WM Support Assistant

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Getting Started

WM Support Assistant Overview Overview of the knowledge base, Support Assistant, FAQ page and contact fallback. The Typical Support Workflow From opening the Support Assistant to sending a contact request: the typical visitor workflow. System Requirements and Preparation WordPress, PHP and email requirements before setup. Install the Lite Version Installation and activation of the free base version. Install the PRO Add-onPRO Set up PRO as an add-on to the installed and active Lite version. Activate the PRO LicencePRO Store the licence key, link the website and unlock PRO features. How Lite and PRO Work TogetherPRO Dependency, shared data and behaviour with or without a valid PRO licence. Quick Start: Ready in 5 Steps Recommended sequence for a clean initial setup. Lite vs PRO: Feature Comparison Which features are included in the Lite version and which areas are extended by PRO. Notice on Terms of Use and Liability Texts Technical function, sample page and distinction from legal advice.

FAQs & knowledge base

Create and edit FAQs Manage the question, answer and knowledge base settings of an FAQ. FAQ categories and tags Structure FAQs by topic and make them available for search, filters and related questions. Maintain Search Terms and Synonyms Add alternative terms so visitors can find an FAQ more easily. Global instant answers Choose which FAQs are offered first when the Support Assistant is opened. Automatically display related questions Automatic related-question logic based on categories and tags. Contact Button per FAQ Lead visitors directly from a specific answer to the contact form. FAQ overview, order and duplication Read the FAQ list, maintain the order and duplicate existing FAQs.

Support Assistant & settings

Configure the Floating Support Assistant Master switch, structure and basic functionality of the floating widget. General behaviour: number of items, loading more and related questions Control how many initial FAQs, “Show more” items and related questions are displayed. Understand weighted search Which content is searched and why some results rank higher. Keep State When Changing Pages Restore the support view within the current browser tab using sessionStorage. Design, Colours and Typography Adapt the panel, cards, search field and font sizes to the website design. Style and Position the Sticky Button Configure launcher colours, size, position and spacing. Responsive Visibility and Mobile Sizes Show or hide the widget by device type and define mobile sizes. Customise front-end texts and labels Change visible texts without having to edit language files. PRO: Advanced Frontend ControlPRO Content types, exclusions, enlarged panel, custom icons and proactive help bubble.

FAQ Page & Shortcode

Standalone FAQ and Help Centre Page Display the same knowledge base as a standalone page section. Shortcode Parameters for Category, Tag, Search and Filters Limit the FAQ page to specific content using shortcode parameters. FAQ page: search, category filter and counters Configure the search field and category navigation of the standalone FAQ page. FAQ page: accordion, rating and “Show more” Configure answer display and progressive loading on the standalone FAQ page. Design the FAQ page and offer contact when no results are found Configure the layout, colours, text sizes and contact fallback of the FAQ page.

Contact & Feedback

Contact Form as a Support Fallback Fields, source information and transition from self-service to direct contact. Contact Form Spam Protection and Rate Limiting Understand the honeypot, minimum completion time and temporary rate limit. Configuring the Contact Email and Recipient Recipients, wp_mail(), Reply-To and typical delivery requirements. Confirmation View After Sending Success message, icon, return action and customisable text. Helpful / Not Helpful Feedback Collect ratings and evaluate them in the FAQ overview. PRO: Store Support Requests and Send an AutoresponderPRO Archive requests additionally in WordPress and send an automatic acknowledgement.

PRO: Page-Specific FAQs

Page-Specific FAQs at a GlancePRO Compile suitable starting FAQs for individual pages from categories, tags and individual FAQs. FAQ sources: categories and tagsPRO Control automatic FAQ selection using topic-based sources. Add Individual FAQsPRO Extend the automatically selected source set with specifically chosen individual FAQs. Sort and Load More Page-Specific FAQsPRO Arrange the complete combined list using drag & drop and understand the initial display. Disable the floating button on individual pagesPRO Disable the floating button on individual content items without disabling the shortcode.

PRO: Statistics & requests

Knowledge Base Statistics at a GlancePRO Analyse search behaviour, missing answers, FAQ views and support requests. Analyse Search Terms and Knowledge GapsPRO Use top searches and searches without results to create new or better FAQs. Manage Support RequestsPRO Use the local request archive with New, Completed and Trash statuses. Requests: bulk actions, trash and CSV exportPRO Process, delete or export multiple support requests.

PRO: FAQ Assistant & content monitor

FAQ Assistant and Content Monitor overviewPRO Monitor website content locally for new, changed or removed sections. Monitoring Settings and Scan IntervalsPRO Configure automatic scans, content types and thresholds. How the Content Monitor Detects SectionsPRO Heading-based sections, Elementor content and filtering of builder noise. Detected change types and statusesPRO Classify new pages, sections, changes and removals correctly. Review changes and create FAQ draftsPRO Turn a detected content change into an editorial task or FAQ. Export changes for colleagues or external toolsPRO Share selected changes as Markdown, JSON or CSV. Resetting and Testing the Content Monitor ProperlyPRO Baseline, test change and a typical verification sequence for initial setup.

System, Data & Privacy

System Area and Support Report Copy the technical configuration in a compact form for support cases. JSON Import and Export Back up FAQs and plugin settings or transfer them to another installation. Privacy and Local Data Processing What data is processed locally and how Lite and PRO differ. PRO: Licence and Update Service as an External ServicePRO Which connection PRO requires for licence checks and private updates.

Technical Support & Help

The Floating Support Assistant Is Not Displayed Check the master switch, responsive settings and PRO exclusions. Search or FAQ Page Finds No Matching FAQs Check status, search terms and the differences between global search and shortcode search. Contact Emails Are Not Arriving Systematically check the recipient, wp_mail(), spam protection and mail server. PRO Issues: Licence, Page Context, Statistics or Content MonitorPRO The most important PRO troubleshooting steps summarised.