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  • 421 Topics
  • 1,303 Replies
421 Topics
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OdetteNew Participant
posted in Knowledge
Sync folders from Confluence

When you sync documentation from Confluence to Intercom, it only grabs pages in the main folder but not pages from the subfolders. To keep documentation organised, it would be great if you can sync also documents stored in subfolders.

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Nur Nahid
Super User ✨
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Marcelo MaderiaConnector
asked in Knowledge
CSV Glossary File

Where can I upload a CSV glossary file?Thank you,MM

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Nur Nahid
Super User ✨
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Emma McKenzieNew Participant
asked in Knowledge
Bots skewing article engagement

The last two weeks our help centre articles have increased in views by 500%...this is for our public articles that can be viewed by anyone. I have a feeling this is mostly from bots rather than real people. Does anyone have any solutions for how to block bots from being included in our article views and user metrics?

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Rosemary Stone
Rosemary StoneConnector
posted in Knowledge
Interactive flowchart

I would like to be able to insert an interactive flowchart into a help centre article. User would click on a series of graphics or text snippets to follow a path ending with the correct help centre article. E.g. Which product do you have?A, B, C, DWhat do you want to do?A or B» correct article displayed

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Intercom Team
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Shani BNew Participant
posted in Knowledge
Sync Internal Confluence Articles Into Specific Folders

We need a way to sync internal Confluence articles into folders to help Fin Copilot answer teammates’ questions based on their skillset or role, rather than just an all-in-one sync.Example:Role/skillset Tier 1 has access to synced Confluence article set ARole/skillset Tier 2 has access to synced Confluence article set A & BRole/skillet Tier 3 has access to synced Confluence article set A, B, & C

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JosselinNew Participant
asked in Knowledge
Is it possible to add keywords or hashtags into Help Center articles? (more visibility)

Hi! I would like to know if it's possible to add some keywords or hashtags within Help Center articles that they can be found more easily. I'd be happy to hear any other trick to increase the visibility and efficiency of articles in the way that they are found. Thanks in advance! J.

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Alex D.New Participant
asked in Knowledge
Any ideas on how to categorize articles across categories (e.g. like a user-visible tag)

I need a way to categorize articles across the sections/categories that they’re in in the help centre. Article tags are only visible and usable in the Intercom back end, not by users accessing articles. To help explain what I mean, imagine that you have a help centre that has articles on cooking and food preparation. You might have help center collections like “Preparing ingredients”,  “Cooking with oil” or “Plate Presentation” and within those, you have some articles that are relevant for only meat-based food, for Kosher or Halal food, for vegetarian food, etc., and some that that are applicable to more than one category/all categories. How might you allow your users to search across the help centre for all articles related to vegetarian food, regardless of where in the help center the article is? I don’t think that there’s a built-in feature that will allow this in Intercom, but if anyone has achieved something similar with a work around, I’d love to hear it!

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hindujafamilyswissNew Participant
asked in Knowledge
Is there a way to restrict access to certain articles so that only users authenticating through Google or other external Identity Providers (IdPs) can view them?"

Hello, My Name is Prakash Hinduja (Hinduja Family Switzerland) Can I configure my system (where articles are hosted) to only allow users who authenticate via specific external identity providers (like Google, Okta, Azure AD, etc.) to view certain articles, while restricting access for others?"This is not just about general user logins; it's specifically about how a user logs in. You're asking for a mechanism to differentiate access rights based on the authentication method or the specific identity provider (IdP) used. Hinduja Family Swiss

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Cody IddingsNew Participant
asked in Knowledge
Workflows exporting and reimporting help articles

