Intercom

Start managing and organizing your internal and external support to power AI, agents and self-serve support.

Knowledge explained

How to add knowledge sources to power your AI agent, AI copilot, and Help Center.

Knowledge sources to power AI, agents and self-serve support

How to produce support content that's optimized for AI answers.

Optimizing content for Fin

Beth-Ann Sher

Ivan

Liam Keegan

Managing all of your content to power AI, agents and self-serve support.

Knowledge

How to sync or import your external support content from Confluence, Guru, or Notion.

Sync or import internal articles from external sources

How to migrate your content from a Zendesk knowledge base in minutes.

Import public articles from Zendesk

How to set up a regular sync of all public articles from your Zendesk Guide Help Center into Intercom.

Sync public articles with Zendesk

How to sync public URLs in Knowledge and enable this content for Fin.

Sync and manage websites

Using PDF files as a content source for Fin AI Agent to respond to customers.

Upload and manage PDF files

Syncing and importing content

Discover which content types can be created natively in Intercom and with examples of when to use them.

Overview of content types and when to use them

How to create public articles for your Help Center and enable them for Fin AI Agent and Copilot.

Create and manage public articles

How to create internal articles and enable them for Copilot.

Create and manage internal articles

Using Snippets as another content source for Fin and self-serve support.

Create and manage snippets

Provide self-serve support to customers in their native language with a multilingual Help Center and articles.

Add translations to public articles

Using text styles, callouts blocks, lists, tables, multimedia and more in the article editor.

Format an article

Direct customers to specific content in your public articles using headings and anchor links.

Link directly to headings within public articles

Learn about the AI-powered features for your public articles.

AI-powered article generator [beta]

Creating content

How to view and create folders in the Knowledge Hub to keep all your support content organized.

Organize folders in the Knowledge Hub

How to easily find content in the Knowledge Hub and apply bulk actions such as changing the audience or folder.

Search, filter and find content, and take bulk actions

How to give Fin and Copilot access to content which can be used to generate AI answers for customers and teammates.

Enable or disable content for Fin and Copilot

How to target content at a specific audience, and ensure Fin and Copilot are able to match content with the right customer.

Manage knowledge audiences and content targeting for AI answers

Manage your content better by grouping and organizing content with tags.

Content tagging in the Knowledge Hub

Managing content

Deliver self-serve support by connecting your Help Center to Fin, your website, mobile app, in-product messages, chat, and more.

Help Center explained

Delivering support content to your customers wherever they are with an on-brand and integrated help center that customers can access through any channel.

Your Help Center

Create, organize and publish help articles to let people help themselves.

Set up your Help Center

How to create multi-level collections of articles and organize your Help Center.

Create collections in your Help Center

How to group information into relevant article types.

Create different types of articles in your Help Center

How to change your Help Center URL and set up a custom domain.

Set up a custom domain for your Help Center

Keep public articles private or define a set of audience rules to control which customers can see which articles.

Control who can see your public articles

Gain further insights into your Help Center's visitors by integrating Google Analytics with Articles.

Integrate Google Analytics with your Help Center

How to use multi-brand Help Center to create separate knowledge bases for your different products or brands.

Create and manage multiple Help Centers

Provide self-serve support in your customers’ native language with multilingual articles and collections.

Support multiple languages in your Help Center

Manage article redirects when importing content from another Help Center.

Manage article redirects from another Help Center

Running into issues setting up your Help Center custom domain? This article goes through a number of troubleshooting steps you can try

Troubleshooting custom domain set up and HTTPS/SSL

Setup

How to brand your Help Center and manage customization options.

Customize your Help Center

Add your logo, contact details, social media, and footer links in the template which matches your brand.

Customize Help Center footer

How to upload and use your own custom font to match the Help Center with your brand style.

Using custom fonts in the Help Center

Disable search engine indexing and keep your articles out of search results.

Prevent search engines indexing your Help Center

Everything you need to know to properly format your Help Center articles with the Articles API

Formatting and exporting your public articles with the Articles API

Customizing your Help Center to match your brand preferences.

Customize

Write articles that educate your users and help them find the answers they need

How to write great help articles

Our guide to making sure your articles are optimized for both humans and your AI agent, Fin.

Optimize your Help Center for Fin AI Agent

Help customers find the right content in public articles when they search for it.

Optimize your Help Center search

Display your most important articles first, so they're easy to find

Optimize your Help Center article order

How to organize your Help Center into collections that make sense for your business and your customers.

Optimize your Help Center collections

How to act on feedback from your customers and use it to improve your public articles.

Get quick article feedback with reactions

How to show Related Articles below articles in your Help Center.

Enable Related Articles in your Help Center

Simplify customers’ search for help by providing suggestions to public articles even before they start searching.

Enable public article suggestions in the Messenger

Send timely articles in messages, show articles in your Messenger, and enhance Workflows and Custom Answers with supporting articles.

Article Inserter app

Identify which articles need work and use customer feedback to improve them.

Use conversation data to improve articles

Jordan Shefrin

Brian Byrne

Optimizing your Help Center and content to drive self-serve results.

Optimize

Common questions around accessing and using Knowledge in Intercom.

Knowledge FAQs

Public articles FAQs

Common questions

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