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Hey, I'm just getting up and running on Intercom.


Hey, I'm just getting up and running on Intercom. I'm helping to get our Help Centre set up, but I'm looking to find out if there is a way to apply labels or tags to an article to help a customer find their question quicker. I've written up the names and descriptions for the articles, but just want more from the search?

Thanks

3 replies

Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • July 16, 2021

Hey Rachel, we don't currently support tagging or labeling articles. A workaround to this would be to add keywords yourself within the body of an article, to increase the likelihood of these articles being returned when those words are searched.


  • Author
  • Connector
  • 7 replies
  • July 19, 2021

Hi Eric, thank you for coming back to me. Someone hear mentioned creating the article in Word with key letters in white font so they don't appear on the article as a long list, does that work?

Or are there any article templates that we could use?

 

Thanks!


  • Connector
  • 6 replies
  • July 28, 2021

Just snooping around the community and this suggestion gave me a smile! I don't think you can change the font color in help articles - it's all in black and white, so I don't think this would work...

 

What I tend to do is try to test it in the way that a user would search - i.e. just try searching for keywords that you want to make sure are caught and check your article comes up in the results 🙂


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