It's currently not possible to add iFrames or any other type of HTML code to articles.

Hi folks! ! Nigel from Arcade here. 

Putting a plug in here for our customers. We’ve got many customers looking to embed Arcades into their Intercom knowledge base to educate customers in an interactive way. We’d love to be connected to the Intercom team and allow them to better help their customers.  Here’s an example of what we’re doing with Gitbook: https://docs.arcade.software/kb/build/edit

Would love to be able to embed a Scribe. Is iframe embed on the roadmap? 

Two years later and you still can’t embed something ...

Hey @Intercom team, Anand Vatsya here from Storylane.

Has there been any movement in the proposed capability of adding iframes in Intercom Help Articles? I’ve seen multiple threads on this issue dating back to over 2 years and I’d really like to emphasize again about the growing need of our customers to embed interactive demos into their Intercom-powered help articles. 

This really won’t be a big lift from an engineering standpoint at your end and here you’ll find details on how we did it with other knowledge base providers - https://docs.storylane.io/storylane-knowledge-base/sharing-demos/embedding#supported-platforms

We’d be really happy to assist you and provide all the needed support towards building this!

Hey all! Ebenezer here from Engineering Support.

Thanks for all you feedback and support regarding this feature request.

I can assure you that the R&D is aware of this feature request and are working to make this feature available as fast as they can.

Whenever we do release new features, we'll announce it on the Product Changes page, so I'd recommend keeping an eye here!

This is disappointing. I would be very happy with Intercom if they addressed this issue soon.

I would support this 10000%    Embedding an iframe and also a Scribe would be amazing!!!

Is this problem solved?

The reason for frames (embedding) not being available in Articles is, as I believe, very simple - because those pages are not like any other web page - it would break how the article is rendered for a view in Intercom chat widget, the narrow space it has. For a long time Intercom had just basic formatting options in there, because they wanted to have streamlined content so that it also look nice on the widget. Consider it as responsive page that shows well on mobile - you can not just throw anything on it, especially not frames that you do not have control of. Later, they introduced some new carefully selected features, styling options, etc. that work well for both full-size and widget size appearance. 

If you allow people to do this, the pages might look ugly, many would say “Hey, Intercom, my content looks ugly in Intercom article when presented in Intercom chat widget, it’s unusable”, and would blame Intercom.

I mean, it can be done, it is not a rocket science. They could do it in a few days, I’m just trying to tell you that the reason is not of technical nature. 

Now back to Storylane - as far as I understand, their product is used to create a guided demo, and if you frame it requires some width to be functional (800px as far as I see on the link above), if there is no sufficient width it asks user to click to open in full screen which is allowed in the code above. Intercom article in the widget, small size is below 400px width. Expanded is below 700px. Full article in help center is also below 700px. 

That means that Storylane would never work within a frame in Intercom Articles, no matter where it is shown, not just on the widget. 

Obviously, Intercom would not change the whole style and structure of their product just to accommodate a 3rd party app that has such limitations (800px). Not to mention that it is a somewhat competing product (to Intercom’s Product Tours). So one more reason not to do it. 

But back to basics - even if Intercom allows frames in Articles, Storylane would not work anyway due to it’s own limitations, not Intercom’s limitations. It would show a gray overlay in the frame with a message and option to open in full screen. If so, I would just link directly to a full screen, from a text link, or even better from a image (maybe even a gif showcasing a demo). Yes, it would open in a new tab, but that’s ok as anyway it would run on a full screen and you would not see the other interface. 

That’s why I like Intercom - you can open articles in the widget, and continue the work while you read the instructions, without juggling the tabs. Also, Product Tours can be triggered from articles, or a Checklist, or a message received from Intercom support and you do the demo on your real environment rather than interacting with a screenshots/HTML of workspace that is not yours (as a user).