I understand that I can change article access to only Users. This is great, but users can’t view the articles unless they search for the article via the messenger in-app. I’d like to be able to keep our knowledge base private, but be able to send a link to a user.
Am i misunderstanding how this works? If not, is it possible to add a SAML app or something to authenticate users via Google Workspace?
Thanks!
Best answer by Paul Byrne
Hi
You're right, when articles are restricted to Users only, they can’t be viewed unless the user is identified via Intercom (e.g. logged in to your app). So direct links to articles won’t work unless opened inside your app/site while Intercom is active.
Intercom doesn’t support SAML or Google Workspace login for Help Center access. Identification must happen through your app via the Messenger.
Workarounds:
Send article links via Intercom Messenger (if user is identified)
Host a separate gated Help Center that supports SAML
Use the Articles API to display content in your app behind login
Happy to help with any of these setups if needed.
+6Hi
You're right, when articles are restricted to Users only, they can’t be viewed unless the user is identified via Intercom (e.g. logged in to your app). So direct links to articles won’t work unless opened inside your app/site while Intercom is active.
Intercom doesn’t support SAML or Google Workspace login for Help Center access. Identification must happen through your app via the Messenger.
Workarounds:
Send article links via Intercom Messenger (if user is identified)
Host a separate gated Help Center that supports SAML
Use the Articles API to display content in your app behind login
Happy to help with any of these setups if needed.
Thanks Paul I figured that was the case. Gotta remember to send them via messenger more often.
+6All good, Patrick! Best to get it clarified to be sure. If you want to know anymore about the topic or anything else feel free to ask.
Always happy to help! :)
I understand that I can change article access to only Users. This is great, but users can’t view the articles unless they search for the article via the messenger in-app. I’d like to be able to keep our knowledge base private, but be able to send a link to a user.
Am I misunderstanding how this works? If not, is it possible to add a SAML app or something similar, like how some platforms handle access for tools such as Geburtshoroskop online to authenticate users via Google Workspace?
Thanks!
You're not misunderstanding. By default, users must be logged in via the in app messenger to view restricted articles. To allow link access while keeping the knowledge base private, you’d need authentication outside the app. Yes, adding a SAML app or Google Workspace SSO could make that possible if your platform supports it.
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