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We have renamed a core part of our application, and now have the arduous task of replacing every mention of the feature manually within our 180+ articles…. How do others manage this?

I find native the Intercom article management tools lacking:

  • Can’t duplicate articles
  • Can’t create article templates
  • Can’t insert recommended reading (related articles defined by me)
  • Can’t have global blocks/sections that are the same across the articles they appear in
  • etc…

It’s becoming logistically nightmarish as we grow our knowledge base.

Is there any third party tool that can improve the management? Or do I need to just consider building a custom knowledge base?

Thank you!

Hey there ​@Monique Clark! Emily here from Support Engineering at Intercom 👋🏼

Although some of these things are not natively supported in Intercom's UI, you might consider using the API.

Using the API you would be able to create duplicate articles and have a reusable HTML template you could use for future articles.

You can retrieve all articles using the GET /articles endpoint, identify the articles that need updating, and then use the PUT /articles/{id} endpoint to update each article with the new content. This process will require you to update each article individually, as the API does not support bulk updates in a single request. However, you could create a script to iterate through articles if your update to the articles is a constant change.

Be mindful of rate limits and API quotas to avoid disruptions.

If you find these options insufficient for your needs, building a custom knowledge base or looking into third-party tools that offer more advanced content management features might be necessary.

For more detailed information on updating articles via the API, you can go to our docs here 👈🏼

Hope this helps a little bit 😁

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