Knowledge

I need help!!! My articles show up just fine on my help center. When I try to show them using the messenger, the title load and I can search for content but the actual article will not have the content. I have included a gif below. As you can see, if I use the messenger from the help center, they load, but the articles do not load on the messenger in my app. Any help would be appreciated. I messaged Intercom two days ago, but no response. I cannot go live until the issue is fixed.

Hi team! Help Center articles that have been viewed through the messenger - will those views count when looking at reporting on article views?  Thanks! 

I want to have one article in which I list a collection of FAQs. However, I would like the reader to be able to search for what they need. I tried the "insert code" option to create a search bar but it didn't work. Is there a way to insert a search bar into an article?

I’ve set up a custom bot that opens a chat and provides a help article when a user clicks on an HTML element on the page. The article displays directly in the chat and describes the page they are on.The article has links to other articles. (The links provided at the top of each article).When I click the links from the article displayed in the chat, nothing happens. If I right click and load in a new tab from the chat, it loads the associated help center page for the article in a new tab. If I view the articles in the help center the links work between articles.How do I add links so that they work both in articles displayed IN CHAT, and articles displayed in the help center? Is there a special URL format that works for both?Optimally, a user should be able to navigate the articles directly in chat from the links and close the chat when they are done. Viewing the same articles in the Help Center, they should be able to navigate from the links in articles to other articles. 

We have different clinical trials that have their own requirements and we'd like to be able to have each trial have its own user manual. Trial 1 might use modules A, B, and C, while Trial 2 uses module A, B, D, E, and F.Right now we have a generic user manual, so all trials get the same manual. I see that Intercom allows up to 30 help centers - we’re expecting to have more than 100 trials (and thus help centers) shortly. I cannot do this through Intercom's user attributes since the same user (say, a Doctor) could work on both Trial 1 and Trial 2 and would need to see different UM content based on which trial they are working on at the moment.Any suggestions?

I am looking to make our FAQ in Notion link to the Intercom Help Center. Would it be possible for Intercom to a. create a article and publish it when a new database entry is made and b. for Intercom to update that article when the database entry is updated in Notion?

I’m finally getting around to rolling out Articles for our org and migrating our knowledge base to Intercom. My team is in the process of developing a new structure for organizing content and we’re using Intercom’s own help docs as inspiration to model ours after. Kudos to the team who manages it. I’m curious what other help centers Intercom has and and how they’re used. From what I can tell I can only see two:https://www.intercom.com/help - primary help docs https://www.intercom.com/changes - new feature announcements Is anyone from the team able to chime in and provide some insight about your different help centers and how they’re structured?

Can I change the default layout of the Help Center? I want to upload my own custom HTML/CSS.

For Help Center there is only Option for Google Analytics Universal. 1 - No option to add Tag Manager. Is there a plugin we’d need?2 - Or can you add GA4 ID in that filed as well? Thanks!    

I would like to create a collection but as my team and I are working on it we need to adjust it as we go along. We would like to leave it unpublished or as a drat but I was unable to find how to do that. Tried to read through support articles but I couldn’t find a way to unpublish it. Is it possible? 

Currently we are having issues on reply to customer conversation. And not able to reach customer support as well.How long the maintenance, can please someone assist and advise?

I would like to be able to add a link in one of our articles in the Help center (created in Intercom) that can say “Contact support” if you have more questions. When people click it I would like the link to open the chat widget, instead of adding a “mailto” link. This would work similar as the Javascript API would work in our own app. But since the Help center is hosted and build with Intercom I was wondering if there was a supported way. Am I missing something? Tried searching, couldn’t find this. 

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

It is impossible to run two help centres off the same content currently because of the limitations in linking between articles.IFYou have two help centres A and BANDYou create an article C linking to article D that is to be used by both help centresTHENThere is no way to do this without duplicating the content.When you put in a link it has to be to the full URL, there is no “internal” linking functionality.You should be able to have the article C link to D in such a way that if you are in help centre A, you stay within it rather than it throw you to help centre B. It basically renders the multi help centre useless right now.

I'm reaching out to the community for some guidance on managing our help center more effectively, particularly regarding the visibility of certain article collections on the homepage.We've set up a collection called "Learn," which is designated for in-page support articles. To maintain a focused and streamlined homepage, we do not want this collection to appear among those featured on the main landing page.Has anyone had experience with hiding a published collection from the help center homepage? If so, could you share how you achieved this?I'm also interested in any tips on controlling which collections are displayed on the homepage. Ideally, we want to present our users with a selection of collections that are most relevant to their general inquiries while keeping more specific guides like "Learn" accessible only via direct link for the collection.Our help centreAny insights or directions to relevant documentation or settings would be greatly appreciated!

We're expanding our product offering into another business domain. This business domain uses different naming and sometimes different behavior for a given product or feature. We have a lot of articles. We would like the existing article content to adapt to a given business domain. Ideally, I set a section of content in an article to display if it meets my rule. This way we wouldn't need to copy the whole article and maintain two articles about the same thing. For example: Rule 1: Target audience = user.businessVertical = clothingRetailRule1 = true ? clothing : car;  Article Content Hello valued RULE1CONTENT customer.  Article Resolved Content (user.businessVertical = carRetail) Hello valued car customer.

I see that when you make a change to an article such as editing the title, it will change the public URL of the article. I understand that even with an old URL, Intercom will always redirect the user to the latest article. I am curious if this same logic applies to a Collection? Is there a way to get a static URL for a Collection? Thank you. 

Is there a way to connect a help center collection to multiple help centers?

I'll really appreciate any help.

I am trying to embed an image URL into an article so we can quickly replace images by just updating the image url in our image repository. How do I do this in Intercom? I tried putting the code <img src=”https://examply.io/image.jpeg”/> into the Insert Code block but this populates no images, as if the code does not work but the code is correct. I followed this article on Intercoms website that states you CAN insert this type of code into a help center article. Any advice is appreciated!

Hi all.Some of our documentation has been created in other documentation authoring systems. Is there a way of importing documents from a system like Madcap Flare or to import the HTML5 output that has been created by that system? And how about the other way round?Best regardsHolger

Can I get very specif instructions on how to use a subfolder, say mycompany/com/help  ( not a sub domain) my register is NamecheapThank you.

Hi folks, I want to submit the sitemap for my Articles to Google, where is this? I presume it exists? Thanks,Tom

Hi. I have a problem with the “Let users start a conversation” setting not working for customers with zero conversations.This was tested on react native v6.3.0 and i tried both “Let users start a conversation” on and off. And i think i found an issue.When i don’t have any conversations and the above option is ON I get this screen. Which is correct. Top right you have an icon to start conversations and in the middle you also have a button to start new conversations.When i switch this to OFF i get this screen which is NOT correct. As you can see at the top right the icon is gone. Which is correct as a have disabled starting new conversations but the button is still available in the middle of the screen. Seems like the button in the middle doesn’t follow the setting but the button in top right does 

Hello! 😊We noticed that upon pressing a Sad emoji on a Help Center article, we are asking people to Send us a message. This seems to only available on iOS, and not on Android. Regardless, we really need it disabled.We have already disabled the “automatically start a message”, but we also need the manual way out :) How can we do this? Thank you!