Accessibility
Is Knowledge available on my plan?
Yes, the Knowledge feature is available on all plans and can be accessed from the main menu on the left under Knowledge.
Who can view content in Knowledge?
Any teammate on your workspace will be able to view content within Knowledge. This includes teammates with full seats and lite seats. However, only teammates with full seats will be able to manage content in Knowledge if the Knowledge permission is enabled.
Managing knowledge
Can I restrict who creates and manages content in Knowledge?
By default, all teammates will have Knowledge permissions but you can disable this for teammates who don't require it/shouldn't have access to create, import, sync, or update content in Knowledge. If this permission is disabled, they will have 'view only' permission.
Permissions for public articles are currently managed separately through Help Center Articles. Any Help Center Articles permissions you have will apply to public articles in Knowledge.
Can I bulk delete content in Knowledge?
External sources you have synced with Knowledge can be removed and this will delete all of their content. However, you can’t select content in Knowledge and delete it as a bulk action. You need to open the individual content items and then delete them.
When are updates to content re-synced with Intercom and made available to Fin?
Updates to content created natively in intercom are available to Fin AI Agent and Copilot immediately.
Internal articles from Confluence, Guru, or Notion are synced every 24 hours. To re-sync immediately, you’ll need to do this manually.
Public articles from Zendesk are synced every hour.
Webpages (public URLs) are synced weekly, even if there's an update to the external content in the meantime. To re-sync immediately, you’ll need to do this manually.
Changes made to PDF files aren’t synced, you'll need to remove and re-add the PDF if you make changes.
How long is the content data retained in Intercom’s system after it's deleted?
Once the next content ingestion for your workspace is completed, the content will be gone from our system.
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