Allow Help Center article search to be pre-seeded with context when the UI Widget is launched to help a user.
We are implementing Help Center as a means to provide guidance to our customers. We will have a browsable help center but our primary goal is to provide context specific guidance to users as they undertake various actions in the system. We plan to use the Intercom UI Widget to achieve this. We support thousands of different online forms that we potentially need to provide guidance on via a help center. Managing that amount of article / collection IDs in the system is not workable for us.
We wish to be able to provide context to the widget such that it displays the correct content to the user without hard coding Intercom IDs within our application. We want to avoid that as it will be difficult to maintain. Instead, we would like to pass the context of what the user is doing to Intercom and for the UI widget to display the correct article or articles based on what they are attempting to achieve. For example, when the user is forming a legal entity in Delaware, rather than coding the ID of the article that covers that specific online form into our system, we would pass ‘formation’ and ‘delaware’ to the UI widget and it would find the article or articles that best match that context.