Can the "Contact us" button that becomes available after searching an article in the web widget be replaced by a button that says "Help Center" for example and if clicked it redirects the help center website?
We're noticing that customers aren't taking the time to look properly at articles so we would like to put in one more step before they can contact us. Basically when they search for something in the widget and article results pop up, the "Contact us button" instead will be a button that redirects to the help center.
There's a similar functionality available that will utilize the interaction with our Chat Bot. Please refer to Using Flow Builder to create bot flows for more information about it. It's a simple version of our Messaging widget that you can customize depending on your needs. Please do take note that it requires Zendesk Suite plans.