Knowledge

I’ve been reading the guide for Create and manage multiple Help Centers and understand the concept is the ability to create more than one knowledgebase (KB), then have flexibilty to create an article for a specific KB or have it sit in multiple ones.This potentially could be helpful for us as we have a product where content can differ depending what other product it integrates with. So we’re thinking it we could have a KB for when our product integrates with payroll software and one for when it doesn’t.However I just have a few queries about the logistics of using this feature.I read that related articles will automatically ensure the URL with the KB domain remains the same. However what happens in an article in multiple KBs, and you click on a hyperlink to another guide? Will it take you to the same KB or may you be taken to the other KB?EXAMPLE: An article exists in Help Center A and B. Customer is in Help Center B. In a guide a link takes you to another guide that is in both Help Ce

Hey guys!In my help center there are several collections that cover similar topics.To avoid confusion I would like the search to display the article collection for each search result.Is this possible?For example, when searching for the word "Importação" I receive several suggested articles. However, some of them are from collections that are not relevant or appropriate for the search query. Thank you for the support 💙

Hey, we use intercom for our help center and currently our help center robots.txt file gives a 502 error code (https://help.whatagraph.com/robots.txtAny idea on how to solve this?

Hello, We're using SEMRush to monitor and improve our SEO and we're getting a lot of errors and warnings related to our knowledge base that is using Intercom.  These errors are mostly :- Conflicting hreflang and rel=canonical- Most links have a rel=nofollow attribute Is there something that can be done related to this? Thank you!

Aside from the few videos I’ve watched, is there a how to manual to learn Intercom from basic to advanced?

We keep getting spam/malicious requests on our Help Center by people trying to insert scripts. This also happens on our messenger. On the messenger, we also had visitors trying to attach dodgy files to chats. We had to disable attachments for everyone, since this setting seems to be global and cannot be enabled for just users (very unhelpful). So far, the weird script inserts don’t seem to do anything, but I was wondering if anyone else has this issue as well, and what, if anything, you’re doing about it. 

I am having issues setting up Intercom with the Google tag manager on my NextJS web application. I am using the react-gtm-module as well.When I don’t set any dataLayer variables or when I am logged out of my application, the default home screen loads. However, when I am logged in I am pushing user data to the dataLayer and using it as variables for the Google Tag.In my _app.tsx, I have this code This is global and is what is initializing the Intercom messenger that works when not logged in.Further along my application structure, I have an auth provider using next-auth that returns different components based off log in status.  This fires when the session changes and passes in null when the user is not logged in.However, when I preview and the user is logged in and I open the messenger, this is all I get: The messages section seems to be working fine.I have two tags set up in GTM, one for install and one for update. Here’s how those are configured:Install:Update:All of the data attribut

Hi guys! Does anyone know if I update my help center’s subdomain, will that change the rest of the article URL? (ID and/or title bit)To offer a bit more context: we're moving our help center over to Intercom, however the domain we'll eventually be using is already in use for our existing help center (help.company.com).I'd like to update all of the links inside our articles to use the Intercom article URLs prior to moving the site to our official support domain. The Intercom help center is currently set up on the temporary subdomain newhelp.company.com.I'm currently replacing the article links using the Intercom article URLs but removing the 'new' part so that the links should just work once the domain is moved over.However if the article URLs (ID or titles etc.) will change when we update the subdomain, this means we'll have to redo the link URL updates while the articles are live, meaning there will be a period of time where links within all 250+ support articles are broken.Any help/s

Hi there,  Does anyone know if there is a way to amend the suggested related articles that are populated at the bottom of each article when you enable the ‘related articles’ feature. I am finding that irrelevant articles are being suggested, ones that aren’t even in the same collection (each product has it’s own collection of articles), or those that have similar keywords.  The current intercom help articles don’t seem to shed any light on this, so any help or workarounds welcome! If there’s no way around this, I’ll have to disable as it’s not suitable for the customer journey. 

If we change a URL on an existing article, will it automatically redirect to the new URL or is there something manual we need to do?

