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Article Help Center

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

  • 381 Topics
  • 1,130 Replies
381 Topics
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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!​

7720
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8 hours 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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2 days 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

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2 days 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
11 days 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? 

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Jacques Reynolds
16 days ago
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ericMBActive User
asked in Article Help Center
Error: "This site can't be reached"

Somewhere along the line, I found the URL for view of the help system our clients will use. That formula is intercom.help/<myProduct>/en. That page appears as it always did. But when I click on any of the collections in it, I see the error "This site can't be reached.Check for an error in help.<myproduct>.com".I just noticed that the top-level descriptor for an article has a maximum number of characters. Is that the error that causes the entire help system to fail?If so:a) Lots of stuff written. I now need to step through them and check them all (had to do that in any case).b) A more “in your face” warning that the help system will fail would have been nice.Or is there some other cause for the error I’m seeing?

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Jacques Reynolds
16 days ago
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Jenny LiuNew Participant
asked in Article Help Center
How much does multilingual help desk cost?

Hi everyone,We’re a small startup based on Toronto. We’re interested in adding the multilingual help desk feature to our Intercom help center, but we’ve noticed that the current plan is $499 per month, which is quite over our budget.Since we primarily need the multilingual support feature, I was wondering if anyone here has experience with this or knows if there’s a more affordable option or perhaps a custom plan available? Any advice or suggestions would be greatly appreciated!

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Jacques Reynolds
16 days ago
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LaMintActive User
asked in Article Help Center
How can I improve my HC search accuracy- with keywords or tags or something- does anything exist like this?

 I have customers typing Childlock and not finding an article about Child Lock. In my previous tool, I could add acceptable terms and misspelt words to apply to an article to avoid this issue. I'd appreciate any help on this.

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16 days ago
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curtisConnector
asked in Article Help Center
Cloudflare Cookie Forwarding and Query String Forwarding

Howdy!Does anyone know how to setup cloudflare to forward cookies? Any help with this issue will be much appreciated.

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16 days ago
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Inter C12New Participant
asked in Article Help Center
Can I use the Articles API to translate my articles?

I have a Help Center full of articles in one language and want to programatically translate them into other languages. Can I use Intercom's API to do this?

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17 days ago
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Shannon BabbNew Participant
posted in Article Help Center
Article UX and Sentiment

Hi everyone! I’m a Knowledge Manager at Multiverse and looking for ideas for how to improve the UX of our help-centre and article sentiment.I’d love to see some examples of help-centre landing pages from other companies and if anyone has any tips for improving UX.Separately, does anyone use any sentiment data other than article reactions to gauge the overall experience of the knowledge base? We have an extremely low article reaction rate (approximately 1%) and often when I investigate the conversations of those who reacted with a sad face to ‘Did this answer your question’, I find they have got in touch with a request or issue that could not have been answered by the article (they needed an agent to perform an action or fix something), so I'm not finding this is giving the best insight into how the knowledge base can be improved.Would be grateful to hear from anyone who is navigating similar experiences :)

191
Emilygav
20 days 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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24 days ago
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Cayla DymentNew Participant
asked in Article Help Center
Article Content Disappears when Attempting to Edit

When I select to ‘Edit Latest’ on a published article, the page opens to a blank page with just the title of the article available. The published article is visible, and unpublishing then attempting to edit still gives a blank page. Anyone run into this and have a solve? TIA

103
Jacques Reynolds
28 days ago
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saparker0714New Participant
asked in Article Help Center
Back office tickets on user profile/details

Once a back office ticket is created for a customer, does it then become associated with the users account/details page? Or is the only way to see the back office ticket that was created in intercom, within the original conversation is was created within?  

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mateusz.leszkiewicz
1 month ago
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Nat NgNew Participant
asked in Article Help Center
Redirects and Canonicals help, SEO Site audit

I conducted a site audit of my Help Centre and it returned a lot of redirects and 403s. The 403s I was able to fix. But the redirects and canonicals, I don’t know how to fix.Any help is appreciated. 

