Today, Knowledge Base articles can only be “archived” by unpublishing them or removing them from Help Center collections while preserving the content for future use. However, similar functionality does not exist for other Knowledge content types such as Internal Articles and Snippets.
As content libraries mature, teams often need to retain outdated, seasonal, superseded, or no-longer-active content for compliance, historical reference, or potential future reuse. Without an archive capability, organizations must either delete content permanently or manually create and maintain archive folders, which can become difficult to manage at scale.
Request:
Introduce an Archive feature for all Knowledge content types, including Articles, Internal Articles, and Snippets.
Archived content should:
- Remain stored in Intercom.
- Be excluded from customer-facing experiences and AI tools (Fin/Copilot).
- Be restorable at any time.
- Be automatically moved to a dedicated Archived folder or section.