Knowledge

Hey team! Renee here - lead CSM at Storylane 👋Resurfacing this request since it continues to come up regularly with our Storylane customers.Intercom help center articles currently don’t support embedded images, HTML, or iframes, which makes it difficult for teams to automate or streamline self-serve education. As a result, teams are forced to rely on workarounds like links, GIFs, or video uploads instead of keeping richer, interactive content directly in articles.This remains a blocker for onboarding, feature education, and support deflection, and it’s coming up across dozens of teams (40+ have flagged this to us directly) - not just edge cases.We also noticed the recent Supademo ↔ Intercom integration, which shows that deeper interactive content experiences are possible within the Intercom ecosystem. Many of our customers are asking for similar flexibility directly within Articles.Would love to know if broader support like this is on the roadmap, and happy to share more details if he

We have customers using different spellings, typos, etc .of words while searching for content in our help centre and not finding our content as a result. How can I add common alternatives to word in an article or the backend, to ensure our customers always find what they’re looking for even if they are using different language to us? This is not related to SEO but and solutions welcome.E.g : a customer searching for a Wi-Fi connectivity article types in wifi and nothing comes up. or a customer types in TRV (thermostatic radiator valve) and nothing comes up because we use ‘Smart Radiator Thermostat’.

It would be nice to have forum like capabilities. (Like zendesk.com/gather)

Our Help Center home page is https://help.ziflow.com/en/p> The meta description tag is empty: 

Hi Intercom Community,We have around 900–950 items under Knowledge → Content → Articles in our Intercom workspace. They’re essentially snippets. We need to export all of them with title + body/content (CSV or JSON is fine). What’s the best way to do this at scale?  Is the correct approach to use the Articles API (list all articles + retrieve each article to get the title and body fields)?  If yes, any tips for handling export of this volume (pagination/rate limits), or is there a supported bulk-export option? 

Related to the Critical Vulnerabilities in Next.js and React (CVE-2025-55182), we have identified that our Help Center hosted by Intercom is affected. Please patch as stated in the article as soon as possible since this is an urgent matter!

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

Hi, is there an option to export certain articles from our intercom article help center?kind regards

Hi! Based on the article about formatting articles, https://www.intercom.com/help/en/articles/4103903-formatting-and-exporting-your-articles-with-the-articles-api, there doesn’t seem to be a way to POST an article through the API that has callouts. For instance: Any ideas on how this might be possible? Thanks!Scot

Is there a way to select multiple collections to have the same article. Instead of having to add the same article one by one to each collection?

I'm syncing documentation from Notion to Intercom and I’m looking for a better way to handle internal and public articles.Current workflow: All documentation is written in Notion. I use Intercom’s native Notion sync, but it only creates internal articles. I then use Make.com to read those internal articles via Intercom APIs and create/update public articles with the same title and body. I'd like to also copy the tags from the internal articles, but I can't find a way to access them through the API. My questions: Is it possible to retrieve the tags assigned to internal articles via the API or any other method? Is there a better or more official way to convert internal articles into public ones while preserving metadata like tags? Any guidance or recommended approaches would be appreciated!

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.

We would need to add Content Security Policy to our application. I saw this article on Intercom Help. There it is stated to use 'unsafe-inline' but I am wondering is there a way not to use it, since we would like avoid that in our policy?

I want to embed an interactive demo into our Help Articles from another platform. Can I do that? The code is: <div style="position: relative; padding-bottom: 56.25%; width: 100%; height: 0;">    <iframe      src="https://tashi.storylane.io/demo/swdjjjrzseopquot;      allowfullscreen      style="position: absolute; top: 0; left: 0; width: 100%; height: 100%;"    >    </iframe>   </div>  

I’m trying to associate article views to actual companies or even individuals so that can use this data in decay analysis and compare against renewal and expansion. Is this data really not available? Do I have to lock down my KB behind a login to get this info?

When I request my articles from Intercom APIFor the published articles I get just the public version of the article, whatever this article was edited and saved as a draftIt's a way to get the public version of the article and also the last edited version of the article?

Hey everyone 👋 We’ve been reworking our Knowledge Base structure as our platform has expanded, and I’d love to hear how others have approached this. We’ve recently rolled out several new core products, so it made sense to create a category (mini hub) for each one.However, we also have tools that span all products - for example, an email tool that’s used across multiple product types. My current idea is to move these shared tools into a separate category like “Platform Tools and Features.” The tricky part is that while the email tool touches most of the products, its functionality has small nuances depending on the product. I’m torn between: Keeping all email content centralised in one place nested under a tools section e.g. having an email section (simpler to maintain, easier to find)vs. Referencing it within each product section for context (but risking duplication and confusion - for example, users searching for email help might find multiple references across different categories

Has anyone tried implementing context-sensitive help in your product like how Intercom uses its help articles and customizes the Learn button drop-down?

I want to suggest a 2 features to articles: 1. A checkbox that allow us to  exclude a single page for indexing. Ex: pages with contact information. Those pages should be in help center and also be available for FIN, but not for bots. With a single disallow to be added in the robots.txt is enough.2. If you type an email or a URL, and you don't link it, when you save it's linked automatically and if you want these information to be excluded for crawlers you can't.   

We are building a substantial knowledge base collection of articles in intercom.  However, many terms are repeated in the article, and when one searches for such a term, only 10 articles are displayed.  How do we get a list of all the articles, even if we need to scroll through several pages?

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!

When I try to select the color picker, it doesn’t appear. It was working since a week or two ago. Also, sometimes the column doesn’t adjust properly after I delete one. In this example, it should adjust to be the whole page wide.