Problem Statement:
As an enterprise organisation that supports multiple white label solutions, we have a large collection of articles in our legacy help centre that supports our direct and white label customers. We are in the process of migrating this content over to Intercom and leveraging the Multi Help Center feature. However, we have found that we may have to have 10 or more articles on the same subject matter but may vary slightly due to various reasons so as to not only support our direct customers but our white label ones too. This potentially is a content management nightmare. 😫
Driving Motivation:
Is to not have 10 or more duplicates of the same article that cater for a different White Label audience(s), especially in our case where we would roll out a new feature to our direct customers first and then onto our white labels at a later stage or not at all, this can vary. Ongoing maintenance of said content would be time consuming and resource intensive.
Idea/Feature Request:
We think, it would be highly beneficial to have conditional content blocks as a new component within an article which when placed on the page could have a targeted audience by setting an audience rule.
Once a conditional content block is placed on the page in edit mode we can then place any of the other article component within that conditional content block like Insert an Image, Embed a video, insert a div or call out etc.
We then set the targeted audience on that block using the same audience filter rules as you would use when setting up any pro active outbound campaign. (i.e. be able to set the audience based on user or company attributes etc).
Additionally, the article would still respect the targeted audience as set via article settings (Visitors, Leads, Users), then at the content level with the conditional block in-line and one ore more article components set in it (i.e. a picture or paragraph of text), we can then set and specify a target audience with audience rules filters / segment creation.
Multiple audience rules can be set per conditional content block using AND/OR conditions along with all the operators (is, is not, contains, greater or less than etc) that are used with user or company attributes.
Design:
Thanks
Ruairí