I’m passing the window.location.hostname to intercom as custom_attribute as Intercom(“boot”,{appId:”myappId”,myHostName:window.location.hostname}.in Intercom article , I want to access that myHostName custom_attrubute and append the path likehttps://{{myHostName}}/pathtospecificpage.like above I’m expecting inside an article , as my app will get deployed in different environments like dev,sit and uat, in that case inside intercom article appending the myHostName is must as per my requirement . but currently intercom is not supporting to pass custom_attributes . But this feature is much needed for my requirement.so please help me to resolve this issue.

Hey!1 - When an article is unavailable in a certain language, a default message appears.Can this message either be edited (e.g. adding “Try searching with English or another language set as your Help Center language”), or could there automatically be suggested direct links to this article in other languages if available?2 - When users use the search bar with keywords in their native language (e.g. German), but the help center is set in another language (e.g. English), it can happen that they will not see search results, even though there is content available if they searched with the right language set.One workaround that we think about is to add placeholder articles catching the most common keywords, then forwarding to the right version from there – but: not scaleable, lots of manual work.Instead: Could Intercom suggest that there are no results for this search in the current language, but there are in another language?What are possible other workarounds?Looking forward for ideas &amp

Hey, Youtube allows you to link to a video starting at a certain timecode. Are there any plans to not strip that parameter and allow sharing videos this way?

Is there any way to continue a numbered list in an article if you need to insert a screenshot or a callout in the middle of the list. The numbering always returns to 1. I have resorted to actually having to type in numbering which is obviously not a great way to maintain documentation. 

Can the default message for articles that are hidden behind login can be changed? 'The page isn't here anymore' is bad user experience, especially for client user type. They are shared a link to learn more and they see with bold ‘The page isn’t here anymore’ and with really small font to maybe try logging into the platform.

Hi, I’ve been trying our Fin demo and it has been intriguing. Thanks!I take all Intercom questions from our customers and pop them into the demo to see which get answered. I find a lot that are not answered have simple answers, so I add an article to the appropriate collection and publish it.  So far, I don’t see Fin picking up the answers.  For example, someone wrote “Do you ship internationally”. We had an article that said “We only ship to the US”.  I added more to that article to include the word “internationally” but Fin still says it doesn’t know.Do I have to manually select something to get Fin to retrain?

I am using Audience Targeting for my articles so that only our users can see the step-by-step guides. If there are no articles visible to visitors and leads, and the users are not signed in the Help Center home page will provide a standard message that says “Empty Help Center This Help Center doesn’t have any articles or collections in it yet”  If they are instead directed to a specific article, the message tells them to log in to view, but doesn’t redirect them back to the page they were trying to view. This seems like a confusing user experience - how are others using Audience Targeting to show articles to only users?

Hello where can I find the updates for this? Can anyone give me a description of what this feature is in its entirety and when will this come out? To my understanding , can we setup multiple help centers for one workspace?

I want to use numbered lists for how-to steps in an article. I also want to insert some screenshots to help guide users. I'm learning the limitations of the Articles feature... and I have 2 questions: When I add a screenshot below a step, I cannot continue the number sequence. The list re-starts at 0. How can I continue the list numbering?I want to insert an image within a paragraph, such as a small icon/button to help guide users. But images always appear on a new line. How can I insert an image inline such as this one that follows? (bonus observation). Interestingly, the numbering in this forum enables me to continue numbering!

How do I embed Vimeo videos to tooltips? I have tried embedding the video as well as downloading the video and uploading it as a video clip?

Can Intercom share instructions for setting up subpath for help center using Cloudflare? I see only instructions using Cloudfront. https://developers.intercom.com/installing-intercom/docs/set-up-your-custom-domain?showHidden=f2cb6#how-to-configure-subpath-using-aws-cloudfront  

Why hasn’t my email sent after I set it live 24 hours ago? Need to get this resolved ASAP.

What options do we have to make our Articles URL address include https:// instead of http://?/p> We are wanting to improve the SEO for Article topics searched on an engine (ie Google) that will bring guests to our site.  Thanks for your help!

getting this error on android devices Attempt to invoke interface method 'com.facebook.react.bridge.ReadableMapKeySetIterator com.facebook.react.bridge.ReadableMap.keySetIterator()' on a null object reference Any help would be much appreciated  Platform : React Native Version : 0.69.8 Intercom Sdk version : 4.0.1

I would like to be able to structure the helpcenter as the process. Hence i have a standard process. With high -level steps. Underneath these steps are detailed steps, underneath these steps manuals are provided