Hi there, I'm looking for example workflows pulling help article content via API and then reimporting them back to intercom.I'm a bit stuck at the moment as I try and pull articles using the Articles API, make edits, and push them back, but the formatting gets completely destroyed in the process.Specifically:When I pull an article using GET /articles/{id}, the HTML looks properly formatted with Intercom's wrapper divs and spacingWhen I push the exact same content back using PUT /articles/{id}, Intercom's API automatically modifies the HTML and removes empty <p class="no-margin"></p> elementsThis breaks the visual spacing and layout that was working beforeExample of what happens:Before API call: <p>Content</p><p class="no-margin"></p><p>More content</p> (proper spacing)After API call: <p>Content</p><p>More content</p> (no spacing, content runs together)Has anyone successfully implemented a workflow for editing artic

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Emilygav
Intercom Team
Patrick H12
Patrick H12Connector
asked in Knowledge
Is it possible to restrict Articles to Google or alternate external IdP users?

I understand that I can change article access to only Users. This is great, but users can’t view the articles unless they search for the article via the messenger in-app. I’d like to be able to keep our knowledge base private, but be able to send a link to a user. Am i misunderstanding how this works? If not, is it possible to add a SAML app or something to authenticate users via Google Workspace?Thanks!

203
Paul Byrne
Intercom Team
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Luis CarrascoNew Participant
asked in Knowledge
How can we set brands so the customers can see the correct Help Center

Currently seems not possible to set brands in the workflows. We need to match a user/lead with a brand within workflows so we can show them the brand-specific help center.  not based un URLs but in other type of data, like people’s data

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Jacques Reynolds
Intercom Team
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Marcelo MaderiaConnector
asked in Knowledge
Article

Is it possible to create an article from a document uploaded to our Knowledge Base? If so, could you please explain how to perform this action?"

185
Adam Warden
Innovator ✨
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MattWDNew Participant
posted in Knowledge
Getting unsafe-eval CSP error!

Hi I’m getting unsafe-eval CSP error from script-src policy.Can this be fixed somehow without adding unsafe-eval to the policy?Do you have any other script version without eval inside your JS code? Attaching screenshots.  Regards

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Cameron DiiorioNew Participant
asked in Knowledge
Are there keyboard shortcuts for the help center formatting features (callout button, divider, etc.)?

Hi Intercom community, I am wondering if there are keyboard shortcuts for the Help Center formatting features like the note callout, embed videos, dividers, bulleted lists, and so on. The keyboard shortcuts for standard formatting features (Ctrl + B on Windows for bolding text) seem to work. However, I am not seeing any evidence that these shortcut keys exist for the Intercom-specific features.If it has not been implemented, hotkeys would be a really nifty tool that would improve quality of life and productivity!

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Steven TNew Participant
asked in Knowledge
Can I implement cookie consent on the Help Center? For example, is there a way to integrate Google Tag Manager?

Is there a way to implement cookie consent on the Help Center? One way to do it would be to add a Google Tag Manager integration so that users could add their own cookie consent implementation. Rationale for cookie consent: The Help Centre already has an integration with Google Analytics (see https://www.intercom.com/help/en/articles/1346547-integrate-google-analytics-with-your-help-center. However, for many countries, cookie consent is required to use Google Analytics.The Help Centre can be part of the user journey for a business. As a result, it makes sense to be able to unify tracking/consent across all its domains/subdomains using Google Tag Manager.YouTube videos can be embedded in Help Centre articles, which sets its own cookies that can require consent. There may be other services that do this on the Help Centre.

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Daniel Rönnberg
Daniel RönnbergActive User
posted in Knowledge
Centralized media library for reusable assets in Help Center

In our Help Center articles, we use a consistent set of icons to visually guide users, for example, indicating where to click or when a link directs to an external source (see attached screenshots for reference). These icons appear across multiple articles, and from time to time, they may need to be updated.Currently, updating these icons requires manually replacing them in every individual article where they are used. This process is time-consuming and introduces a risk of inconsistencies.It would be incredibly helpful if Intercom offered a centralized image or document library, a place to manage all uploaded assets in one location. Ideally, this library would support dynamic linking, so that updates to an image or icon in the library would automatically reflect across all articles where it is used. This would significantly streamline content maintenance and ensure a consistent user experience. 

