Use Customize > Default text to change KnowledgeOwl's default wording to better match your organization. Refer to Customize default text overview for more information on using this feature overall; refer to Add and remove customized text strings for instructions on editing text strings.
On this page, we walk through all of the Contact Form Default Text Strings available with accompanying screenshots to show how they're used.
Contact Form text customizations are only necessary if you're using the Contact Form. Refer to Contact Form for more information on using this feature.
The Contact Form basically has three main pages:
- The initial search page: This page prompts the viewer to search for something
- A search results page: Their initial question or phrase is searched and we return potentially useful articles. They select whether the article there answered their question. If they say it did answer their question, they're kicked to a confirmed self-serve success page and finish the form. If they say it did not answer their question, they move to the full form.
- The full contact form: Once someone has navigated through the first two pages and confirmed that none of the suggested resources answered their question, they're presented with the full contact form. Submitting this form will trigger an email (or whatever method of contact form submission you've selected!) and will then present a confirmed submission page.
Contextual help widget users
These text strings will update the Contact Form in the full knowledge base only. If you're using the Contextual Help Widget (2.0), update that text in KB settings > Widget. (Text in Modern & Legacy Contextual Help Widget (deprecated) won't update).
Default text string references
Here's a list of all the Default Text strings available in the Contact Form Knowledge Base Section:
| Default Text String | Description | Additional notes/description | Screenshot References |
|---|---|---|---|
| Contact Form | Contact form page title tag | The title tag is what's used as the label for the browser tab. It's displayed throughout the contact form interaction, but only shown in one screenshot here. | Initial search screenshot, #1 |
| How can we help? | Contact form introduction header text | The header displayed when someone first opens the contact form. | Initial search screenshot, #2 |
| We need just a bit more information before you submit your question. | Contact form header | Full contact form screenshots, #1 | |
| Do any of these articles answer your question? | Contact form search header | Search results page screenshot, #1 | |
| Next | Contact form search submit button text | The Next button is displayed when someone first opens the Contact Form. They select this once they've entered their initial question/search. | Initial search screenshot, #5 |
| Yes! That Helped! | Contact form search confirmed self-serve button text | This button is displayed once someone completes the initial search in the Contact Form, when we suggest resources based on that search. If they click this button, it gets marked as a confirmed self-serve and they're taken to a success page that uses the Self-serve confirmation header as the header. | Search results page screenshot, #2 |
| No, submit my request | Contact form search submit ticket button text | This button is displayed once someone completes the initial search in the Contact Form, when we suggest resources based on that search. If they click this button, they're taken to the full Contact Form so they can submit a query. | Search results page screenshot, #3 |
| Awesome! | Self-serve confirmation header | If someone selects the "Yes! That Helped!" button, this is the header of the page that gets displayed. The body of the text displayed below this header can be edited in Customize > Contact Form in the Successful Search Body field. | Confirmed self-serve screenshot, #1 |
| Where should this ticket go? | Multiple email label | If the Contact Form is set up to send via email and the option to send to multiple email addresses is selected, this is label is displayed above the dropdown for the reader to select where to send it. | Full contact form screenshots, #11 |
| Subject | Contact form subject label | This label is placed above the question field on the first page, and gets carried through as the "Subject" if they proceed with submitting to the full Contact Form. | Initial search screenshot, #3 Full contact form screenshots, #2 |
| How do I... | Contact form subject placeholder | This placeholder is displayed in the search bar when the Contact Form is first loaded. If someone goes to submit the full form and deletes all of the text they previously entered in the Subject field, this placeholder will display again in the full form. | Initial search screenshot, #4 |
| Details | Contact form details label | This is the label for the body or details section of the full contact form. It's only displayed if someone selects "No, submit my request". | Full contact form screenshots, #3 |
| Your Name | Contact form full name label | This label displays above the name field in the full contact form. | Full contact form screenshots, #4 |
| John Doe | Contact form full name placeholder | This placeholder is displayed in the name field in the full contact form. If readers are logged in, the name associated with their account is pre-populated and they won't see this placeholder. | Full contact form screenshots, #5 |
| Your Email Address | Contact form email address label | This label displays above the email field in the full contact form. | Full contact form screenshots, #6 |
| john@doe.com | Contact form email address placeholder | This placeholder is displayed in the email field in the full contact form. If readers are logged in, the email associated with their account is pre-populated and they won't see this placeholder. | Full contact form screenshots, #7 |
| Attach Files | Contact form file attachments label | This label appears above the file picker in the full contact form. | Full contact form screenshots, #8 |
| Submit | Contact form feedback submit button label | This button is what readers click to submit the full contact form. | Full contact form screenshots, #10 |
| Back | Contact form feedback cancel button label | This button allows readers to back out of the full contact form to return the search results page. | Full contact form screenshots, #9 |
| Awesome! | Contact form submitted confirmation header | Once someone submits the full contact form, this is the header of the page that gets displayed. The body of the text displayed below this header can be edited in Customize > Contact Form in the Form Submitted Body field. | Submission confirmation page screenshot, #1 |
"Contact Us" link
To customize the wording for the "Contact Us" link your top navigation, go to Knowledge Base Section: Top Navigation. Refer to Customize Top Navigation text guide for more information.
Initial search screenshot
The Initial search page is displayed when someone first opens the Contact Form, and contains a streamlined set of fields:
The initial search page of the Contact Form
Once the reader selects "Next", a search is performed and they're taken to the search results page.
Search results page screenshot
Once a reader selects Next on the initial search page, we'll perform a search for relevant articles. The reader will be taken to an intermediate Search results page to see if we can encourage them to self-serve with a relevant resource.
They use the two buttons at the bottom to either confirm that their question has been answered (Yes! That Helped!) or to confirm that their question hasn't been answered and they need to go to the full contact form (No, submit my request.):
The search results page
Confirmed self-serve screenshot
If the reader selects "Yes! That Helped!" from the search results, they'll exit the contact form and be taken to a confirmation page. This will log their search as a self-serve in Contact form reporting.
Confirmed self-serve page
Edit "Thanks for contacting us!"
The "Awesome!" header is the only text on this page you can edit in Customize > Default text.
Edit the "Thanks for contacting us!" message in Customize > Contact Form by updating the Successful Search Body field.
Full contact form screenshots
If the reader selects "No, submit my request" button on the search results page, they're taken to the full contact form. Once they fill out the details here and select "Submit", the contact form submission will be delivered to you through whatever send method you've set up.
The full contact form
If the contact form has been set up to use multiple email addresses, that field will display between the full contact form header and the Subject:
The full contact form, with multiple email addresses
Submission confirmation page screenshot
Once a reader selects the "Submit" button from the full contact form, they're presented with a submission confirmation page:
The submission confirmation page
Edit "We will get back to you as soon as possible."
The "Awesome!" header is the only text on this page you can edit in Customize > Default text.
Edit the "We will get back to you as soon as possible" message in Customize > Contact Form by updating the Form Submitted Body field.