Hey there @Monique Clark! Emily here from Support Engineering at Intercom 👋🏼
Although some of these things are not natively supported in Intercom's UI, you might consider using the API.
Using the API you would be able to create duplicate articles and have a reusable HTML template you could use for future articles.
You can retrieve all articles using the GET /articles endpoint, identify the articles that need updating, and then use the PUT /articles/{id} endpoint to update each article with the new content. This process will require you to update each article individually, as the API does not support bulk updates in a single request. However, you could create a script to iterate through articles if your update to the articles is a constant change.
Be mindful of rate limits and API quotas to avoid disruptions.
If you find these options insufficient for your needs, building a custom knowledge base or looking into third-party tools that offer more advanced content management features might be necessary.
For more detailed information on updating articles via the API, you can go to our docs here 👈🏼
Hope this helps a little bit 😁
So there’s no way to do a search and replace in Intercom? If we want to change terminology we have to manually do it through Intercom, or use the API to do it outside of Intercom?
I feel your pain, Lee.
We are updating the navigation for our web app and it will require making changes on virtually every page in our Help Center, both to copy and to images. Having to update every single page manually is a huge burden. I’d love be able to reuse the same asset multiple times across multiple articles (like you might in an honest-to-God CMS) and have a change to the asset be reflected everywhere.
I’m a little shocked that Intercom’s official answer is “use our API” and “consider using a 3rd party tool” for what feels like table stakes functionality.
If we’re no longer using Intercom for our knowledge base, the value of other parts of the suite dramatically decreases.
Todd
