Knowledge

I'm syncing documentation from Notion to Intercom and I’m looking for a better way to handle internal and public articles.Current workflow: All documentation is written in Notion. I use Intercom’s native Notion sync, but it only creates internal articles. I then use Make.com to read those internal articles via Intercom APIs and create/update public articles with the same title and body. I'd like to also copy the tags from the internal articles, but I can't find a way to access them through the API. My questions: Is it possible to retrieve the tags assigned to internal articles via the API or any other method? Is there a better or more official way to convert internal articles

Related to the Critical Vulnerabilities in Next.js and React (CVE-2025-55182), we have identified that our Help Center hosted by Intercom is affected. Please patch as stated in the article as soon as possible since this is an urgent matter!

Is there a way to implement cookie consent on the Help Center? One way to do it would be to add a Google Tag Manager integration so that users could add their own cookie consent implementation. Rationale for cookie consent: The Help Centre already has an integration with Google Analytics (see https://www.intercom.com/help/en/articles/1346547-integrate-google-analytics-with-your-help-center. However, for many countries, cookie consent is required to use Google Analytics.The Help Centre can be part of the user journey for a business. As a result, it makes sense to be able to unify tracking/consent across all its domains/subdomains using Google Tag Manager.YouTube videos can be embedded in Help Centre articles, which sets its own cookies that can require consent. There may be other services that do this on th

We would need to add Content Security Policy to our application. I saw this article on Intercom Help. There it is stated to use 'unsafe-inline' but I am wondering is there a way not to use it, since we would like avoid that in our policy?

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>  

I’m trying to associate article views to actual companies or even individuals so that can use this data in decay analysis and compare against renewal and expansion. Is this data really not available? Do I have to lock down my KB behind a login to get this info?

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?

Hey everyone 👋 We’ve been reworking our Knowledge Base structure as our platform has expanded, and I’d love to hear how others have approached this. We’ve recently rolled out several new core products, so it made sense to create a category (mini hub) for each one.However, we also have tools that span all products - for example, an email tool that’s used across multiple product types. My current idea is to move these shared tools into a separate category like “Platform Tools and Features.” The tricky part is that while the email tool touches most of the products, its functionality has small nuances depending on the product. I’m torn between: Keeping all email content centralised in one place nested under a tools section e.g. having an email section (simpler to maintain, easier to find)vs. Referencing it within each product sect

Has anyone tried implementing context-sensitive help in your product like how Intercom uses its help articles and customizes the Learn button drop-down?

I want to suggest a 2 features to articles: 1. A checkbox that allow us to  exclude a single page for indexing. Ex: pages with contact information. Those pages should be in help center and also be available for FIN, but not for bots. With a single disallow to be added in the robots.txt is enough.2. If you type an email or a URL, and you don't link it, when you save it's linked automatically and if you want these information to be excluded for crawlers you can't.   

We are building a substantial knowledge base collection of articles in intercom.  However, many terms are repeated in the article, and when one searches for such a term, only 10 articles are displayed.  How do we get a list of all the articles, even if we need to scroll through several pages?

I need a way to categorize articles across the sections/categories that they’re in in the help centre. Article tags are only visible and usable in the Intercom back end, not by users accessing articles. To help explain what I mean, imagine that you have a help centre that has articles on cooking and food preparation. You might have help center collections like “Preparing ingredients”,  “Cooking with oil” or “Plate Presentation” and within those, you have some articles that are relevant for only meat-based food, for Kosher or Halal food, for vegetarian food, etc., and some that that are applicable to more than one category/all categories. How might you allow your users to search across the help centre for all articles related to vegetarian food, regardless of where in the help center the article is? I don’t think that there’s a built-in feature that will allow this in Intercom, but if anyone has achieved something similar with a work around, I’d love to he

When I try to select the color picker, it doesn’t appear. It was working since a week or two ago. Also, sometimes the column doesn’t adjust properly after I delete one. In this example, it should adjust to be the whole page wide. 

We setup a regular sync between our IC instance and an external website for industry-specific content/context. Filtered URL's to be specific to the pages we wanted, but it still resulted in nearly 25k+ pages being ingested; many of them were repeats/duplicates.Since then, we've attempted to delete/remove the source from the Knowledge center pages with no success. It appears to still be going through regular syncs of new content and never fully removes it. When asking Fin, they suggested it would require API intervention. Requesting assistance to have it fully removed.  

My intercom published articles are no longer showing up - I have been with Intercom for a while so am still on the free plan and until recently they could still be accessed by my customers however I am now getting a “Not Found” error on my public page.Is this because I’m on the free plan?I’m not trying to publish new articles, these are articles that were previously published.

I have made a custom GPT, which I am using to create articles for our company, with full html-coding applied. Which we used to create articles in Zendesk. This week we moved to Intercom. I was under the impression that most tools, from this time of day (2025), support html-coding and html-desgining.But now that we have moved to Intercom, what I read online, it is impossible to change the html of the articles within the designer. Which is key for quickly creating and changing articles. Also, Intercom provides very little support for HTML and CSS coding in general. Because of this, we seem to be unable to add (styled) blockquotes with custom colors and lines (appearance). See below.For example, this block underneath to highlight something importantFor example, the FAQ underneath to show additional questions, which

Hello,My name is Mukesh karkey , I'm trying to integrate Intercom with my application to receive real-time updates for events like new messages or conversation assignments. How can I set up Intercom webhooks, what event types should I listen for, and how can I handle and process the webhook payloads on my server? Any example code or best practices would be greatly appreciated!

Mukesh Karkey here, I'm looking for advice on how to create highly targeted messages and in-app tours for specific user groups. I understand Intercom's segmentation capabilities, but I want to know about real-world use cases and best practices. Thanks,Karkey

I have several translated articles ready. How can I upload all of them in bulk instead of creating them individually?

In Word when you create an ordered list you get...first bulletsecond bulletsub-bulletIt looks like even the forums have this functionality! Does this exists when writing an article in the help center? I can't seem to find it.

I’d love to know if we can backdate news items. We’re going to migrate a bunch of news articles over from Pendo. Will they all look like they shipped on the same day, or can we make it look like they came out when they came out?

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?

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!

I have a light background colour as my header, however the text is white and illegible. How do I change the colour of this text?

Are there plans to add more to Article reporting?Specifically, I’d love to see the filter options from other reports on Intercom so I can easy have a breakdown of the views an article gets in different languages or be able to filter to see how many users from a specific customer are viewing an article.