Intercom

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

Knowledge Hub explained

How to add knowledge sources to Intercom to power Fin AI Agent, Fin AI Copilot, and Help Center.

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

How to produce support content that's optimized for Fin AI Agent and Fin AI Copilot.

Support content Best Practices for Fin

Beth-Ann Sher

Jordan Shefrin

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 to the Knowledge Hub 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 Fin AI Copilot.

Create and manage public articles

How to create internal articles and enable them for Fin AI 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

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 access to content in the Knowledge Hub which can be used to generate AI answers for customers and teammates.

Enable or disable content for Fin AI Agent and Fin AI Copilot

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

Manage knowledge audiences and content targeting for Fin

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

Create collections in your Help Center

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

Content tagging in the Knowledge Hub

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

Enable public article suggestions in the Messenger

Managing content

Common questions around accessing and using the Knowledge Hub.

Knowledge Hub FAQs

Common questions

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