Customise related articles

Yes please!!! We would like to be able to select specific articles that would show as related.

This would be very useful. It’s precisely why we don’t use this feature yet. We’ve been manually creating our own ‘related’ section at the bottom of guides as we know precisely which other articles would be relevant.

Being able to select relevant articles ourselves would be ideal. We could then have intercom use it’s relevancy tech to maybe suggest one, which we would accept or decline.

Just as a basic I would love to be able to have the recommendations pull from “Users only” articles. Currently these automatic recommendations are only pulled from fully Public, open to all articles.

 Related Articles are generated automatically, which would be great.

Intercom runs a background algorithm that compares:

• the article title
• description
• article body

It then scores how similar other articles are and shows up to five with the highest relevance.

However:

• You can’t make the recommendations different for Leads vs Users
• You can’t include “Users only” articles in that block at all
• The section is not customizable per audience

We keep much of our support for customers only and sales materials public, so this makes this feature useless currently for customers unless we create our own recommendation lists too. That is a lot of work that should be automated using the algorithm. 

So even if your users can see all articles (including restricted ones), the related‑article section cannot include those audience‑targeted articles. This has annoyed me for year now, but it appears that Fin beats articles for development these days. But they are still necessary.