Knowledge

All my article URLs have <domain name>.com/articles/<id>-article-name. I want to do away with the ID value in the URL and change it the name of the article only.  We maintain 9 accounts/business and want to have standard URL as per the article topic and not maintain IDs for every account. How do i update the articles URL for every collection or handle the redirection?  I have pinged on chat support but no reply.

How do I connect Route53 cname to help center and articles using custom domains?

Hi, I have some restricted articles that is only visible to a group of users. User authentication is working in messager, but if I suggest them to go to those restricted articles, they will be redirected to the Help Center website, and Help Center doesn't recognize them as users, thus will block their access. What do I need to do for Help Center to identify my users as users?

can i set a list of users who have not read a particular article

I would like to know if Intercom have some data about how many articles was sent in the conversations. I wanna know how many link articles was sent in the inbox message

Is it possible to recover a deleted article?

If I enable Automatically close unresponsive conversations using rules, will it trigger a survey?

Hi, I’d love to have product and API documentation in a single place but the Articles features seems to be unfitting for API documentation. I was wondering if someone has been able to do this successfully.Thanks.

Hello, we are about to migrate our help desk to Intercom Articles. The current URL structure is: https://support.mycompany.com/hc/en-us/articles/id-articlet-title When I setup the Help Desk URL on Intercom, the result is: https://support.mycompany.com/en/articles/id-articlet-title Is it possible to keep the old URL? We have tons of links shared everywhere and are not willing to mess that up.  Thanks!

I'd love to create a unified header navigation experience across some of our web properties (HC, Academy, Community), so it feels more seamless for customers when moving between properties.

Hi, I want to test pagination of articles through the articles UI and want to change the default limit (the API docs say its 50 per page right now) to 20? Is there a way to do so in the UI?  

How can we get the section ID of Help Center from the UI?If I use the list all articles api, for any given article if "parent_type" is section, what does "parent_id" signifies? Can I find that id in the UI? Thanks in advance!

How can we get the collection ID of Help Center from the UI?I want to use the retrieve collection API and need the collection id for it?

I want to make a custom version of the Help Center because Intercom's doesn't suit my needs, but the problem we're facing is that Intercom's article API doesn't allow for query parameters, making it way harder than it should for us to enable a search functionality. Has anyone been able to overcome this?

We use quite a few pictures and GIFs in our Help Center. A single picture is often used in multiple articles.Since we release new features and adaptions regularly, we always have to go through all articles and replace the pictures used. The update process is becoming a real pain.  Is there any way to have a central registry for pictures/GIFs? We would love to replace pictures/GIFs used in multiple articles centrally!

Hi there... how do I get suggested help to work? It is turned on ... but when a user asks a question for which an article exists.. the article is not suggested!

When I imported people from MailChimp I tried to designate them as "leads" but they've all come in as "users." Can I change them from Users to Leads? Or is it even important? I've understood users to be "subscribers" to my app where we have both paid members and their guests (who don't pay). I've understood leads to be others whose email we have (perhaps because they've signed up for a newsletter or asked to be updated.)  My question is this: When I imported people from MailChimp I tried to designate them as "leads" but they've all come in as "users." Can I change them from Users to Leads? Or is it even important?  Most articles in my Help Center are restricted to Users and leads (but not visitors) other than that there aren't many constraints between the two at least as far as Intercom is concerned. My app makes a clear distinction, but we manage that through the authentication and features offered. (We also

Is there a way to create a conversation topic to collect conversations that came from our help articles? Or, is there a way using another automation to update a conversation data field which then could be added to conversation topic? I just built a Current Page URL -> Conversation Tag automation, but it doesn't tag past conversations, so I'd like to figure out how to use the conversation topics to aggregate these if it's possible.   I built a conversation topic that searches for the message "sorry that didn't have the answer you needed If you'd like, you can ask the team for help" since that's what the bot sends, but it only picks up that phrase in rare instances when someone replies via email to this message, as then the bot message is contained within their message... (I guess the bot is not a teammate so it doesn't pick this up when it's presented in the chat from the Sad Face at the bottom of each article). The problem I'm trying to

Trying to edit a welcome message in the chat that would have links to most useful articles. The + sign only shows how to add links to external sources.

Are there any other user permission settings to create a workflow that would allow a review and approval phase before publishing?

How can I link a collection from the chat?

Oftentimes, my images are too big. As in, when I insert a screenshot from my phone, the article displays it matching the width of the screen. The result is that the images are blown up, look too big, and are not as easy to use as I would like. Are there any good solutions out there that I am missing? Thanks!

I would like for my users to be able to search my SFDC KB articles from within Intercom. Is this possible today and if so how can I accomplish this? There seems to be no articles or documentation on this. I cant find anything useful via google either

Hi, Are there workarounds for formatting RTL languages correctly in an English-only Help Center?

We have a feature called a "To-do list" and my top Search Terms with No Result include "todo" "to-do" and "todos". When I search for "to-dos" I see in the search results that only "do" is highlighted. Are hyphens treated as whitespace, and "to" excluded due to being a common word? I see other posts requesting a hidden keyword feature or hashtags, I think that might help this situation but it also seems that since this is such a short word with a hyphen that it is difficult to find.