Feature Request: Stable Article URLs and Redirect System

Hi ​@Webbas team 👋, 

I feel your pain on this one—it’s a bit of a nightmare when a simple spelling tweak or a title refresh ends up breaking links across your entire ecosystem. "Going pear-shaped" doesn't even begin to cover it when you have to manually hunt down links in email sequences!

While we wait for Intercom to introduce proper URL persistence or manual slugs, there is a pro-tip workaround that I use to keep things from breaking:

The "ID-Only" Linking Strategy

Instead of using the full, SEO-friendly URL that Intercom generates: https://www.intercom.com/help/en/articles/1234567-your-article-title

Strip it back to just the Article ID: https://www.intercom.com/help/en/articles/1234567

Why this sorts it out: Intercom’s architecture is smart enough to recognize the ID alone. If you link using just the numbers, the system will automatically redirect the user to the correct, current title regardless of how many times you've edited it. By using this method for your cross-references and email automations, you won't have to worry about manual updates ever again. It’s a much more robust way to handle things until we get a native fix!

Hope that helps save you a bit of aggro!

Cheers,

Roy 🇬🇧

Big +1! Especially when article links are embedded into the product itself! It creates a tracking and CloudFlare redirect nightmare. 

This is yet another reason I’m still requesting: 

In the current WYSIWYG editor, I’m not able to even see the actual full URL that Intercom adds in when I use the built in process of letting Intercom create the link by selecting the content that you want to link to. 

​@Roy Thank you so much for that pro tip! 

I’m curious...is that only applicable when we’re manually adding the link via the 🔗 icon or Cmd+K? Or is there still a way to strip the URL down to just the Article ID, even if we use the built-in Intercom process (where instead of a URL, you select the actual content itself and Intercom does the rest)? I was under the impression that using that method was the way to have Intercom automatically update links and titles if we made any changes, no? 

​@Casey Maxwell 👋 , 
 

So glad you found the tip useful! ❤️

"Is that only applicable when we’re manually adding the link via the 🔗 icon or Cmd+K?"

Spot on. At the moment, you do have to manually enter the URL using the Article ID format: https://www.intercom.com/help/en/articles/1234567

"Regarding the built-in Intercom Article dropdown..."

You’re absolutely right in principle—if Intercom allows you to select an article directly, it should dynamically update the link and title across your content if changes are made. However, I’ve just run a few tests and, unfortunately, it doesn't seem to work quite like that in practice. It’s certainly something the Product Teams ought to look into!

The most reliable "quick fix" for now is to link the article, but then ensure the URL follows that specific ID format: https://www.intercom.com/help/en/articles/1234567

Thanks for the feedback! Do let me know if you have any other questions at all—always happy to help ❤️.
 

Cheers,

Roy 🇬🇧

 Amazing tip Roy!

Huge thank you for that. Will do so from now on 🙌🏼

​@Webbas team,  Cheers for the kind words! 💙

Spot on—it’s brilliant to hear that’s sorted for you. Sometimes a cheeky workaround is exactly what’s needed to get the job done when the standard route is being a bit rubbish.

Happy to help!

Cheers,

Roy 🇬🇧