Page rules
A page rule matches a URL pattern and changes the widget for visitors on those pages. Someone on your pricing page and someone in your account settings need different help — page rules are how you give it to them.
Find them under Widget → Page Rules.
What a rule contains
| Field | What it does |
|---|---|
| Rule name | For your own reference |
| URL patterns | One or more patterns to match against the visitor's URL |
| Agent mode | Force sales or support mode on these pages |
| Custom greeting | Replace the default greeting |
| Suggested questions | Starter questions shown in the panel |
| Show content | Pin specific articles to the top |
| Hide content | Suppress articles that would otherwise appear |
| Show collections | Limit browsing to certain collections |
| Show only these announcements | Restrict which announcements appear |
If HelpShelf scanned your site, the URL patterns it found in your sitemap are offered as suggestions.
How matching works
Rules are checked against the current page URL and evaluated in sort order — the first match wins, so put your most specific rules above your general ones.
A rule can be deactivated without deleting it, which is handy for seasonal or campaign-specific behaviour.
Agent mode takes precedence
Setting agent mode on a page rule overrides automatic intent detection. On pages where you know the intent — pricing, checkout, docs — this is worth doing: it's more reliable than inferring intent from a single message.
The full precedence order is: page rule → the mode already pinned to the session → the automatic classifier → hints from the page → support as the fallback. See Sales and support modes.
Good uses
- Pricing page — force sales mode, suggest "What's included in Pro?", pin your plan comparison.
- Checkout — pin shipping and returns articles, hide everything else. A distracted visitor at checkout is a lost sale.
- Docs or dashboard — force support mode, suggest troubleshooting questions.
- Campaign landing page — custom greeting matching the ad that brought them there.
Plan limits
Page rules are capped by plan — 3 on Free, 20 on Pro, unlimited on Scale.