From Knowledge > Sources, you can effectively manage the content you want to have available in Intercom. You can create native content, import or sync content from external sources, and enable conversation history from specific teammates.

By navigating through the tabs at the top of the page, you can see which sources are being utilized by AI Agent, AI Copilot, and the Help Center. This guide will walk you through each step to ensure you’ve enabled all the sources you want your customers, teammates, and AI to have access to.

The Sources page is divided into the following tabs which show a filtered list of the content types available for that channel:

All sources

From All sources, you can get a clear overview of all content available in Knowledge and manage sources you want to add or remove.

Overview of available knowledge sources

The table below gives an overview of available knowledge sources which can be created natively or synced/imported, and their compatibility with Fin, Copilot, and Help Center:

Source	Content type	Can be synced	Can be imported	Can be used by Fin	Can be used by Copilot	Can be added to Help Center
Intercom native	Public Article	n/a	n/a	Yes	Yes	Yes
	Internal Article	n/a	n/a	No	Yes	No
	Snippet	n/a	n/a	Yes	Yes	No
	Macro	n/a	n/a	No	Yes	No
Website	Webpage	Yes	No	Yes	Yes	No
PDF	PDF	No	Yes	Yes	Yes	No
Zendesk Importer	Public Article	Yes	Yes	Yes	Yes	No
Confluence	Internal Article	Yes	Yes	No	Yes	No
Guru	Internal Article	Yes	Yes	No	Yes	No
Notion	Internal Article	Yes	Yes	No	Yes	No
ConversationHistory	n/a	n/a	coming soon	Yes*	Yes	No

*Note: Conversation History can be used by Fin AI Agent if you enable the Content from conversations beta feature.

Content for Fin AI Agent

In the Sources > For AI Agent tab, you’ll find all sources which are currently available for Fin AI Agent. Here, you can add or remove content accessible to Fin AI Agent.

To get started with Fin AI Agent:

Add at least one source of knowledge.
Set up an AI Agent and go live.
Optimize Fin by adding more sources.

Check out these best practices for optimizing your support content for Fin AI Agent.

Public articles

Share public articles in your Help Center, and with Fin and Copilot. Public articles can be created natively in Intercom by clicking Add article.

Public articles can also be synced or imported from Zendesk if you want to make them available to Fin AI Agent or Fin AI Copilot. Simply click on Sync or Import to get started.

Note:

Content which is currently available in Knowledge will display a green tick.
Content created natively in Intercom will also display a total content count which includes drafts.
Synced content will show when it was last synced with the source (in this case Zendesk).
You’ll need to import articles from Zendesk if you want to make them available in your Intercom Help Center. However, if you just want to make them available to Fin or Copilot, you can choose to sync articles from Zendesk instead.

Websites

Let Fin AI Agent learn from any public website. You can add websites to Knowledge by syncing public URLs.

To re-sync or remove websites from Knowledge, click on Manage.

Note:

Content which is currently available in Knowledge will display a green tick.
Synced content will show when it was last synced with the public URL.

Content for Copilot

In the Sources > For AI Copilot tab, you’ll find all sources which are currently available for Copilot. Here, you can add or remove content accessible to Copilot.

To get started with Copilot:

Add at least one source of knowledge.
Start using Copilot in the inbox.
Optimize Copilot by adding more sources.

Check out these tips for preparing your workspace for Copilot.

Internal articles

Give Copilot internal knowledge that's only available to you and your team. Internal articles can be created natively in Intercom by clicking Add article.

You can also sync or import internal articles from Confluence, Guru, and Notion by clicking Sync or Import.

To re-sync or remove an internal article source from Knowledge, click on Manage.

Note:

Content which is currently available in Knowledge will display a green tick.
Content created natively in Intercom will also display a total content count which includes drafts.
Synced content will show when it was last synced with the source (Confluence, Guru, or Notion).

Conversations

Your past Messenger conversations and customer tickets provide a rich history of knowledge teammates have shared with customers, and this knowledge can be made available to Copilot for all teammates to have quick access to answers and solutions other teammates have provided.

