Add support for brand based variable content in knowledge base articles to improve white-label/multi-brand use cases

We offer a white-labeled help center for some customer implementations. The vast majority of the content in these articles (should be) identical, except displaying a different brand name (which lives in Intercom already) or an alternative screenshot that captures that specific brand identity. In it’s current state, we must maintain duplicate articles for all of this content creates a significant burden in manual efforts required to keep these articles in sync, and introduces more possible failure points where it’s possible for data to fall out of sync.

The ability to write one article that references {{brand.name}} and to attach individual screenshots to {{brand.name}} would be an incredible improvement to this experience for us, and reduce a significant amount of manual work to keep these different knowledge base articles in sync.

In an ideal world it’d be possible to flag certain blocks of content as brand-specific, so that even situations in which there is variable content or minor differences between brands we could still maintain one primary article.

Alternatively, a reverse version of this where content could be defined in blocks that could be referenced in different articles would help accomplish some of this. Content that is universal can be defined as one of these blocks and individual articles could reference this primary content. Changes made to the primary content would then reflect back on each brand-specific item, where any brand specific content would live.