Support customers in Messenger

Ask a question

Customers can ask product questions in Messenger. Cactus answers from the product's knowledge and shows source cards for cited pages.

Browse help and releases

When the Help Center is live, Help opens its pages inside Messenger. If Help is off, Help opens the Help Center in a new tab. What's new shows the release feed when the product has a public release. For a walkthrough of Help Center browsing, see Browse and ask questions in the Help Center.

Resume a conversation

Conversation history stays in the browser. If a visitor reloads while Cactus is answering, Messenger reconnects to that turn and shows the answer if it finished while they were away.

Send feedback

Visitors can rate an answer positively or negatively. Messenger sends the rating with the question and answer.

Visitors can select Talk to a human before asking a product question. The request opens a thread under Waiting on you in the Inbox. Your team handles the thread in the Inbox.