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  • 415 Topics
  • 1,292 Replies
415 Topics
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!

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Patrick H12
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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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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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Marcelo MaderiaNew Participant
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?"

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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. 

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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...   

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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 

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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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ValeriiaNew Participant
asked in Knowledge
How can I add an article to several collections?

Hello everyone!  Had been a little confused while creating articles and collections for my students.  We've got 2 collections like "Methodology helper" and "Assessments", where I want to put the same articles about the process and meaning of assessments. But as I see it, Intercom doesn't allow adding one article to more than one section. And the possible solution of creating two of the same articles just to put them in different collections looks kind of strange to me, as we can't get the right statistics of the use of this material. Does anyone know any ways to fix it? Thank you in advance!

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Rosemary Stone
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Heather PConnector
asked in Knowledge
How to set up redirects when changing help center domain

We are moving our help center from help.tillerhq.com to help.tiller.com. The redirects tool built into Intercom will not allow us to set up redirects if the primary domain is different. See message below that’s disabling the “save changes” button. Is there a way to direct on an article by article basis from the old domain to the new one using our Cloudflare set up or some other tooling?If this isn’t possible it seems like a pretty big flaw on your part,  Intercom. Some of our help center articles bring us a lot of organic search traffic and without being able to redirect those we’re going to lose some of that SEO juice.   

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Amy DNew Participant
asked in Knowledge
I would like the possibility to add custom fonts to the article library as it currently doesn't feel like it's part of our brand. This can be done via Google Fonts or Adobe Fonts for example. I know that Google Fonts is something that Hubspot offers.

I would like the possibility to add custom fonts to the article library as it currently doesn't feel like it's part of our brand. This can be done via Google Fonts or Adobe Fonts for example. I know that Google Fonts is something that Hubspot offers.

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Carmen McGradyNew Participant
asked in Knowledge
Backdate articles on Newsfeed

I’d love to know if we can backdate news items. We’re going to migrate a bunch of news articles over from Pendo. Will they all look like they shipped on the same day, or can we make it look like they came out when they came out?

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Aminda Villamagna
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AnibalNew Participant
asked in Knowledge
News item landing page is blank

We have successfully configured and launched a News Center and posted publicly our first News Item, which is displayed properly both within Messenger News section and within News Center main URL (a custom domain properly configured following Intercom’s Custom Domains for News Center instructions).The News Center main page loads perfectly and displays our first news Item but when clicking on the News Item title to open the News Item in a new window we land on a blank page (no 404 error, just a blank page).   

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Nathan Sudds
Top Expert ✨
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Ana HenryNew Participant
asked in Knowledge
Is there a way to track downloads?

If i have a file in an article, is there a way to track downloads?

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Nathan Sudds
Top Expert ✨
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tataralexaNew Participant
asked in Knowledge
Settings for Conversations from an Article

Hello there,It's great that any user can contact us via chat after reacting negatively to an article in the Help Center. However, are there any updates on further setting this up? I noticed this was posted a year ago.The user eventually reached live chat after 12 minutes. Is there a way to make changes, add a workflow, or implement any improvements? Thank you!

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Aaron MaysNew Participant
asked in Knowledge
How to embed JW Player videos in articles?

I’m having trouble embedding a JW Player video into an Intercom article. I’ve tried using the JW embed codes, the iframe source, the share URL, and the actual video URLs in JW and keep getting an error message telling me that what I’ve entered isn’t supported, even though in that same message it says that JW Player video URLs are supported. I also checked to make sure my videos aren’t private and I was able to open them in incognito so I don’t think that can be it. Is there any documentation showing what the JW URL should look like?

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mateusz.leszkiewicz
Intercom Team
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