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

  • 399 Topics
  • 1,236 Replies
399 Topics
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User667Active User
asked in Article Help Center
Why did my MailChimp import change my leads to users?

When I imported people from MailChimp I tried to designate them as "leads" but they've all come in as "users." Can I change them from Users to Leads? Or is it even important? I've understood users to be "subscribers" to my app where we have both paid members and their guests (who don't pay). I've understood leads to be others whose email we have (perhaps because they've signed up for a newsletter or asked to be updated.)  My question is this: When I imported people from MailChimp I tried to designate them as "leads" but they've all come in as "users." Can I change them from Users to Leads? Or is it even important?  Most articles in my Help Center are restricted to Users and leads (but not visitors) other than that there aren't many constraints between the two at least as far as Intercom is concerned. My app makes a clear distinction, but we manage that through the authentication and features offered. (We also

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ErneConnector
asked in Article Help Center
What are best practices in aggregating questions asked after reading a help article via automation?

Is there a way to create a conversation topic to collect conversations that came from our help articles? Or, is there a way using another automation to update a conversation data field which then could be added to conversation topic? I just built a Current Page URL -> Conversation Tag automation, but it doesn't tag past conversations, so I'd like to figure out how to use the conversation topics to aggregate these if it's possible.   I built a conversation topic that searches for the message "sorry that didn't have the answer you needed If you'd like, you can ask the team for help" since that's what the bot sends, but it only picks up that phrase in rare instances when someone replies via email to this message, as then the bot message is contained within their message... (I guess the bot is not a teammate so it doesn't pick this up when it's presented in the chat from the Sad Face at the bottom of each article). The problem I'm trying to

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Kevin Bendixen
Top Expert ✨
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Aya NNew Participant
asked in Article Help Center
Can I add a link to an article from a chat message?

Trying to edit a welcome message in the chat that would have links to most useful articles. The + sign only shows how to add links to external sources.

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Kevin Bendixen
Top Expert ✨
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Liz ANew Participant
asked in Article Help Center
Are there any other user permission settings to create a workflow that would allow a review and approval phase before publishing?

Are there any other user permission settings to create a workflow that would allow a review and approval phase before publishing?

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Aya NNew Participant
asked in Article Help Center
How can I link a collection from the chat?

How can I link a collection from the chat?

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Kevin Bendixen
Top Expert ✨
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Stephen ZNew Participant
asked in Article Help Center
What is the best way to include screenshots and images in my articles?

Oftentimes, my images are too big. As in, when I insert a screenshot from my phone, the article displays it matching the width of the screen. The result is that the images are blown up, look too big, and are not as easy to use as I would like. Are there any good solutions out there that I am missing? Thanks!

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Milan
Expert User ✨
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Brian H12New Participant
asked in Article Help Center
Can my users search for my Salesforce Knowledge Base articles within Intercom?

I would like for my users to be able to search my SFDC KB articles from within Intercom. Is this possible today and if so how can I accomplish this? There seems to be no articles or documentation on this. I cant find anything useful via google either

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User954New Participant
asked in Article Help Center
Hi, Are there workarounds for formatting RTL languages correctly in an English-only Help Center?

Hi, Are there workarounds for formatting RTL languages correctly in an English-only Help Center?

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Jason ANew Participant
asked in Article Help Center
Are hyphenated words searchable?

We have a feature called a "To-do list" and my top Search Terms with No Result include "todo" "to-do" and "todos". When I search for "to-dos" I see in the search results that only "do" is highlighted. Are hyphens treated as whitespace, and "to" excluded due to being a common word? I see other posts requesting a hidden keyword feature or hashtags, I think that might help this situation but it also seems that since this is such a short word with a hyphen that it is difficult to find.

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Kevin Bendixen
Top Expert ✨
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René LNew Participant
asked in Article Help Center
Pulling Articles over API to display on our main domain

While we can run Articles on subdomain, its contents do not really contribute to the content of the main domain in content marketing / SEO perspective. So our idea is: Add no-index to Intercom's Help Center running at help.ourdomain.comCreate dynamic pages under ourdomain.com/help which would pull Article's contents via API into our website so they can be properly indexed. I wonder if anybody has had the same idea and successfully manged to implement it? Or perhaps there are some more reasonable workarounds.

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MykhayloActive User
asked in Article Help Center
How can I restrict the Help Center to my users without requiring them to log in?

Hello, we want to display a link to the Help Center on our web page so a user can click on it when he/she wants. In the same time we want to restrict the access to articles only for Users (logged in ones), without asking them again to login on Help Center page. How can we pass the login information to Help Center in this case, when Help Center is not accessed through the Messenger? Thank you.

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User892Active User
asked in Article Help Center
Are there best practices for linking directly to articles from within a localized SaaS product?

We have a product that is developed in English and localized for Japanese. We want to link directly to articles. Looking for best practices for managing those links. Should we just treat them like strings to be localized?

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Milan
Expert User ✨
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IntercomCustomerActive User
asked in Article Help Center
Landing Page Wording

Is there a reason intercom chose to make this look like a 404 page rather than a "please log into (product) to view this article"? I can't tell you how many times that customers says "there is nothing at this link" and we have to explain well first you need to log into the app then the article can be viewed. The wording on this page could be vastly improved.

