From Knowledge, you can create and manage public articles for your Intercom Help Center, and enable them for use with Fin AI Agent and Copilot.
Create public articles
To create a new public article, go to Knowledge 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 but this will only save the draft, it will not affect the live published article.
Previous article versions don’t expire and aren’t automatically deleted.
This applies even if the original author has been removed from the workspace. Any draft versions they saved will still appear in the article's version history and can be restored by any teammate.
Preview it in your Help Center
To preview your article in the Help Center before making it public, simply publish the article and select "As an unlisted public article".
This will generate the unique article URL/link. However, the article will be 'unlisted' which means it won't be searchable in your Help Center or indexed by search engines.
Important: Publishing an article (even as unlisted) will make it available to Fin and Copilot by default. This means it can be referenced in AI answers, however, the answer won't provide a link to the source (the same as other private sources like snippets and documents).
You can find the link to a public article by:
Opening the public article inside Knowledge.
Scrolling down to the Help Center section in the "Details" panel.
Clicking on the link to view the article in your Help Center, or clicking the Copy icon to copy the link to your clipboard and share it directly with customers.
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. 👌
Publish it
When you select Publish your article will be available to Fin, Copilot, and teammates in the Inbox 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)—but still accessible to Fin and your teammates in the inbox or via a direct link—publish it 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 Knowledge 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 Audience: To enable/disable for Copilot or Fin AI Agent, and to control which customers Fin uses this article for. When enabled, Fin will use the content to generate AI answers for teammates and/or customers respectively.
Help Center Audience: Add the article to your Help Center and select a collection and audience to control who can view it when browsing or searching your Help Center. This is separate from the Fin audience.
Reports: See how your article is performing with views, conversations, and reactions.
Tags: See and manage tags that are applied to the article.
Folder: Add the article to a folder in Knowledge (this doesn't affect where it lives in your Help Center).
There are a few different author fields you might see on an article. Here’s what they mean and how they work:
Created by: This shows who originally created the article. It can’t be changed and is not visible to your customers, it’s just for internal reference.
Written by: This is the name that appears publicly as the 'author' on the article. If the original author has left your team or their name is outdated, you can update the “Written by” field to show a current team member. Just make sure to select an actual teammate—this field should always reflect a real person.
Last edited by: This shows who last made changes to the article. If an article was recently updated, you might see this name appear in some internal views.
Tip: You can choose to show or hide article authors in the Help Center Homepage, Collections and Articles by going to Settings > Help Center > Configure & Style.
Note: For a public article to be enabled for Fin or Copilot, it must first be published (either as an unlisted article or added to a collection in your Help Center).
Make changes to the content
To edit an existing public article, go to Knowledge 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 Knowledge 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. Draft versions aren't available to Fin or Copilot.
The published article will remain unchanged and you will see that an unpublished draft version has been created and saved in Knowledge.
Article version history
View version history by opening a public article in Knowledge 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.
Note: It's not possible to edit articles from the "History" sidebar.
Make it available to Fin and Copilot
To make a public article available to Fin AI Agent and/or Copilot, go to the Knowledge and open the public article.
From the "Details" panel, scroll down to Fin and choose whether to toggle on:
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).
Copilot - This setting will make the public article available for 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 Copilot in the inbox.
Teammates require access to Copilot to use it in the inbox. This can be managed for each teammate from Settings > Workspace > Teammates.
Define Fin audience
If Fin should only use your public article for a specific subset of customers, 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 and open the public article. From the "Details" panel scroll down to the Fin section and use the Audience 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.
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 Knowledge and open the public article. From the "Details" panel scroll down to Help Center 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.
Define Help Center audience
To restrict an article in your Help Center to a specific audience or segment of customers, open the article in Knowledge and in the "Details" panel on the right, navigate to the Help Center section and select who this article should be visible to in your Help Center e.g. "Users on the Enterprise plan" only.
Note: If you're unable to view an article in your Help Center after it's published and added to a collect, it usually because you don't match the Help Center audience rules that have been applied e.g. you're not logged in when viewing trying to view the article. Learn more about who can see your articles.
View and filter by Help Center audience from the list view
You can now see each public article's Help Center audience roles (Users, Visitors, Leads) directly from the Knowledge Hub list view — no need to open individual articles. Articles with custom predicate-based targeting rules show as "Custom".
To filter the list by audience role, select + Filters and choose Help Center audience. Selecting one or more roles shows articles that include at least one of those roles in their audience.
Update Help Center audience roles in bulk
To update audience roles across multiple articles at once, select the articles you want to change from the list view, then choose Change Help Center audience from the More dropdown in the bulk actions bar. You can add or remove roles (Users, Visitors, Leads) across all selected articles in one action. Roles are pre-checked when all selected articles already share the same audience roles, so you can see the current state at a glance.
Note: Articles that would lose their last audience role — and any non-public articles — are safely skipped. You'll see a notification if any articles were skipped.
Remove it from your Help Center
To remove a public article from a collection in your Help Center, open the article in Knowledge and in the "Details" panel on the right, navigate to the Help Center section and select Remove from this Help Center.
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. 👇
Tag it with a workspace tag
To tag the public article, open it inside Knowledge and from the "Details" panel, scroll down to the Tags section to add or remove tags.
Add it to a folder
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 Knowledge until you select a folder. To add an article to a folder or move it to a different folder, go to Knowledge and open the public article.
From the "Details" panel, scroll down to Folder and choose an existing folder or subfolder in Knowledge then select Move.
Learn how to create folders and organize your content in Knowledge.
Adding a public article to a folder in Knowledge won’t affect where it lives in the Help Center. Folders are for internal organization inside Knowledge, and collections decide where the article appears in your Help Center.
Unpublish or delete an article
To unpublish or delete an article, open the article inside Knowledge and select the eye icon to unpublish, or the trash icon to delete.
Unpublish: Removes the article from your Help Center and disables it for Fin and Copilot, but keeps it inside Knowledge.
Delete: Permanently removes the article from everywhere. This can't be undone.
Accidentally deleted an article? While deleted articles can't be restored by users, Intercom support may be able to restore deleted articles for your workspace upon request. Contact Intercom support as soon as possible if articles were deleted in error.
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.
Schedule article publishing
You can schedule when a public article goes live or comes down — at a specific date, time, and timezone — instead of having to manually publish or unpublish at the right moment. Scheduling works on a single article or in bulk across many articles at once.
Schedule a single article
Click the Publish button in the article header.
A modal opens. If the article has no collection yet, you'll first pick where to publish.
Choose Publish now or Schedule for later, then pick a date, time, and timezone.
The button label updates to Schedule publication. Confirm to set the schedule.
Unpublishing follows the same flow via the Unpublish option.
Bulk schedule articles
Select multiple articles from the folder.
Use the bulk action to schedule a publish or unpublish for all selected articles in one action.
Manage a pending schedule
When a schedule is pending, a banner on the article shows what's scheduled.
To edit: Re-open the modal — it pre-fills with the existing date and time.
To cancel: Switch back to Publish now or Unpublish now in the modal. The schedule is cancelled immediately with no confirmation prompt.
Note:
Bulk actions always cancel any existing pending schedules on selected articles by design.
You can't schedule a time in the past, the picker prevents it.
End customers see no change in experience, articles simply appear or disappear at the scheduled time.
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