You can sync or import your internal content from Confluence, Guru, or Notion to the Knowledge Hub where it can be accessed by teammates in your workspace and enabled for Fin AI Copilot to power AI answers for teammates in the inbox.
When content is synced:
It can’t be edited in Intercom. Changes to content must be made in the source tool (Confluence, Notion or Guru).
It will automatically resync every 24 hours and any new content changes will then be reflected in Intercom. It can also be manually re-synced.
Content will be added to a new synced folder in the Knowledge Hub. A synced folder can’t be modified and all folders will be shown in alphabetical order.
When content is imported:
It is transformed into native internal articles which can be edited/deleted from within the Knowledge Hub in Intercom.
Content will be added to a new native folder in the Knowledge Hub. Native folders can be modified.
Synced or imported internal articles are available for internal use only and can’t be published in your public Help Center. Most formatting will be kept the same as the original source including images, tables, lists and headers, but some formatting is not supported (e.g. quotes).
Sync or import internal articles
To sync or import new internal sources, navigate toKnowledge Hub > Sources and select the For AI Copilot tab at the top of the page.
Then choose the source and select Sync or Import.
You'll be asked for credentials to access the associated Confluence/Guru/Notion account.
Confluence
Log into Confluence and authenticate the integration.
Select Site, Space and whether to import or sync content.
Status banner and progress icon will be shown in the Knowledge Hub when the sync/import starts.
Once sync/import is complete the status icon updates to a green tick.
You'll be asked to access your Confluence account by signing in through Auth0
Ensure you sign in with a user account which has the correct permissions for the content you are looking to sync or import to Intercom.
Folders can now be created within Confluence, however those are not currently supported with this sync. You will only see pages and sub-pages appear in the 'select folders' dropdown. 👇
Guru
Enter your Guru email and API token.
Select Collection, Folders, and whether to import or sync content.
Status banner and progress icon will be shown in the Knowledge Hub when the sync/import starts.
Once sync/import is complete the status icon updates to a green tick.
Ensure you have the correct permissions associated with your Guru account and have your API credentials to hand when syncing or importing. API credentials can be accessed by following the instructions outlined here and can be found in your settings page. Ensure that you select the User Token.
Notion
Log into Notion and authenticate the integration.
Select Collection, Folders, and whether to import or sync content.
Status banner and progress icon will be shown in the Knowledge Hub when the sync/import starts.
Once sync/import is complete the status icon updates to a green tick.
Ensure you sign in with a user account which has the correct permissions for the content you are looking to sync or import to Intercom.
Manage synced or imported internal articles
Once the sync or import is complete, you’ll receive an email notification and the internal articles will appear under Knowledge Hub > Content.
Note:
Synced internal articles will live inside a synced folder which can’t be edited. If you want to make changes to the folder, you’ll need to do this from the source itself.
Imported internal articles and folders can be edited and managed within the Knowledge Hub. They won’t sync with the source, so any changes you want to make need to be done within the Knowledge Hub.
Configure the settings
If you open an internal article in the Knowledge Hub, you can view the content for that article and configure the settings.
Note:
Synced internal articles are read-only and can’t be edited within the Knowledge Hub, they must be edited at the source. However you can configure the settings to enable them for Fin.
Imported internal articles can be edited and managed directly in the Knowledge Hub the same as articles created natively in Intercom.
Re-sync or remove sources
Sources will automatically be synced every 24 hours, but you can manually re-sync or remove a source by going to Knowledge Hub > Sources and navigating to the For AI Copilot tab at the top of the page.
Under “Internal articles” click on the Manage button next to the source, then select Re--sync or Remove this source.
Import synced content
You can also decide to import internal articles you’ve already synced with an external source (Confluence/Guru/Notion) if you’d prefer to manage the content in Intercom (restructure, edit, etc.)
Go to Knowledge Hub > Sources and navigate to the For AI Copilot tab at the top of the page.
Under “Internal articles” click on the Manage button next to the source, then select Import content.
Important:
Once you have decided to fully import internal articles, it severs the connection with the external source. The source will no longer be visible, and the content will move from synced folders to non-synced folders in the Knowledge Hub.
There is no way to recreate that sync on those specific folders and content. The source will have to be created like a new sync by following the original process again, which will create a whole new set of synced folders and content, not linked in any way to the imported folders.
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