You can enable or disable past conversation history for Copilot from Knowledge > Sources. Under the For AI Copilot tab, scroll down to "Conversations" and click Manage. From here you can toggle this option on/off.

If Conversations are enabled, you can manage which teammates' conversations and tickets Copilot has access to by selecting them from the dropdown.

Note:

Only the past 4 months of Messenger conversation and Customer ticket history will be used from the selected teammates (if you have enough conversation data available on your workspace). New conversation/ticket history is made available on a daily basis. Email conversations are not currently being used.
Copilot is more effective in answering questions when given access to conversation history from a larger number of teammates.
It is currently not possible to exclude individual conversations from being included in Copilot responses.
If you want Fin AI Agent to learn from past conversations, you'll need to enable the Content from conversations beta on your workspace.

Macros

Allow Copilot to recommend relevant macros teammates can use. Learn how to create macros.

Macros can be enabled or disabled for Copilot by going to Knowledge > Sources and selecting the For AI Copilot tab, then click Manage below the "Macros" section.

Copilot can only use macros which are available to everyone, as well as available for starting conversations or replies.

Public articles

Share public articles in your Help Center, and with Fin and Copilot. Public articles can be created natively in Intercom by clicking Add article.

Public articles can also be synced or imported from Zendesk if you want to make them available to Fin or Copilot. Simply click on Sync or Import to get started.

Note:

Content which is currently available in Knowledge will display a green tick.
Content created natively in Intercom will also display a total content count which includes drafts.
Synced content will show when it was last synced with the source (in this case Zendesk).
You’ll need to import articles from Zendesk if you want to make them available in your Intercom Help Center. However, if you just want to make them available to Fin or Copilot, you can choose to sync articles from Zendesk instead.

Websites

Let Copilot learn from any public website. You can add websites to Knowledge by syncing public URLs.

To re-sync or remove websites from Knowledge, click on Manage.

Note:

Content which is currently available in Knowledge will display a green tick.
Synced content will show when it was last synced with the public URL.

Private data

It's possible to import private data for Copilot via the API and link it to a non-web accessible page:

Create a content import source
Create an external page (or update an external page by external ID)

Syncing data via API

You can sync private content by making a POST request to the following endpoint:

POST https://api.intercom.io/ai/content_import_sources

Example:

{
    "sync_behavior": "api",
    "url": "https://example.com/private"
}

sync_behavior: Specifies the behavior for syncing content.
url: The URL of the private content that you want to sync. This URL doesn't need to be web-accessible.

Linking to a private page

After syncing the content, you can link it to a specific page using the following API endpoint:

POST https://api.intercom.io/ai/external_pages

Example:

{
    "source_id": 00000,  // Replace with the actual source ID received from the previous API call
    "external_id": "private-example",
    "locale": "en",
    "title": "This is an Example of a Private Page",
    "html": "...",  // Provide the HTML content
    "url": "https://example.com/private"
}

source_id: This is the ID you received from the response of the content import API call.
external_id: A unique identifier for the page.
locale: The locale of the page content (e.g., "en" for English).
title: The title of the page.
html: The HTML content of the page.
url: The URL of the private page. This should match the URL used during the content import.

Note:

Ensure that the source_id you use in the second API call matches the one returned by the first call.
html should always be provided, otherwise the resulting external_page will have a blank body.

Content for Help Center

In the Sources > For Help Center tab, you’ll find all sources which are currently available for your Intercom Help Center.

Public articles

From here, you can click Add article to add new public articles to your Help Center.

Public articles can also be imported from Zendesk if you want to make them available in your Intercom Help Center, and with Fin and Copilot. Simply click on Sync or Import and select the “Import” option to get started.

Note:

You’ll need to import articles from Zendesk if you want to make them available in your Intercom Help Center. However, if you just want to make them available to Fin or Copilot, you can choose to sync articles from Zendesk instead.
Content which is currently available in Knowledge will display a green tick.
Synced content will show when it was last synced with the source (in this case Zendesk).

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