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Article Help Center

Scale your support and answer questions faster with your Intercom Help Center

  • 407 Topics
  • 1,261 Replies
407 Topics
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NuncEstBibendumNew Participant
asked in Article Help Center
Is there a way to completely disable the "Send us a message" option in the Help Center ?

Hi, Is there a way to completely disable the “Send us a message” located at the bottom of the help center ? This option is not present on the first visit of the screen (which is what I want).But if a user go to an article, then back, the option shows (which I do not want). (see screenshots without the button on the first visit and with the button on the second visit after seeing an article).Thanks !First visit of the Help Center screen (no “Send us a message” button)​​​Second visit of the Help Center screen, after visiting an article page (there is the “Send us a message” button) 

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mateusz.leszkiewicz
Intercom Team
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ValeriiaNew Participant
asked in Article Help Center
How can I add an article to several collections?

Hello everyone!  Had been a little confused while creating articles and collections for my students.  We've got 2 collections like "Methodology helper" and "Assessments", where I want to put the same articles about the process and meaning of assessments. But as I see it, Intercom doesn't allow adding one article to more than one section. And the possible solution of creating two of the same articles just to put them in different collections looks kind of strange to me, as we can't get the right statistics of the use of this material. Does anyone know any ways to fix it? Thank you in advance!

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Heather PNew Participant
asked in Article Help Center
How to set up redirects when changing help center domain

We are moving our help center from help.tillerhq.com to help.tiller.com. The redirects tool built into Intercom will not allow us to set up redirects if the primary domain is different. See message below that’s disabling the “save changes” button. Is there a way to direct on an article by article basis from the old domain to the new one using our Cloudflare set up or some other tooling?If this isn’t possible it seems like a pretty big flaw on your part,  Intercom. Some of our help center articles bring us a lot of organic search traffic and without being able to redirect those we’re going to lose some of that SEO juice.   

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Erin_CNew Participant
asked in Article Help Center
Article Effectiveness in Deflection of Support Tickets

Hey there, Anyone have advice on how to track:• Monthly deflection count by AI using an article (ie. user opens chat, gets AI suggestion for article, doesn't open a support ticket).• CSAT for deflected cases (where a human wasn't needed) vs cases that result in a ticket where a human needed to get involved.Any help is appreciated.

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Julian Murray
Innovator ✨
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Amy DNew Participant
asked in Article Help Center
I would like the possibility to add custom fonts to the article library as it currently doesn't feel like it's part of our brand. This can be done via Google Fonts or Adobe Fonts for example. I know that Google Fonts is something that Hubspot offers.

I would like the possibility to add custom fonts to the article library as it currently doesn't feel like it's part of our brand. This can be done via Google Fonts or Adobe Fonts for example. I know that Google Fonts is something that Hubspot offers.

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Erin_CNew Participant
asked in Article Help Center
Article Usage by our email/chat teams vs AI

Looking to graph monthly numbers on:• Monthly count of articles used in emails and chats by humans• Same for AI 

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Erin_CNew Participant
asked in Article Help Center
Reporting on basic numbers for Article Creation / Updates

Looking to graph monthly numbers on:• Monthly count of new articles created• Monthly count of updates to existing articles 

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Oliver CookConnector
asked in Article Help Center
Verbatim feedback on articles

Hi,I just wanted to know how other users get written feedback for their articles.In the past we did have the option enabled where clicking 😞 started a chat. However we had to disable this because it acted as a backdoor for some to come straight through to support, skipping custom bots, and allowing users to start a chat that we wouldn’t want to be able to start a chat.It was also an issue because our articles are not maintained by the same people who answer our chat queries. Ideally it would be great if users clicking a reaction on the article were then provided a comment box. Whatever they submit would then appear as a section in the editor view, and you could then scroll through all written feedback, and also see who had left it (like you can when you view who reacted to an article).   However this is just what I’d like to happen. I would be curious to know how others try to get written feedback for their guides so they can improve them, rather than just having to guess based on rea

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Ludwig HedlundNew Participant
asked in Article Help Center
Migrate current helpdesk from Notion to Intercom

Hi, I want to move ~ 90 articles on our current helpdesk, which we have on Notion, to Intercom. What is the most pain free way for me to do this? I would of course prefer not to have to copy and paste each and every article…Looking forward to your answers!

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Casper LeendersNew Participant
asked in Article Help Center
Export of internal articles

Hi, I managed to utilise the API for extracting metadata of all the customer facing articles in the help centre. Is there a way (API or workaround) to export internal facing articles from our knowledge base as well? Thanks in advance.

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mateusz.leszkiewicz
Intercom Team
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Carmen McGradyNew Participant
asked in Article Help Center
Backdate articles on Newsfeed

I’d love to know if we can backdate news items. We’re going to migrate a bunch of news articles over from Pendo. Will they all look like they shipped on the same day, or can we make it look like they came out when they came out?

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Aminda Villamagna
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AnibalNew Participant
asked in Article Help Center
News item landing page is blank

We have successfully configured and launched a News Center and posted publicly our first News Item, which is displayed properly both within Messenger News section and within News Center main URL (a custom domain properly configured following Intercom’s Custom Domains for News Center instructions).The News Center main page loads perfectly and displays our first news Item but when clicking on the News Item title to open the News Item in a new window we land on a blank page (no 404 error, just a blank page).   

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Nathan Sudds
Top Expert ✨
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Ana HenryNew Participant
asked in Article Help Center
Is there a way to track downloads?