354
Nathan Sudds
Top Expert ✨
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Paige MulliganNew Participant
asked in Knowledge
How is article relevancy calculated?

When the related articles option is enabled in the Help Center, how does Intercom calculate what’s the most relevant? We have a lot of repeating types of documents for different products, we want to make sure it’s only recommending documents for that same product currently being viewed. 

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Casper LeendersNew Participant
asked in Knowledge
Export of internal articles

Hi, I managed to utilise the API for extracting metadata of all the customer facing articles in the help centre. Is there a way (API or workaround) to export internal facing articles from our knowledge base as well? Thanks in advance.

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Julian Murray
Innovator ✨
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Attila SimonNew Participant
asked in Knowledge
custom subpath for the Help Center

Have anyone successfully created a custom subpath for the Help Center?I would like to make my Help Center available on our main domain www.oursite.com/help, but despite every setting, it only shows “Not found” error message. Intercom Support team has no clue...   

556
Paul Byrne
Intercom Team
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Ludwig HedlundNew Participant
asked in Knowledge
Migrate current helpdesk from Notion to Intercom

Hi, I want to move ~ 90 articles on our current helpdesk, which we have on Notion, to Intercom. What is the most pain free way for me to do this? I would of course prefer not to have to copy and paste each and every article…Looking forward to your answers!

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TBelevska
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Dario RojasNew Participant
asked in Knowledge
Issue with Manual Boot & CORS Error on First Login (Vite SPA)

We are experiencing an issue with manually booting the Intercom messenger in our React Single Page Application (SPA) using react-use-intercom.Goal: We need to initialize Intercom (using boot) only after a user successfully logs in, providing their userId and userHash (Identity Verification). The launcher should not appear on the login page.Problem: The Intercom messenger launcher fails to appear on the very first login after starting the application. However, if we then refresh the page, or log out and log back in during the same browser session, the launcher appears and works correctly.Implementation & Troubleshooting:We use <IntercomProvider appId="..." autoBoot={false}> wrapping our AuthProvider. Inside our AuthProvider, a useEffect hook triggered by the user state change calls Intercom('boot', { userId, name, userHash }). We've confirmed the boot function is called with the correct user data. We've confirmed window.Intercom exists before calling boot. We tried adding sign

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Jacques Reynolds
Intercom Team
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Erin_CNew Participant
asked in Knowledge
Article Usage by our email/chat teams vs AI

Looking to graph monthly numbers on:• Monthly count of articles used in emails and chats by humans• Same for AI 

231
Jared Ellis
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Erin_CNew Participant
asked in Knowledge
Article Effectiveness in Deflection of Support Tickets

Hey there, Anyone have advice on how to track:• Monthly deflection count by AI using an article (ie. user opens chat, gets AI suggestion for article, doesn't open a support ticket).• CSAT for deflected cases (where a human wasn't needed) vs cases that result in a ticket where a human needed to get involved.Any help is appreciated.

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Julian Murray
Innovator ✨
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Richard CNew Participant
asked in Knowledge
Is it possible to embed the Help Centre in a webpage on one's website, or embed single articles, or embed a list of a collection, etc?

Is it possible to embed the Help Centre in a webpage on one's website, or embed single articles, or embed a list of a collection, etc?

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NuncEstBibendumNew Participant
asked in Knowledge
Is there a way to completely disable the "Send us a message" option in the Help Center ?

Hi, Is there a way to completely disable the “Send us a message” located at the bottom of the help center ? This option is not present on the first visit of the screen (which is what I want).But if a user go to an article, then back, the option shows (which I do not want). (see screenshots without the button on the first visit and with the button on the second visit after seeing an article).Thanks !First visit of the Help Center screen (no “Send us a message” button)​​​Second visit of the Help Center screen, after visiting an article page (there is the “Send us a message” button) 

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mateusz.leszkiewicz
Intercom Team
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