The Intercom integration available to Claude (via Intercom:get_article and Intercom:fetch) can only retrieve public Help Center articles. It cannot fetch internal articles (Knowledge Hub content with activeContentType=internal-article) — calls against an internal article ID return 404 Resource Not Found, even though the article exists and is accessible via the Intercom UI at that URL.
Why this matters:
Internal articles are a primary place teams document product logic, known issues, troubleshooting steps, and support playbooks that never get published publicly. Support/CS teams using Claude to help answer questions (as in this workflow) frequently need to reference internal-only documentation, not just public-facing help articles. Without this, Claude has to route around internal knowledge entirely and rely on Linear/Slack instead, even when the most authoritative or up-to-date answer lives in an internal article.
Extend the Intercom connector to also call Intercom's /api/v3/internal_articles endpoint (or equivalent) when given an internal article ID or a Knowledge Hub URL with activeContentType=internal-article, so get_article/fetch can resolve both public and internal articles rather than just public ones.