Hi everyone,
I'm hoping someone has run into this before.
We're currently migrating our internal Knowledge Base into Intercom for Fin/CoPilot, but we're not manually creating each article in Intercom. Instead, we're uploading our existing documentation from Google Docs (exported as .docx) or as PDFs. We don't use Notion, Guru, or Confluence.
The problem is that every upload loses a lot of its formatting, making the articles much harder for agents—and Fin/CoPilot—to read.
I've already tried pretty much everything I can think of:
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Using Normal text only (no Heading 1, Heading 2, etc.)
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Using bold text instead of Word heading styles
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Keeping section labels (Purpose, Process, Before You Begin, etc.) as bold text on their own line
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Using bold for step titles (e.g. Step 1: Verify the order) with normal text underneath
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Keeping formatting very simple with basic bullet points
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Uploading both .docx and PDF versions
The formatting still gets stripped or flattened during import.
Has anyone successfully imported a large knowledge base from Google Docs while preserving formatting? Is there a document structure or file type that Intercom recommends for the cleanest import, or is this just a limitation of the importer?
I'd love to hear how other teams are handling this, especially if you've migrated a large library without manually recreating every article in Intercom.
Thanks!