If both Self-Service Channels and Live Channels are enabled within the Web Widget, which is presented first?

When both Self-Service Channels and Live Channels are enabled in the Web Widget, Self-Service Channels take precedence and are presented to users first. This design choice promotes a self-service approach, allowing users to find answers and solutions through available resources before seeking live assistance. By guiding users to the Help Center, knowledge base articles, or FAQs initially, organizations can improve efficiency, reduce wait times for support agents, and enhance the overall user experience.

The rationale is that many queries can be resolved through self-help options, which alleviate the demand for immediate live support. Presenting these channels first maximizes the likelihood of users finding the information they need without further assistance, making support operations more efficient. As a result, when a user interacts with the Web Widget, they will encounter these self-service options prior to being offered live chat support.