Today, the Messenger “Article search” card only surfaces articles from the Intercom Help Center. It would be a big win to also include content from connected external knowledge sources (like a WordPress site) so customers can self-serve from the same place before starting a conversation.
Key requirements:
- Show results from external knowledge sources in the Messenger Article Search experience
- Support WordPress as a connected source (since it’s already supported for Fin)
- Keep audience targeting rules so only permitted content is shown
- Keep the same “search + up to 4 suggested articles” flow, just expanded to external sources