URL that you copied in the previous step. Make sure you uncheck the Open link in external browser box so the Knowledge Base will embed in your event's Web App. You don't need to use the Pass Data to URL checkbox.
⭐️ Keep in mind, you can change the feature name and icon to better reflect your help center! Click the Settings (⚙️) icon to change them.
Web App users will see your help content embedded in the Web App, so they can get help or more information without leaving the Event App.
Mobile app users can click the tawk.to feature to launch the help center in their device's default browser.
Embed with a Custom Tab
If you'd like to use your tawk.to knowledge base to provide help during live streams, you can add it to a Live Stream feature or an Agenda session. For more information on using Custom Tab in a Live Stream feature, check this out. For a look at using a Custom Tab in an Agenda session, see this article.
Web App users will see your help content in a tab to the right of the live stream panel, so they can get help or more information without leaving the live stream or opening a new browser tab.
Mobile app users can click the custom tab to launch the help center in their device's default browser.
Now you know all about using tawk.to in your event! Thanks for coming to my tawk. 😉
Let us know if you used this in your event and found a specific feature useful, or if we missed something that you think we should share with other customers.
Questions? For help with any outside vendors, please contact their support.