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Article Help Center

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

  • 388 Topics
  • 1,186 Replies
388 Topics
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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?

55915
mateusz.leszkiewicz
Intercom Team
1 day ago
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Inter C12New Participant
asked in Article Help Center
How can I embed videos in an article?

I want to embed a video in an article, how do I do that?

18586
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2 days ago
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User75New Participant
asked in Article Help Center
Is it possible to only show Help Center collections to certain users?

I'm curious if anyone has been able to find a way to display/hide help articles at the collection level, rather than at the article level? We have several different products and don't want to show all help articles to all users. We can use audience filtering at the article level, but that is too cumbersome to maintain with so many articles. Thanks!

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2 days ago
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Volt Time B.V.New Participant
asked in Article Help Center
Cannot embed Microsoft Stream video

The video I’m tyring to embed:https://infovolttime-my.sharepoint.com/:v:/g/personal/info_infovolttime_onmicrosoft_com/EeMaRjgK8mNJkhK8bIMM3bkBv30-QY394_Er8t6iZSWtcQ?e=7TOtmG&nav=eyJyZWZlcnJhbEluZm8iOnsicmVmZXJyYWxBcHAiOiJTdHJlYW1XZWJBcHAiLCJyZWZlcnJhbFZpZXciOiJTaGFyZURpYWxvZy1MaW5rIiwicmVmZXJyYWxBcHBQbGF0Zm9ybSI6IldlYiIsInJlZmVycmFsTW9kZSI6InZpZXcifX0%3D What I see in the article editor:When I try to publish the article: I can publish the article if I remove the embed section..

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4 days ago
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LaMintActive User
asked in Article Help Center
How to improve Help Center search to include different versions of same word?

We have customers using different spellings, typos, etc .of words while searching for content in our help centre and not finding our content as a result. How can I add common alternatives to word in an article or the backend, to ensure our customers always find what they’re looking for even if they are using different language to us? This is not related to SEO but and solutions welcome.E.g : a customer searching for a Wi-Fi connectivity article types in wifi and nothing comes up. or a customer types in TRV (thermostatic radiator valve) and nothing comes up because we use ‘Smart Radiator Thermostat’.

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Milan
Expert User ✨
11 days ago
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JosselinNew Participant
asked in Article Help Center
Is it possible to add keywords or hashtags into Help Center articles? (more visibility)

Hi! I would like to know if it's possible to add some keywords or hashtags within Help Center articles that they can be found more easily. I'd be happy to hear any other trick to increase the visibility and efficiency of articles in the way that they are found. Thanks in advance! J.

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11 days ago
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Scott ANew Participant
asked in Article Help Center
How can I create callouts in an article via the API?

Hi! Based on the article about formatting articles, https://www.intercom.com/help/en/articles/4103903-formatting-and-exporting-your-articles-with-the-articles-api, there doesn’t seem to be a way to POST an article through the API that has callouts. For instance: Any ideas on how this might be possible? Thanks!Scot

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11 days ago
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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!

201
Emilygav
Intercom Team
14 days ago
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David C13New Participant
asked in Article Help Center
How can I get vimeo embeds to display correctly with domain level privacy restrictions?

Hi, I am using vimeo to embed videos within my articles and am having issues with implementing domain level video restrictions. We need domain restriction on all our videos to prevent them from being accessed by users that aren't logged in.  When viewing articles on the standalone help pages, the embed solution works fine, but if a user views a video from within the messenger, they get an error saying the video can't be played because of privacy settings. Both the help pages and messenger are used on the same domain. Has anyone found a way to use domain restriction successfully?

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16 days ago
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MacartanNew Participant
asked in Article Help Center
Can I embed an iframe into Help Articles?

I want to embed an interactive demo into our Help Articles from another platform. Can I do that? The code is: <div style="position: relative; padding-bottom: 56.25%; width: 100%; height: 0;">    <iframe      src="https://tashi.storylane.io/demo/swdjjjrzseopquot;      allowfullscreen      style="position: absolute; top: 0; left: 0; width: 100%; height: 100%;"    >    </iframe>   </div>  

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Milan
Expert User ✨
22 days ago
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Milena Noy BensalNew Participant
asked in Article Help Center
Opening text in a collection

Hi,is there a way to add opening text in a collection bfore the part that addresses to the articles in it? For example to add it in the pink form as shown in the screenshot attached  Best regards,Milena

111
Milan
Expert User ✨
25 days ago
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User954New Participant
asked in Article Help Center
Hi, where do you hide the help center's language selection menu?

