Knowledge

Howdy!Does anyone know how to setup cloudflare to forward cookies? Any help with this issue will be much appreciated.

I have a Help Center full of articles in one language and want to programatically translate them into other languages. Can I use Intercom's API to do this?

Hi everyone! I’m a Knowledge Manager at Multiverse and looking for ideas for how to improve the UX of our help-centre and article sentiment.I’d love to see some examples of help-centre landing pages from other companies and if anyone has any tips for improving UX.Separately, does anyone use any sentiment data other than article reactions to gauge the overall experience of the knowledge base? We have an extremely low article reaction rate (approximately 1%) and often when I investigate the conversations of those who reacted with a sad face to ‘Did this answer your question’, I find they have got in touch with a request or issue that could not have been answered by the article (they needed an agent to perform an action or fix something), so I'm not finding this is giving the best insight into how the knowledge base can be improved.Would be grateful to hear from anyone who is navigating similar experiences :)

When I select to ‘Edit Latest’ on a published article, the page opens to a blank page with just the title of the article available. The published article is visible, and unpublishing then attempting to edit still gives a blank page. Anyone run into this and have a solve? TIA

Once a back office ticket is created for a customer, does it then become associated with the users account/details page? Or is the only way to see the back office ticket that was created in intercom, within the original conversation is was created within?  

Our user/agents first & last names are displayed for all customer interactions. Is there a way to change settings so that when customers interact with agents, they don't see "Joe Smith". Rather they just see "Joe" or "Mr. Smith"?

For years now I have tried to segment users with csv uploads. I find that often users wont surface in the upload that are on the list and in intercom. For example, my csv might include just emails of 63 users with finance permissions, then only 23 surface (when only 4 were dups and the rest are legitimate contacts in intercom). Any tips why some wont surface in the upload?

It’s the second time I encounter the same pain-point at a company: keeping our help center’s articles accurate as our release cadence accelerates. Our doc is becaming outdated. We create new articles for new features, but we’re always lacking the resources to update existing content impacted by those changes. That’s problematic because our product is available on iOS, Android, and the web, with small but important differences across platforms. To make things even worse, we are based in the EU and support three languages. The discrepancies between these languages became substantial, leading to increased support tickets…

Hi everyone! 👋I'm curious about how you automate customer communication in your companies.What tools or platforms do you use for automating chats, emails, or social media? Which processes have you successfully automated, and how has it impacted your business outcomes? Do you have any tips on best practices for automation while still maintaining a personal touch with customers?I'd love to hear your advice and success stories! Let's share our experiences and ideas! 🌟

I am getting quite a few Errors and Warnings on my Technical SEO site audit in regards to the help center articles I have published to the public and set to index. The biggest issue is that there are some articles coming back with hreflang conflicts within page source. I am wondering how to fix this so my site health can increase and the google bots are able to crawl everything appropriately.  Also, it seems all of my help center articles have outgoing internal links that contain nofollow attribute (to our main domain and subdomains). This issue says there is a rel="nofollow" attribute that is telling the crawlers not to follow the link, which is NOT recommended for SEO purposes, and rather should let the link juice flow freely.  I recently made all my articles visible to the public and a ton of these types of Errors, Warnings, and Notices are now appearing on my Site Audit and hurting my site health. Any advice is greatly appreciated! Thank you 😀

Hello,I am building up a suite of knowledge articles and have been adding alt-tag information wherever possible.I wanted to know if Intercom automatically adds a null alt tag to any images that do not have alt tag data added or if I need to do this manually myself?Just to note, null tag data is added into any alt tag if you want a screen reader to skip the image altogether. That way for any decorative images, for example, you don’t need to add a detailed description as it will not assist with the overall comprehension for the user and it also means that the user doesn’t get annoying and useless information when using a screen reader.Thanks, Emma

Does anyone know if there’s a character limit for Help Center articles in Intercom? I want to ensure that my content stays within any guidelines for readability and optimal user experience. If there is a limit, what’s the best way to handle longer content—should it be split into multiple articles or sections? Any insights or best practices would be appreciated!

I’d like to know if there’s a way to make inserted images in my article display in full screen when clicked. If that’s not possible, can we resize the graphics to make it happen?

Is it possible to hide the reactions section at the bottom of Intercom articles? We’d like to add our own custom section here for our customer to submit feedback if the article was not helpful. Plus, I haven’t found a great solution for redirecting customers who indicate the article was not helpful to the proper location:  

I’m trying to see what event data is being sent to Intercom from segment (i think there is an issue with it) but I cant find any way to reliably track this. and segment doesnt give me info because Intercom “cant send server side”. 

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

Hey there, we’re trying to redirect from our old helpdesk URL to the new site on intercom. The slug did contacint an “ü”. We have redirection from:https://help.oursite.com/de/grünhttps://help.oursite.com/de/gr%C3%BCnTo an article on intercom. Redirection (published and everything set correctly) seems not working, it just redirects to oursite.com/deI would have expected a 404 if something is wrong, like when calling help.oursite.com/de/does-not-exist Whats wrong here?BRChristian

Is it possible to publish our knowledge based articles into a subdirectory of our website?I understand it is simple to have a subdomain pointing to our Intercom knowledge base.If we were able to have our articles in a subdirectory, it would help with long tail SEO.Our website uses NextJS.We would need a way for the article title to be the page title, so an iframe might not work.

I've noticed that there are ready-made alternative icons for you to add to your article collections. We would like to to add our own branded icons, is that possible?

A majority of our users have their app in dark mode, and the native help center feels out of place when opened.

Is it possible to change the number of characters available in the Help Center Footer?There seems to be a hard limit that is not allowing us to add our standard footer to the help centre

hi guys, on "@intercom/intercom-react-native": "7.1.1", I can install but I got crash on android like this issue https://community.intercom.com/mobile-sdks-24/android-react-native-app-crash-when-call-intercom-present-7157 I just saw that we have new version 7.1.2, then I tried and got error. as belowERROR:/Users/.../.gradle/caches/transforms-3/c8ba025c063d3a20a304d04e63c063d1/transformed/vectordrawable-1.2.0-runtime.jar: D8: java.lang.NullPointerExceptionERROR:/Users/.../.gradle/caches/transforms-3/0425b92879a90be481c24e3266c7dff1/transformed/vectordrawable-animated-1.2.0-runtime.jar: D8: java.lang.NullPointerExceptionFAILURE: Build failed with an exception.* What went wrong:Execution failed for task ':app:mergeExtDexDebug'.> Could not resolve all files for configuration ':app:debugRuntimeClasspath'.   > Failed to transform vectordrawable-animated-1.2.0.aar (androidx.vectordrawable:vectordrawable-animated:1.2.0) to match attributes {artifactType=android-dex, asm-transformed-varia

How do I automate the help article on the visitor's chat based on the keywords they type?

Is there a way in the Knowledge Hub to check on how successful individual external items, like FAQs, are like we used to be able to see under Automation?

Why isn't there a way to embed an inframe in the help center? This seems like a must-have!