Troubleshooting Issues with Cara, the Customer Care Voice Assistant
Cara is a voice assistant that helps you get support from Wix Customer Care. During your conversation, you can share your screen so Cara can see what you're working on and guide you step by step. To talk with Cara, your browser needs access to your microphone, and your audio setup needs to be working properly.
You can find Cara in the Help menu in your site's dashboard. Click Help at the top of the page, then click Start in the Get help from Cara, your voice assistant section.
Important:
Currently, Cara, the Customer Care voice assistant, is available in English only, and is not available to all users.
If you're having trouble starting a conversation, sharing your screen, or continuing a voice conversation, check the FAQs below for solutions.
How do I enable microphone permissions for Cara?
When you start a voice conversation with Cara, your browser should prompt you to allow microphone access. Click Allow in the browser popup to grant permission.
If you don't see a popup, your browser may have already blocked microphone access for this site. You can update your permissions by clicking the lock icon or site information icon in your browser's address bar, finding the microphone setting, and changing it to Allow. After updating the setting, refresh the page and try starting the conversation again.
What should I do if I accidentally blocked microphone access?
If you previously clicked Block when prompted for microphone access, you'll need to manually update your browser settings. Click the lock icon or site information icon in your browser's address bar and change the microphone permission to Allow. Then refresh the page.
If you can't find the option in the address bar, go to your browser's privacy or site settings, find the entry for the Wix site, and change the microphone permission to Allow.
Why can't Cara hear me even though I allowed microphone access?
There are a few things to check if Cara isn't picking up your voice after you've granted microphone permission:
Microphone selection: Make sure the correct microphone is selected in your browser or system settings, especially if you have multiple audio input devices connected.
Mute status: Check that your microphone isn't muted at the hardware level (e.g., a physical mute switch on your headset or laptop).
Other apps: Close other applications that might be using your microphone, such as video conferencing tools or recording software.
How do I share my screen with Cara?
Sharing your screen lets Cara see what you're working on in Wix and give you step-by-step directions. Cara can only see what you choose to share, and nothing you share is recorded or saved after the conversation.
To share your screen with Cara:
During your conversation, click Share Screen in the Cara panel.
Click Continue in the Share screen? popup.
In the browser popup that opens, click Window at the top, then select the window where you're working in Wix. For example, a browser window is named after its most recent tab, such as Home | Wix.com.
Click Share.
Once sharing starts, the Cara panel shows Screen share in progress, and your browser shows a bar that says your window is being shared. In most browsers, excluding Safari, the Cara panel also shows a small preview of what you're sharing.
Which option should I choose when my browser asks what to share?
Choose Window, then select the window where your Wix dashboard or editor is open. Each window is named after the tab you were last viewing in it, so look for a name that mentions Wix or your site. Sharing a single window allows Cara to see the whole Wix page as you move around it, and nothing else on your screen.
You can also choose a single browser tab, but if you open Wix in a new tab during the conversation, Cara won't see it. For that reason, sharing the window is the better choice.
Where can I find links Cara sends me?
When Cara sends you a link, it appears as a message in the Cara panel in your dashboard. Click to open the article in a new tab.
If you use Chrome or Edge, a small window also opens in the corner of your screen while you share. Links appear in this window above Messages, and the number next to Messages shows how many you've received. Click Messages to expand the list.
How do I stop sharing my screen or end the conversation?
To stop sharing your screen but keep talking with Cara, click Stop Sharing in the Cara panel or in the small window in the corner of your screen. To end the whole conversation, click End.
After the conversation ends, you can rate your experience with Cara. This helps us improve Cara for everyone.
How can I improve the quality of my voice conversation with Cara?
For the best experience during your voice conversation with Cara, keep these tips in mind:
Quiet environment: Move to a quiet space where background noise, such as other people talking or a television, won't interfere with the conversation.
Speakers and headphones: Make sure your speakers or headphones are working properly and not muted. Using headphones can help reduce echo and improve audio clarity.
Internet connection: A stable internet connection helps maintain a smooth conversation. If your connection is slow or unstable, try moving closer to your router or switching to a wired connection.
What should I do if none of the above solutions work?
If you've checked your microphone permissions, audio setup, and environment and are still unable to have a voice conversation with Cara, try these additional steps:
Restart your browser: Close your browser completely and reopen it, then navigate back to Wix Customer Care.
Try a different browser: If the issue persists, try using a different supported browser such as Chrome, Firefox, Edge, or Safari.
Clear cache and cookies: Sometimes clearing your browser's cache and cookies can resolve permission issues. After clearing, refresh the page and try again.
If the problem continues, you can still contact Wix Customer Care for assistance troubleshooting your issue.