The multi-brand Help Center feature allows you to create and manage several Help Centers for your various brands within a single workspace. These additional Help Centers are fully featured and largely independent from the initial Help Center. This is currently only available on the Expert plan (or our legacy Scale plan).
Key benefits
Tailored customer experience - Customize each Help Center to match the unique identity of your different brands, enhancing customer engagement and brand recognition.
Streamlined content management - Quickly share an article across multiple Help Centers and collections. Avoid wasted time and effort duplicating content for each brand.
Help Centers with Messenger Brands - Link your Messenger Brand styles with dedicated Help Center content. Each Messenger Brand can provide Article suggestions from the linked Help Center.
Get started
To create a new Help Center, go to Settings > Help Center > All Help Centers and click + New Help Center.
You can create up to 100 Help Centers per workspace.
Give your new Help Center a name and choose the default URL. This name should be unique across all of your Intercom Help Centers.
You can add custom domains after the Help Center is created.
Click Save to create the Help Center. This will take you to the settings page for your new Help Center where you can click Configure and style to finish setting up and customizing.
Note:
Your first Help Center is the default Help Center. You can’t change this setting or delete this Help Center.
There is no way to clone settings and styling from one Help Center to another, either within the same workspace or from one workspace to another.
Connect Help Centers to your brands
Once you've created multiple Help Centers, make sure your customers see the correct articles when contacting one of your brands by linking each brand to the correct Help Center.
To do this:
Make sure you've set up brands in brand settings and linked them to a Help Center.
You can then control the styling of your Messenger and which brand it belongs to by creating different Messenger styles. The Help Center selected for each brand will be used for:
Note:
Each Messenger style can be linked to a unique Help Center.
Many Messenger styles can be linked to a common Help Center.
Learn more about managing multiple brands in Intercom.
Managing multiple Help Centers
Content page
Go to Knowledge > Content and filter articles by "Help Center name".
Choose to see Help Center and collections in the table view in Knowledge > Content using the Display columns picker.
Article Settings and Collections
You'll see which Help Centers and collections an article belongs to in the article editor "Details" panel under the Help Center section.
From the article editor you can choose to add an article to one or more Help Centers and collections.
Note:
An article can't belong to more than one collection within the same Help Center.
If an article is added to multiple Help Centers, any article links contained within that article will automatically render in the same Help Center the customer was visiting when they viewed that article. So you don't need to duplicate content to add Help Center specific article links. However you need to ensure that the articles are also live across the multiple Help Centers for this to work.
An article can also be added to a collection from the Collections page.
The diagram below highlights that collections must belong to a single Help Center. Whereas, articles can be associated with one or more Help Centers.
There is no easy way to migrate your articles from one Help Center to another within a workspace or between workspaces.
Article URLs
If a published article belongs to more than one Help Center, a unique URL will be generated for the article in each Help Center.
Unlisted articles are articles which are published but do not belong to a collection. These articles will use the styling and domain name of your default Help Center (the first one you created).
Delete a Help Center
You may delete any additional Help Centers you have created from your workspace by going to Settings > All Help Centers and selecting the Help Center you want to delete.
Then click Configure & style.
Select Delete Help Center and confirm you wish to delete it.
Once the Help Center is deleted, it can’t be restored. You can’t delete your default Help Center or the Help Center that is linked to a brand.
Zendesk Importer
When syncing articles or migrating from Zendesk, choose the Target Help Center in Intercom where you want to add all your Zendesk articles and collections.
Article Inserter
In the Inbox
To ensure your Support team knows which Help Center different articles belong to when sending them in the Inbox, they can filter articles in the Article Inserter.
Articles are grouped by Help Center in search results when searching in the default All Help Centers view.
Teammates can also filter by a Help Center name, or by Unlisted articles, which are articles that belong to any Help Center and are not indexed by search engines.
Teammates can also easily identify the source Help Center when using the Article Inserter in:
The Messenger
Custom Answers
Checklists
Smartlinks
Reporting
Article views, mentions and reactions can be filtered by Help Center, in addition to the "All Help Centers" filter in the Articles report.
Statistics for unlisted articles are recorded and displayed for the default Help Center.
Fin AI Agent
Fin AI Agent will suggest AI Answers based on the Help Center and Messenger style defined in your brand settings. For example, if an article is in Help Center 1 and a conversation starts on a webpage for Brand 1, Fin AI Agent successfully finds the article.
However, if the conversation is on a webpage for Brand 2 and the user's question is from Help Center 1, Fin AI Agent won't find the article, as it specifically searches in the associated Help Center. Moving the article to Help Center 2 resolves this issue.
When using the Fin AI Agent Preview in your workspace, the Messenger will always use the default brand and the Help Center associated with it. If you have another Help Center associated with another Messenger brand it will still show as the default brand.
API support
For Multi Help Center users, there are new endpoints and extended existing endpoints.
List All Help Centers -
NewRetrieve a Help Center -
NewCreate a Collection - Updated to pass the help-center id
It's currently not possible to add an article to multiple collections via the API. Workaround is to add to a single collection via the API and then use the standard Article Editor view to add an article to multiple collections / Help Centers.
Downgrading
If you downgrade, we'll pause all Help Centers except your default one. We'll also update all your Messenger styles to point to the default Help Center and brand.
If you upgrade again, all your brands will still point to the default Help Center, no matter which Help Center they were associated with before.
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