The magic incantation is Settings > Help System > Configure.

There, you’ll find the default domain (https://intercom.help/yourID), which always work to get to the top level collections-page.

You’ll also find the custom domain setting.

If configured, the resulting url will be https://<yourCustomDomain>. All links from the top level collections page will go there. That setting lets you keep search engines from crawling your pages.

But if the DNS settings haven’t been activated with the appropriate CNAME records and such, all links from the top-level collections page fail.

Hey @ericMB 

Great to hear you found the Settings > Help System > Configure page where the domain settings are located!

Just to reiterate, this is where you’ll find both your default Help Center URL (something like https://intercom.help/yourID) and your custom domain, if configured. The default domain will always work to take clients to the top-level collections page of your Help Center.

If you’ve set up a custom domain, the URL would be https://<yourCustomDomain>, and any links from the top-level collections page will redirect visitors to this domain. However, as you mentioned, if the DNS settings (like CNAME records) haven’t been fully activated, links from the top-level collections page may fail to load.

Double-check those DNS settings to ensure everything is configured correctly.

Feel free to reach out to our support team via the Messenger if you require any help with setting this up! :)