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Eric Fitz
Employee
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User893New Participant
asked in Article Help Center
Can I use my Articles Help Center as an internal knowledge base?

Is it possible to use articles in Intercom as a private knowledge base for my company? meaning, not meant to be shared with customers, but instead also using them as internal knowledge sharing. Thanks!

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IntercomCustomerActive User
asked in Article Help Center
Article Searching Doesn't Work

For some reason the guy I'm speaking to in support believes this to be a "feature request'   So here is my question/issue/feature request. If I type in words of an article, nothing comes in: If I type in the entire title of the article (as if I can remember every articles exact title), then it finds it.So my request is that intercom make the search work normally.

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SalesNew Participant
asked in Article Help Center
Why can't I invite new teammates to my workspace?

I have this message in my acc Team invite emails can’t be sent right now as your app is being reviewed. I don't know why my acc didn't pass the review. And in support, nobody answers to me (now a week). What can I do, because in the message about the review they say that I should contact support, but nobody answers!

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Milan
Expert User ✨
Kevin Bendixen
Top Expert ✨
Kevin BendixenTop Expert
asked in Article Help Center
How are you handling new languages?

We're currently translating our product to several languages and so the user will only know certain terms from our app in their respective language. We are however not at a point where we can translate all our helpdesk articles. So people will search for something for example in Dutch and it will never show any topic, because the helpdesk it not localized. Did any of you run into this as well? How did you solve it?Also opened a chat with Intercom about this, but maybe someone has some experience to share. I know about the Lokalise integration, but it might be above our budget, maybe there is a different solution, via API or something.

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Shikha DConnector
asked in Article Help Center
Why isn't my custom Help Center domain directing me to my Help Center?

When am trying to set-up my knowledge base it gives me this error on accessing this page - https://motilaloswal-help.smallcase.com/p>This custom.intercom.help page can’t be found.No web page was found for the web address: https://custom.intercom.help//p>

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Top Expert ✨
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ReedConnector
asked in Article Help Center
Help troubleshooting setting up Google Tag Manager with User ID

Hi, I'm Reed, I can user GTM to set up intercom to work using the logged out users method. This also works when users are logged in. In both cases the messenger loads as expected.  But when I try to set it up designating the User ID, the messenger doesn't load. Looking at the GTM preview, the Tag Details show the firing status is Succeeded, and the User ID is what I expected, as is the Workspace ID. Firing Triggers is Window Loaded Trigger By the way, I'm using a Dev account to test this before loading on our live site. I've also tried using a custom javascript method to convert the User ID to an integer. Again the preview Tag Details shows the same results except this time the User ID is an integer (as planned.) Does this work? or is our only option to use an email? We'd rather not. But if we must is it possible to use the identity verification w/ GTM? Thanks in advance...

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SaritaActive User
asked in Article Help Center
I have set up Google Analytics for Help Centre. I want to track the Source from where I get maximum traffic, No of users, and articles with the most views. Any recommendations?

I have set up Google Analytics for Help Centre. I want to track the Source from where I get maximum traffic, No of users, and articles with the most views. Any recommendations?

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User892Active User
asked in Article Help Center
How can I display articles that are only relevant to a particular product?

I'm trying to use article rules to display only the articles relevant to a particular product. Not working as expected. Is it my rule or my Intercom config? My article rule uses the referral URL attribute. the URLs look like this: <product1>.<mycompanydomain>.com<product2>.<mycompanydomain>.com My rule specifies referral URL contains <product1>.<mycompany.com>. Should this rule allow users coming from the product1 URL to see the article?

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User903New Participant
asked in Article Help Center
how to create professional tags on intercoms?

how to create professional tags on intercoms?

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Top Expert ✨
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User892Active User
asked in Article Help Center
What's the best way to make sure users of product 1 see only articles related to product 1? At first glance, I thought an article rule using Referral URL. Thoughts?

What's the best way to make sure users of product 1 see only articles related to product 1? At first glance, I thought an article rule using Referral URL. Thoughts?

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Sara TNew Participant
asked in Article Help Center
How do I add anchor links to articles?

Ho do I create a link which leads to a certain section of a collection? Like this link for example: https://www.intercom.com/help/en/collections/2091449-sending-messages-and-building-smart-campaigns#sending-messages-with-intercom/p> I would like to know how it is possible for me to create a link which leads a customer to a particular section in the collage. Would it be possible to get instructions on how to create such links? Thank you! Note: The Helpcenter isn't published yet so the collections so called ID's is still unknown. By ID's I mean this: https://www.intercom.com/help/en/collections/2091449-sending-messages-and-building-smart-campaigns#sending-messages-with-intercomAnother question, how is that ID defined?

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KnowledgeNew Participant
asked in Article Help Center
How can we get more detailed feedback on our articles?

Is there a way to ask customer's feedback on articles, except thumbs up/down? Ideally, if they didn't like it, customers should be able to give feedback if they didn't like the content or the way it was written.

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Kevin Bendixen
Top Expert ✨
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