Widget tips and tricks

• For support
• For marketing
• For analytics
• For the site owner
• Start small
• Related articles

Ideas for support, marketing and analytics teams. Each one is a few lines on top of the data layer.

For support

• Deflect the top five questions. List the answers as articles and the same questions as suggested questions. Visitors reach the answer in two clicks and never see the form.
• Let the AI do the first pass, keep the human for the rest. When an answer does not help, Create a ticket carries the question and the answer into the description, so the agent starts with context instead of "it does not work".
• Know where the customer was. Fill a Source page field, then read it before replying.
• One Widget, several teams. Prefill projectIdentifier and trackerValue per page: the billing page creates tickets in the Billing project, the docs page in Support.
• Close the loop. Review the questions that may need an article weekly and write the missing article.

For marketing

• Pricing page rescue. A Teaser after the visitor leaves the pricing section without clicking, see Teaser and page buttons.
• Campaign-aware welcome. A retargeted visitor sees an offer, a first-time visitor sees help.
• Ask next to the content. A "Ask AI about this" button with data-hdw-ask under a feature description.
• Tag tickets with the campaign. UTM values in a custom field show which campaign brings requests, not only clicks.
• Stay out of the way. Use frequency: 'once' for promotions and 'visit' for help.

For analytics

• Funnel in GA4. widget_open, then ask_sent or article_open, then ticket_created. A falling last step with stable first ones means the Widget solves more questions.
• Segment by help. Build a GA4 audience from hdw_ask_vote with helpful false and show those visitors a Teaser with a contact link.
• Article ranking. article_open by source shows which articles are read; compare with the pages that bring the tickets.
• Keep the data clean. Drop article_search.query before it reaches GA4.

For the site owner

• Different tone per page. Push title and suggestedQuestions per page group.
• Quiet pages. Push hide: true on checkout or on a page where the Widget gets in the way.
• Logged-in customers. Prefill name and email from your session: they skip two fields. Remember that these values are a hint and not proof of identity.
• Dark sites. Use the dark-theme style class or theme: 'dark'.
• Match the brand. One accent colour with color, shape with rounded-large and shadow-none.
• Single page apps. Push the settings of the page on every route change.

Start small

1. Turn on the Widget with the ticket form.
2. Add five articles and turn on the Articles tab.
3. Add Ask AI with the same wiki as the knowledge source.
4. Add the events function and watch for two weeks.
5. Add one Teaser on the page with the most tickets.

Related articles

• Helpdesk Widget
• Ask AI
• Events and analytics