From the Knowledge Hub, you can create and manage public articles for your Intercom Help Center, and enable them for use with Fin AI Agent and Fin AI Copilot.
Create public articles
To create a new public article, go to the Knowledge Hub and click on + New content then select Public article.
Add content
Start writing your article inside the text editor and use the rich formatting tools to structure and style the article.
You can close the Details panel using the close button in the top right corner to focus on writing the article content.
Keep it as a draft
You can keep your article as a draft until you're ready to make it live. Just select Save as draft and your draft version will be saved but not published. Your article will also be auto-saved every few seconds while you're working in the editor.
Preview it in your Help Center
To preview your article in the Help Center before making it public, simply publish the article without adding it to a collection.
This will generate the unique article URL/link which you can use to view the article in your Help Center or send it to your customers as a private link. However, the article will be 'unlisted' which means it won't be searchable in your Help Center or indexed by search engines.
If you change the title of an article after publishing it, this will change the unique article URL. Any previous titles the article was published under will automatically redirect to the new URL 👌
Public articles which are not added to a collection can’t be used by Fin AI Agent or Fin AI Copilot.
Publish it
When you select Publish your article will be available to teammates on the Help Desk who can share it with customers.
You can then choose which Help Center and collection you want this article to belong in.
Keep an article private/unlisted
To keep a public article private (not searchable in your Help Center or accessible to Fin) but still accessible to teammates in the inbox or via a direct link, when you publish the article select As an unlisted public article.
You can remove a public article from your Help Center and make it unlisted any time.
Manage public articles
Managing an article is all done from the articles editor. Go to the Knowledge Hub and click on the public article you want to manage.
Configure settings
When you open a public article, there's a "Details" panel on the right which contains:
Data: View the content type, language, creation date, created by, written by, last update, and the teammate who last updated it.
Fin settings: To enable/disable for Fin AI Copilot or Fin AI Agent. When enabled, Fin will use the content to generate AI answers for teammates and/or customers respectively.
Fin AI Agent Audience: Ensure customers only get answers and see content that is relevant for them.
Folder: Add the article to a folder in the Knowledge Hub (this doesn't affect where it lives in your Help Center).
Help Center and collections: Add the article to your Help Center and select a collection to make it searchable in your Help Center and available to Fin AI Agent or AI Copilot.
Links: The URLs where this article can be found in your Help Center(s).
For a public article to be enabled for Fin AI Agent or AI Copilot, it must first be published and added to a collection in a live Help Center.
Make changes to the content
To edit an existing public article, go to the Knowledge Hub and click on the public article you want to make changes to. Then click on Edit.
Save a new draft version
If you have a published article that you want to edit without making those changes live, you can save a new draft version.
Go to the Knowledge Hub and open the public article then click on Edit. Once you’ve finished making changes to the content, select Save as draft.
Any changes you make (no matter how big or small) will create a new draft version.
The published article will remain unchanged and you will see that an unpublished draft version has been created and saved in the Knowledge Hub.
Article version history
View version history by opening a public article in the Knowledge Hub and then select Show version history from the Details panel.
Toggle Highlight changes to see any changes highlighted in green.
You’ll also see which teammate made changes to the article.
Click on a previous version and then select Restore this version. This will create a new draft based on the selected version that you can then edit and publish.
It's not possible to edit articles from the "History" sidebar.
Make it available to Fin
To make a public article available to Fin AI Agent and/or Fin AI Copilot, go to the Knowledge Hub and open the public article.
From the Details panel, scroll down to “Fin settings” and choose whether to toggle on:
Available for Fin AI Agent - This setting will make the public article available for Fin AI Agent to use when responding to customers (it will respect any audience rules).
Available for Fin AI Copilot - This setting will make the public article available for Fin AI Copilot to use when answering teammates questions in the inbox via the Copilot panel.
Learn how to set up Fin AI Agent for your customers or enable your team on using Fin AI Copilot in the inbox.
Teammates require access to Fin AI Copilot to use it in the inbox. This can be managed for each teammate from Settings > Teammates.
Make it available to a specific audience
If your public article is only relevant for a specific subset of users or visitors to your Help Center, you can use audience filters to make it visible to certain people.
First, you’ll need to create and define the audience you want to target.
Then go to the Knowledge Hub and open the public article. From the Details panel scroll down to “Audience” and use the dropdown to select one of your pre-defined audiences.
Note:
The default audience for public articles is “Everyone”.
Fin AI Agent will also respect any audience you apply to a public article and only use this article to answer customer questions if they match the audience rules.
Fin AI Copilot currently does not use audience rules when answering teammates in the inbox.
Add it to a folder in the Knowledge Hub
Keep all your knowledge organized and easily accessible by adding public articles to the relevant folder where they should belong.
When you create a new public article it will live under Content in the Knowledge Hub until you select a folder. To add an article to a folder or move it to a different folder, go to the Knowledge Hub and open the public article.
From the Details panel, scroll down to “Folder” and choose an existing folder or subfolder in your Knowledge Hub then select Move.
Learn how to create folders and organize your content in the Knowledge Hub.
Adding a public article to a folder in the Knowledge Hub won’t affect where it lives in the Help Center. Folders are for internal organization in the Knowledge Hub, and collections decide where the article appears in your Help Center.
Add it to your Help Center
To make a public article searchable in your Help Center (and via search engines), just add it to a Help Center collection.
Go to the Knowledge Hub and open the public article. From the Details panel scroll down to “Help Center and collections” and use the dropdown to select the Help Center and collection you want to add the article to.
Note:
A public article can only belong to one collection.
If you don’t add the article to a section within a collection, it will automatically appear at the top of the collection in your Help Center. Learn more about optimizing your article order.
If you haven’t already done so, you’ll need to turn your Help Center on to make your articles visible for customers.
Remove it from your Help Center
To remove a public article from a collection in your Help Center, open the article in the Knowledge Hub and in the Details panel on the right, navigate to “Help Center and Collections” to select the red bin to remove it from your Help Center collection.
Removing an article from a collection will also make it unavailable to Fin AI Agent and Fin AI Copilot.
Article performance stats
You can see reporting details in the public article side panel under Reports.
Once you click Show reports, you will see the report pop out from the side panel. 👇
Check activity logs for articles
View activity logs related to article editing (create, update, delete) from your workspace Settings > Workspace >Teammates > Activity logs. This allows you to track article activity across your team.
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