Contact options on your help center

At the bottom of the help center's home page and every article sits a contact card: a heading, a line of text and a Contact us button. It is for customers who searched and did not find their answer. Set it up on the help center's Contact tab in Settings > Help center; only admins can change it.

Set up the card#

1. Make a contact form first if you do not have one; see Contact forms.

2. On the Contact tab, switch on Show the contact card.

3. Under Where it goes, choose the Contact form the button opens. Its messages arrive as tickets on the Contact form channel.

4. Optional: choose a Mailbox, when there is no contact form. Without a form, the button starts an email to that address in the customer's mail program, and the address shows on the page.

5. Under Card text, write the Line on the card for each language, or leave it for the default ("Write to our team and we will answer by email.").

6. Check the preview and click Save changes.

The card is hidden until it has somewhere to go: with the switch on but neither a form nor a mailbox chosen, customers see no card.

A contact form or a mailbox?#

Use a form where you can. The customer picks a subject and gives their order number, your address stays off the page, and automated posts are dropped before they reach your inbox. A mailbox is a fallback for teams that have not made a form yet; its address is printed on the page, where bots can collect it.

The button opens the form's own page in the same tab. To bring customers back to the help center afterwards, mention its address in the form's After sending text.

Seeing who used it#

Each click on the button is counted. The help center report shows contact clicks over time and which articles customers clicked from, which points at the articles that did not answer the question. See Help center statistics and tracking.

What is not available#

A chat card that opens your chat window, and a phone card with your number and hours, are shown switched off on the Contact tab because those channels are not available on the help center: the chat cannot be added to help center pages, and phone support is not built. For chat, customers can use the chat on your store; see Put chat on your store.