If i have a file in an article, is there a way to track downloads?

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Nathan Sudds
Top Expert ✨
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MattWDNew Participant
posted in Article Help Center
Getting unsafe-eval CSP error!

Hi I’m getting unsafe-eval CSP error from script-src policy.Can this be fixed somehow without adding unsafe-eval to the policy?Do you have any other script version without eval inside your JS code? Attaching screenshots.  Regards

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tataralexaNew Participant
asked in Article Help Center
Settings for Conversations from an Article

Hello there,It's great that any user can contact us via chat after reacting negatively to an article in the Help Center. However, are there any updates on further setting this up? I noticed this was posted a year ago.The user eventually reached live chat after 12 minutes. Is there a way to make changes, add a workflow, or implement any improvements? Thank you!

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Aaron MaysNew Participant
asked in Article Help Center
How to embed JW Player videos in articles?

I’m having trouble embedding a JW Player video into an Intercom article. I’ve tried using the JW embed codes, the iframe source, the share URL, and the actual video URLs in JW and keep getting an error message telling me that what I’ve entered isn’t supported, even though in that same message it says that JW Player video URLs are supported. I also checked to make sure my videos aren’t private and I was able to open them in incognito so I don’t think that can be it. Is there any documentation showing what the JW URL should look like?

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mateusz.leszkiewicz
Intercom Team
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Monique ClarkNew Participant
asked in Article Help Center
Search and replace within knowledge base?

We have renamed a core part of our application, and now have the arduous task of replacing every mention of the feature manually within our 180+ articles…. How do others manage this?I find native the Intercom article management tools lacking:Can’t duplicate articles Can’t create article templates Can’t insert recommended reading (related articles defined by me) Can’t have global blocks/sections that are the same across the articles they appear in etc…It’s becoming logistically nightmarish as we grow our knowledge base.Is there any third party tool that can improve the management? Or do I need to just consider building a custom knowledge base?Thank you!

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Isabel MeijerNew Participant
asked in Article Help Center
How to make sure articles rank in Google in corresponding Country (Chile/México)

We have two Help Centers, one for México and one for Chile:https://ayuda.fintual.mx/es/https://ayuda.fintual.cl/es/The problem is that articles from Chile rank in Google in México and vice versa. How can we make sure the correct article ranks in the corresponding country? From what I´ve read, there is no possibility to implement hreflang tags neither inject code through Google Tag Manager. We still want them indexed in Google so we can also not restrict them to a certain audience. 

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ryan.parker
Intercom Team
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Nora CNew Participant
asked in Article Help Center
How to add articles to multiple collections?

Is there a way to select multiple collections to have the same article. Instead of having to add the same article one by one to each collection?

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Richard CNew Participant
asked in Article Help Center
Is it possible to embed the Help Centre in a webpage on one's website, or embed single articles, or embed a list of a collection, etc?

Is it possible to embed the Help Centre in a webpage on one's website, or embed single articles, or embed a list of a collection, etc?

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Will WedmedykNew Participant
asked in Article Help Center
How to integrate intercom with CSP nonce-value

Im generating a nonce-value on my CSP Header using netlify, and while Im seeing in my CSP header that the nonce-value is set, when inspecting the HTML, intercoms script tag does not contain the nonce value. Can someone provide some insight into how to get intercom to initialize with the CSP Headers nonce value, or is that not possible? 

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Rick MazaNew Participant
asked in Article Help Center
Article Reporting not functioning properly

We track reports for article views on a weekly basis on a different platform, and as of this morning, all article reports have changed. I have waited an entire day, and 0 response as to why this has happened. We need reporting to be accurate to build on published content. Has anybody experienced this? Is the reporting simply not accurate? Is there any feedback from the intercom team that can help get this sorted? Can we possibly get support please

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Stefan MNew Participant
asked in Article Help Center
Is there a way to serve Intercom with Content Security Policy without style-src: 'unsafe-inline'

We would need to add Content Security Policy to our application. I saw this article on Intercom Help. There it is stated to use 'unsafe-inline' but I am wondering is there a way not to use it, since we would like avoid that in our policy?

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mateusz.leszkiewicz
Intercom Team
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Upendra SinghaiNew Participant
asked in Article Help Center
Articles without collection show up without header

We have many articles that are not part of any collection. We do that to keep the help center light weight, but we do need these articles to show up in search.The problem is that these articles when accessed using the URL, do not show up with header or footer.How can we fix it?

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mateusz.leszkiewicz
Intercom Team
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DoroNew Participant
asked in Article Help Center
Using a Third-Party Login for Restricted Content in Fin & Help Center

Hi everyone,Our company offers a mentoring program when customers purchase a specific product package through a third-party provider. We now want to train Fin with this mentoring knowledge and make certain information visible only to these customers. So instead of watching content they can quickly ask something and Fin provides the answer. If I understand correctly, the necessary steps are:Set up a custom domain and enable cookie forwarding. Add the login link and set the Help Center to private. Upload the customer CSV file and add custom attributes. Assign articles to specific user categories, making them accessible only to the intended audience.I have a question regarding step 2:Fin states that the login link should match the custom domain. Is there a way to use the third-party provider’s website for login instead? This would allow us to instantly identify customers who purchased the mentoring program. Or is this only possible via custom attributes?Would anyone have a better approach

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Diogo Silva
Innovator ✨
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