Your contact page is more than a form. Anyone can ask a question in their own words and get an answer from your help centre on the same screen, and a customer who has bought from you can sign in and chat with their own account open.
Turning it on and off:
On the Knowledge Base screen, under Public Answers, there are switches for this:
- Let visitors get AI answers on my knowledge base page
- On the contact page, ask what they need help with first
- Offer customers a one click sign in, and chat to them once they are in
The sign-in link needs your Contact page set under Settings, General. Turn the middle one off and the contact page opens straight on the form.
Asking first:
With it on, the contact page opens with one question instead of a form. A visitor types what is happening, and the desk searches your help centre and answers on the same screen, before any email address is asked for. One button says That sorted it. The other, Open a ticket anyway, takes them to the form with their question already typed in. Just open a ticket is on the screen the whole time, so nobody is ever held there.
A ticket that came through this step arrives with a private note holding what they asked, what they were told and which articles they read, so your reply starts where the help centre stopped. Only you see it. The Dashboard counts what never became a ticket: how many people asked, how many were sorted on the spot, and the share of the two.
Signing in:
Bought from us before? sits first on the page. The customer types the address they bought with and is emailed a private link. One click, no password. If that address has bought something but never opened a ticket, a contact is made for it, so buyers who have never written in can still sign in.
Chatting with their account open:
Once signed in, the customer is talking to a desk that has their account open. It knows what they own, their keys, how many sites they have left, what is due and every ticket they have opened before, so nobody has to explain who they are.
- The chat is a ticket, so the whole conversation sits in your inbox and on the customer's own page beside their others.
- Send a screenshot or file sits under the chat. A picture of the screen, a PDF, text, a CSV file or a zip, up to 10 MB each and four at a time, goes with the conversation to your inbox, with anything they typed, and they are told a person has it. The AI cannot look at a picture, so a file sent here always goes to a person.
- Talk to a person sits beside every message. Pressing it puts the whole conversation at the top of your inbox with an Asked for you tag and their account attached, and tells them when to expect you.
- They get the same We got your message email as a form ticket, with the reference and what they last asked, so they have an email to reply to. Anything else they type in the chat goes onto that ticket too.
- Nothing about what a customer has paid or is owed is ever put in front of them, and the chat hands over by itself for anything about money, a refund or an account being closed.
- There is a limit on how many messages one customer can send in an hour.
Which product?
If the customer picks a product on the contact page, that choice settles the whole conversation, so a question like what is included is answered for the thing they chose, whether they are signed in or not.
Keeping the bill sane:
Answers on this page spend your own Claude credit, so the same two caps apply as on your help page. They are on the same screen and are covered in Feeding It Your Own Documentation, And The Search That Answers.