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1 month ago
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Mike P12New Participant
asked in Article Help Center
Is there a way to hide agent last nams?

Our user/agents first & last names are displayed for all customer interactions. Is there a way to change settings so that when customers interact with agents, they don't see "Joe Smith". Rather they just see "Joe" or "Mr. Smith"?

3854
Diana Tripac
1 month ago
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Kim NichollsNew Participant
asked in Article Help Center
csv upload not surfacing some existing users

For years now I have tried to segment users with csv uploads. I find that often users wont surface in the upload that are on the list and in intercom. For example, my csv might include just emails of 63 users with finance permissions, then only 23 surface (when only 4 were dups and the rest are legitimate contacts in intercom). Any tips why some wont surface in the upload?

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mateusz.leszkiewicz
1 month ago
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Victor LeiboviciNew Participant
posted in Article Help Center
How do you keep your FAQ and knowledge base accurate releases after releases?

It’s the second time I encounter the same pain-point at a company: keeping our help center’s articles accurate as our release cadence accelerates. Our doc is becaming outdated. We create new articles for new features, but we’re always lacking the resources to update existing content impacted by those changes. That’s problematic because our product is available on iOS, Android, and the web, with small but important differences across platforms. To make things even worse, we are based in the EU and support three languages. The discrepancies between these languages became substantial, leading to increased support tickets…

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1 month ago
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Ana_stasNew Participant
posted in Article Help Center
Best Practices for Automating Customer Communication: What Tools and Approaches Do You Use?

Hi everyone! 👋I'm curious about how you automate customer communication in your companies.What tools or platforms do you use for automating chats, emails, or social media? Which processes have you successfully automated, and how has it impacted your business outcomes? Do you have any tips on best practices for automation while still maintaining a personal touch with customers?I'd love to hear your advice and success stories! Let's share our experiences and ideas! 🌟

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Nathan Sudds
Top Expert
1 month ago
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Elliott BrownNew Participant
asked in Article Help Center
Is there a way to see article URLs before publishing? Or to set up crosslinking with relative URLs?

Hi! I’m builfing out a 100-article or so help center, and I’d love to add crosslinking as I stage the articles. The only issue is that I don’t know what the URLs will ultimately be -- either the stem URL or what ID number Intercom will add to the end of the URL.Maybe I just answered my own question, but is there a way to know what the URL will be before publishing -- and to pre-empt any potential changes on my end, can I use relative URLs? 

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1 month 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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bernice
1 month ago
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Dan K11New Participant
asked in Article Help Center
Has anyone else experienced technical SEO issues with the help center and articles when running a Site Audit on SEMrush or other platform?

I am getting quite a few Errors and Warnings on my Technical SEO site audit in regards to the help center articles I have published to the public and set to index. The biggest issue is that there are some articles coming back with hreflang conflicts within page source. I am wondering how to fix this so my site health can increase and the google bots are able to crawl everything appropriately.  Also, it seems all of my help center articles have outgoing internal links that contain nofollow attribute (to our main domain and subdomains). This issue says there is a rel="nofollow" attribute that is telling the crawlers not to follow the link, which is NOT recommended for SEO purposes, and rather should let the link juice flow freely.  I recently made all my articles visible to the public and a ton of these types of Errors, Warnings, and Notices are now appearing on my Site Audit and hurting my site health. Any advice is greatly appreciated! Thank you 😀

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1 month ago
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Emma SpencerNew Participant
asked in Article Help Center
Alt Tag Query for Accessibility

Hello,I am building up a suite of knowledge articles and have been adding alt-tag information wherever possible.I wanted to know if Intercom automatically adds a null alt tag to any images that do not have alt tag data added or if I need to do this manually myself?Just to note, null tag data is added into any alt tag if you want a screen reader to skip the image altogether. That way for any decorative images, for example, you don’t need to add a detailed description as it will not assist with the overall comprehension for the user and it also means that the user doesn’t get annoying and useless information when using a screen reader.Thanks, Emma

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bernice
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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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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1 month ago
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