A messenger is the ultimate customer support widget that brings live chat, knowledge base and a contact form into a single place for your customers. An integrated knowledge base helps your customers answer their questions themselves before reaching out to your team.
The widget lives as a small question mark button on the bottom right corner of your website:
1 - When connected with a knowledge base, the first thing your customers will see in the widget is the knowledge base search and article listing. This encourages the customers look for relevant articles before reaching out to support.
2 - If somebody on your team is available for chat, the "Contact Us" button on the knowledge base listing will start a chat.
3 - If nobody is available for chat, the "Contact Us" button on the knowledge base listing loads a contact form. A ticket is created when a customer submits the form.
For an example of a help center widget, see the "?" at the bottom right corner of enchant.com
Live chat can be easily disabled from the messenger configuration, leaving just the knowledge base and a contact form.