Chat and Knowledge bases

Besides from our data sync integrations, where you can sync data between Userflow and other tools, the Userflow Resource center can integrate with your live chat and knowledge base providers.

Integrations with live chat providers

The Userflow resource center can seamlessly integrate with your live chat provider via the Contact block chat option. When your users click on the Chat icon in the contact block, the resource center will close and your live-chat provider will be activated:

When they then close the live chat provider, the Userflow resource center will show again.

The resource center currently integrates with the following live-chat provider options:

• Crisp  

• Freshchat  

• Help Scout  

• HubSpot  

• Intercom  

• Zendesk Web Widget (Classic and Messenger)  

Connecting a chat provider or AI agent that isn't listed

The native chat options are conveniences — under the hood, the Resource Center's Contact block → Chat option simply calls JavaScript to open (and later close) a chat widget that's already installed in your app. Because of that, you can wire up any chat provider or AI agent the same way, including ones not in the list above — for example Sierra or another AI support agent.

To connect an unlisted provider:

1. Make sure your provider's widget/SDK is already loaded in your application.

2. In the Resource Center builder, open the Contact block settings and, in the live-chat provider dropdown, choose Custom / Other.

3. Point the open/close hooks at your provider's own show/hide functions, so clicking Chat opens your widget and closing it returns the user to the Resource Center.

As with the native providers, this doesn't require authenticating or configuring anything under Settings → Integrations — it only calls functions on a widget you've already installed.

Note that connecting with live chat providers does not require you to authenticate or set up anything via Settings > Integrations as the integration just rely on using javascript functions to open and close a live chat provider that is already installed in your application. So all the configuration is done via the Resource center Contact us block.

Integrations with Knowledge base providers

The Resource center Knowledge base block enables your users to search your existing knowledge base without leaving your app.

Clicking a search result will open the article in a new tab. There’s also a link button in the top, which takes the user to your knowledge base front page.

We currently support searching directly in the following knowledge base providers:

Public/Unauthenticated search

• Freshdesk  

• HubSpot  

• Zendesk  

Authenticated search

• Intercom  

• Zendesk  

For all other knowledge base providers or home-built docs sites, you have the following options:

• Google Search: Provides similar results to google.com when searching for site:yourdomain.com/path. This requires that your site is indexed by Google.  

• Adoption Agent: If you’re using our Adoption Agent, you can utilize its sources for searching. This requires that your assistant is trained and published. You do not have to use the assistant for AI chat, so if all you want is knowledge base search you can also use the assistant like this. Searching via the assistant does not cost you anything. Using the Adoption Agent as a source also allows you to do authenticated search in Salesforce knowledge bases  

Choose your Knowledge base provider and Knowledge base URL in the builder’s side panel:

Note that the knowledge base integrations does not require you to authenticate or set up anything via Settings > Integrations as they search in public content only. The only exceptions are if you connect your Intercom or Zendesk help center, and use that as source. For that we allow to search articles behind authentication and therefore require you to authenticate via Settings > Integrations.