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How to show Help Center articles inside the Web Widget

Last updated on Aug 31, 2026

When to use it

  • You want visitors to see your Help Center articles as soon as they open the chat on your site, before talking to an agent

  • You want to reduce ticket volume by offering self-service inside the widget itself

  • You already have a Help Center with published articles and want to make use of it in the Web Widget

Prerequisites

About this article

When you link a Help Center to a Web Widget inbox, the widget's home screen starts showing an "Artigos Populares" (Popular Articles) block above the button that starts a conversation. Visitors read the article without leaving the chat and, if it does not solve their problem, they start the conversation right there.

This setting is the opposite of enabling the chat inside the portal. Here the articles appear inside the widget. To place the support widget inside the Help Center, see How to enable the Web Widget in the Help Portal.

What shows up in the widget

  • Up to 6 articles, sorted by the most viewed ones in the portal

  • A "Ver todos os artigos" (See all articles) link, which opens the full Help Center inside the widget itself

  • When you click an article, it opens in reading mode within the widget — visitors go back to the chat using the back button

Step by step

Step 1 — Open the inbox settings

  1. In the side menu, go to "Configurações → Caixas de entrada" (Settings → Inboxes)

  2. Click the Web Widget inbox where you want to show the articles

  3. Open the "Configurações" (Settings) tab

Step 2 — Select the Help Center

  1. Scroll down to the "Centro de Ajuda" (Help Center) field

  2. Select the Help Center that should feed the widget

  3. Click "Atualizar" (Update)

The "Centro de Ajuda" (Help Center) field only exists on Widget Web (Web Widget) inboxes. If you cannot find the field, make sure you opened the right inbox.

Step 3 — Check it on your site

  1. Open the site where the widget is installed

  2. Click the chat bubble

  3. The "Artigos Populares" (Popular Articles) block should appear on the home screen, above the conversation button

If the articles do not show up right away, wait about 2 minutes and reload the page — the list displayed in the widget has a short cache.

Frequently asked questions

Can I choose which articles are shown?

Not from this screen. The widget always shows the 6 most viewed articles in the portal. There is no manual selection or custom ordering — the order follows each article's view count.

Do draft articles show up?

No. Only articles with the "Publicado" (Published) status make it into the list.

What if the Help Center has more than one language?

The widget uses the language configured in it. If that language exists in the Help Center, it shows the articles in that language; otherwise, it uses the portal's default language. The match is exact: a widget set to es will not use articles in es_ES.

Can the article block fail to appear?

Yes. If the portal has no published article in the resolved language, the block simply is not displayed and the widget opens straight to the conversation button.

Can I use the same Help Center in several inboxes?

Yes. One Help Center can feed several Web Widget inboxes. The reverse is not true: each inbox points to a single Help Center.

How do I unlink the Help Center from the widget?

Go back to the "Centro de Ajuda" (Help Center) field, select the blank option ("Selecionar Centro de Ajuda" / Select Help Center) and click "Atualizar" (Update).

Notes