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Article Help Center

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

  • 399 Topics
  • 1,236 Replies
399 Topics
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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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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 ✨
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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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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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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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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 ✨
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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

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

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Graziela
Innovator ✨
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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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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?

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Nur Nahid
Super User ✨
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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?

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Nur Nahid
Super User ✨
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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?

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Emilygav
Intercom Team
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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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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! ​

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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
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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 Connect Me

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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
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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
Intercom Team
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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
Intercom Team
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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
Intercom Team
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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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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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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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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 :)

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Emilygav
Intercom Team
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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

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Jacques Reynolds
Intercom Team
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