974
Graziela
Innovator ✨
29 days ago
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Pauline MNew Participant
asked in Article Help Center
Article redirection to HTTP

Hello, we are facing an issue with article url.When we are trying to reach this one for example https://help.studentpop.fr/fr/articles/5478884there's a redirection to http://help.studentpop.fr/fr/articles/5478884-pass-sanitaire. Actually our apps only allow https url so the redirection does not work. We saw that there is a parameter on help center -> settings -> Set up the basics -> security protocol, but even if we turned it into "https" we are still redirected to the "http" url.Is there a way to fix it ? Thank you

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1 month ago
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Emma McKenzieNew Participant
asked in Article Help Center
Bots skewing article engagement

The last two weeks our help centre articles have increased in views by 500%...this is for our public articles that can be viewed by anyone. I have a feeling this is mostly from bots rather than real people. Does anyone have any solutions for how to block bots from being included in our article views and user metrics?

181
Nur Nahid
Super User ✨
1 month ago
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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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1 month ago
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Lauren RosenfeldNew Participant
asked in Article Help Center
new article notifications

Is there a way to send a message to Slack when a new article is published? 

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1 month ago
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Vanessa DNew Participant
asked in Article Help Center
Article Text Color

Is it possible to change the text color in intercom articles? I can only see the option to change the font to bold, italics etc but nothing regarding text. I know there’s the call out option but that’s not exactly helpful for the article I’m trying to write. Even on this description text box I have the text color option but not for articles?

461
Nur Nahid
Super User ✨
1 month ago
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Pat ThomasNew Participant
asked in Article Help Center
Collapsible Section solutions?

We’re having issues related to collapsible sections in our help articles.Links to the heading of the collapsible section aren’t going to that heading H2 headings of collapsible sections aren’t appearing in the TOC at the right of the article.What can we do to fix these issues?

431
Emilygav
Intercom Team
1 month ago
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Leah L11Connector
asked in Article Help Center
Last Updated Time Frame for Content

A customer just wrote into our support team indicating that she was looking at an article that said it was last updated "about a week ago" or whatever language Intercom uses. Has anyone else gotten customer complaints about this? After discussing internally with our support team, I know there haven't been substantial updates made to that article in definitely more than a week. I understand this general time frame is a good bandaid and fail safe for me who doesn't have the opportunity to update something that frequently, but it does seem to be a bit over exaggerated to the point that I'm not even sure it's useful. Instead, could this feature be removed? Could it be updated to be more accurate? Could there be a date and timestamp put on it instead?  I'm curious to see how others feel about this too! 😀

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1 month ago
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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

152
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1 month ago
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User2078New Participant
asked in Article Help Center
Can the articles we're editing be automatically saved?

Hi folks! 😊We would really love our draft articles to be automatically saved, so we don't lose all our work if we accidentally close the tab (as you may guess, we learned the hard way 😅).Could this be added as a feature request?​Thanks!​

13424
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1 month ago
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alexp114New Participant
asked in Article Help Center
Help Centre Domain Setup: CNAME Cross-User Banned

Hi there, I’m trying to solve this issue but getting transferred between agents without a resolution.I have setup my subdomain for the Intercom Help Centre via Cloudflare but getting a “CNAME Cross-User Banned” error.My DNS setup are correct, as per below: Based on Cloudflare, this is an issue that Intercom needs to solve [discussion link] and I don’t have control over fixing it.Can someone please help? 

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bernice
Intercom Team
1 month ago
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TofuNew Participant
asked in Article Help Center
Article search app in message doesn't show search results

 We're experiencing an issue with the Help Center search functionality in our embedded Intercom Messenger. The search works correctly when accessing the Help Center directly or Help tab in the messenger, but it's not returning any results when used within the chat. Please check the attached video.Here are the key details:Setup: Next.js application hosted on Google Cloud Run Using Cloudflare as our CDN Intercom Messenger embedded in our app (react-use-intercom) Article search is prompted in chat with automation Custom domain is mapped to help center Issue: Help Center search returns no results when used in the embedded Messenger The same search works fine when accessing the Help Center directly Troubleshooting steps taken: Verified Intercom integration settings Checked Cloudflare configuration for query string and cookie forwarding Reviewed Google Cloud Run settings Inspected network requests in browser dev tools Disabled custom domain for help center Switched help center in

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1 month ago
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John XieNew Participant
asked in Article Help Center
links are invisible when editing help center articles (dark mode, white links)

We use dark mode on https://help.taskade.com/ and when editing links for articles like https://help.taskade.com/en/articles/8958455-taskade-ai-usage everything is white by default. Is there any way to fix this? Only solution now is highlighting text to edit it, see screenshots below thanks.  Which features use AI?Taskade AI is used with the following features: AI Agents ​ AI Automations   AI Project Studio   Multi-Agent ​ AI Teams ​ AI Forms   and more!

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mateusz.leszkiewicz
Intercom Team
2 months ago
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ericMBActive User
asked in Article Help Center
What is the URL for the Help System my clients will see?

In Settings > Help Center, I can see the collections I have defined and the articles in them.Where do I find (or convert that URL) into the URL of the published help system clients will see? 

202
Jacques Reynolds
Intercom Team
2 months ago
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