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Article Help Center

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

  • 385 Topics
  • 1,151 Replies
385 Topics
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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"?

4024
Diana Tripac
Intercom Team
2 months 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?

433
mateusz.leszkiewicz
Intercom Team
2 months 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 Our doc is becaming outdated.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…

664
V
2 months 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
Expert User ✨
2 months 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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D
2 months 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..

463
bernice
Intercom Team
2 months 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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2 months 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

271
bernice
Intercom Team
2 months 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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Intercom Team
2 months ago
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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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3 months ago
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ProductTeamNew Participant
asked in Article Help Center
Character Limits for Help Center Articles

Does anyone know if there’s a character limit for Help Center articles in Intercom? I want to ensure that my content stays within any guidelines for readability and optimal user experience. If there is a limit, what’s the best way to handle longer content—should it be split into multiple articles or sections? Any insights or best practices would be appreciated!

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3 months ago
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ProductTeamNew Participant
asked in Article Help Center
Can Images Be Viewed Full Screen?

I’d like to know if there’s a way to make inserted images in my article display in full screen when clicked. If that’s not possible, can we resize the graphics to make it happen?

371
Jacques Reynolds
Intercom Team
3 months ago
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Rodislav ZaharadjiNew Participant
asked in Article Help Center
Can I get draft versions of the published articles via Intercom API?

When I request my articles from Intercom APIFor the published articles I get just the public version of the article, whatever this article was edited and saved as a draftIt's a way to get the public version of the article and also the last edited version of the article?

1173
mateusz.leszkiewicz
Intercom Team
3 months ago
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Christina ButlerNew Participant
asked in Article Help Center
How can I hide reactions at the bottom of articles?

Is it possible to hide the reactions section at the bottom of Intercom articles? We’d like to add our own custom section here for our customer to submit feedback if the article was not helpful. Plus, I haven’t found a great solution for redirecting customers who indicate the article was not helpful to the proper location:  

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C
3 months ago
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Jonathan JasicaNew Participant
asked in Article Help Center
Where to see imported data from Segment

I’m trying to see what event data is being sent to Intercom from segment (i think there is an issue with it) but I cant find any way to reliably track this. and segment doesnt give me info because Intercom “cant send server side”. 

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bernice
Intercom Team
3 months ago
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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.

1073
mateusz.leszkiewicz
Intercom Team
3 months ago
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Julius VinnemannNew Participant
asked in Article Help Center
Export of articles from knowledgebase.

Hi, is there an option to export certain articles from our intercom article help center?kind regards

1785
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3 months ago
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Christian LeoConnector
asked in Article Help Center
German Umlauts in redirect URL

Hey there, we’re trying to redirect from our old helpdesk URL to the new site on intercom. The slug did contacint an “ü”. We have redirection from:https://help.oursite.com/de/grünhttps://help.oursite.com/de/gr%C3%BCnTo an article on intercom. Redirection (published and everything set correctly) seems not working, it just redirects to oursite.com/deI would have expected a 404 if something is wrong, like when calling help.oursite.com/de/does-not-exist Whats wrong here?BRChristian

372
bernice
Intercom Team
3 months ago
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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?

48824
P
3 months ago
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doig-mmConnector
asked in Article Help Center
Can we integrate our Intercom Knowledge Base articles into a subdirectory of our website?

Is it possible to publish our knowledge based articles into a subdirectory of our website?I understand it is simple to have a subdomain pointing to our Intercom knowledge base.If we were able to have our articles in a subdirectory, it would help with long tail SEO.Our website uses NextJS.We would need a way for the article title to be the page title, so an iframe might not work.

7108
P
4 months ago
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MimmiNew Participant
asked in Article Help Center
Can I use custom icons for Help Center collections?

I've noticed that there are ready-made alternative icons for you to add to your article collections. We would like to to add our own branded icons, is that possible?

1313
Nathan Sudds
Expert User ✨
4 months ago
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User767Connector
asked in Article Help Center
Is there a dark mode option for the Help Center?

A majority of our users have their app in dark mode, and the native help center feels out of place when opened.

1303
D
4 months ago
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Emma SpencerNew Participant
asked in Article Help Center
Help Center Footer length

Is it possible to change the number of characters available in the Help Center Footer?There seems to be a hard limit that is not allowing us to add our standard footer to the help centre

252
E
4 months ago
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Trinh NguyenNew Participant
asked in Article Help Center
install react-native for android error

hi guys, on "@intercom/intercom-react-native": "7.1.1", I can install but I got crash on android like this issue https://community.intercom.com/mobile-sdks-24/android-react-native-app-crash-when-call-intercom-present-7157 I just saw that we have new version 7.1.2, then I tried and got error. as belowERROR:/Users/.../.gradle/caches/transforms-3/c8ba025c063d3a20a304d04e63c063d1/transformed/vectordrawable-1.2.0-runtime.jar: D8: java.lang.NullPointerExceptionERROR:/Users/.../.gradle/caches/transforms-3/0425b92879a90be481c24e3266c7dff1/transformed/vectordrawable-animated-1.2.0-runtime.jar: D8: java.lang.NullPointerExceptionFAILURE: Build failed with an exception.* What went wrong:Execution failed for task ':app:mergeExtDexDebug'.> Could not resolve all files for configuration ':app:debugRuntimeClasspath'.   > Failed to transform vectordrawable-animated-1.2.0.aar (androidx.vectordrawable:vectordrawable-animated:1.2.0) to match attributes {artifactType=android-dex, asm-transformed-varia

3608
aykut.aydin
Employee
4 months ago
J
Jane H12New Participant
asked in Article Help Center
How do I automate the help article on the visitor's chat based on the keywords they type?

How do I automate the help article on the visitor's chat based on the keywords they type?

443
mateusz.leszkiewicz
Intercom Team
4 months ago
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