From the Knowledge Hub, you can create and manage internal articles and enable them for use with Fin AI Agent and Fin AI Copilot.
Create internal articles
To create a new internal article, go to the Knowledge Hub and click on + New content then select Internal article.
If you have existing internal support content which currently lives in Confluence, Guru, or Notion, you can simply sync or import these internal articles to your Intercom Knowledge Hub.
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.
Save it
When you’ve finished writing the article, or you want to navigate away from the editor, you can click Save to save your changes.
Note:
Your article will also be auto-saved every few seconds while you're working in the editor. If your changes have been autosaved, the Save button will be grayed out and you can simply click on Cancel to exit the editor.
There is no “Save as draft” option for internal articles. When internal articles are saved, this is the information that becomes available to teammates in the Knowledge Hub and Fin AI Copilot (if enabled).
Share it with your teammates
Once you’ve saved an internal article, you can share a link to it with your teammates by copying the workspace URL at the top of the internal article.
New internal articles can also be made available to Fin AI Copilot which teammates access from the inbox. Manage teammate access to Fin AI Copilot from Settings > Teammates.
Manage internal articles
Managing an article is all done from the articles editor. Go to Knowledge Hub and click on the internal article you want to manage.
Configure settings
When you create an internal 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. When enabled, the content becomes available to Fin AI Copilot and teammates on the Help Desk.
Folder: Add the article to a folder in the Knowledge Hub. (You can't change the folder of synced content from here, you'll need to do this from the source i.e. from Guru/Notion/Confluence).
Internal articles from synced sources can’t be edited from the Knowledge Hub, any updates must be made to the source. Content will automatically re-sync with Intercom every 24 hours, but you can also re-sync manually.
Make changes to the content
To edit an existing internal article, go to the Knowledge Hub and click on the article you want to make changes to. Then click on Edit.
When you’ve finished making changes, or you want to navigate away from the editor, click Save.
Your article will also be auto-saved every few seconds while you're working in the editor. If your changes have been autosaved, the Save button will be grayed out and you can simply click on Cancel to exit the editor.
Make it available to Fin
To make an internal article available to Fin AI Copilot, go to the Knowledge Hub and open the internal article.
From the Details panel, scroll down to “Fin settings” and choose whether to toggle on:
Available for Fin AI Copilot - This setting will make the internal article available for Fin AI Copilot to use when answering teammates questions in the inbox via the Copilot panel.
Teammates require access to Fin AI Copilot to use it in the inbox. This can be managed for each teammate from Settings > Teammates.
Add it to a folder in the Knowledge Hub
Keep all your knowledge organized and easily accessible by adding internal articles to the relevant folder where they should belong.
When you create a new internal article it will live under Content in the Knowledge Hub until you select a folder. To add an internal article to a folder or move it to a different folder, go to Knowledge Hub and open the article.
From the Details panel, scroll down to “Folder” and choose an existing folder or subfolder in the Knowledge Hub then select Move.
Learn how to create folders and organize your content in the Knowledge Hub.
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts