Article Help Center

Scale your support and answer questions faster with your Intercom Help Center

  • 350 Topics
  • 999 Replies

350 Topics

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Brian H12New Participant
asked in Article Help Center

Can my users search for my Salesforce Knowledge Base articles within Intercom?

I would like for my users to be able to search my SFDC KB articles from within Intercom. Is this possible today and if so how can I accomplish this? There seems to be no articles or documentation on this. I cant find anything useful via google either

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B
3 years ago
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User954New Participant
asked in Article Help Center

Hi, where do you hide the help center's language selection menu?

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U
3 years ago
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User954New Participant
asked in Article Help Center

Hi, Are there workarounds for formatting RTL languages correctly in an English-only Help Center?

Hi, Are there workarounds for formatting RTL languages correctly in an English-only Help Center?

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U
3 years ago
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Jason ANew Participant
asked in Article Help Center

Are hyphenated words searchable?

We have a feature called a "To-do list" and my top Search Terms with No Result include "todo" "to-do" and "todos". When I search for "to-dos" I see in the search results that only "do" is highlighted. Are hyphens treated as whitespace, and "to" excluded due to being a common word? I see other posts requesting a hidden keyword feature or hashtags, I think that might help this situation but it also seems that since this is such a short word with a hyphen that it is difficult to find.

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Kevin Bendixen
Top Expert
3 years ago
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René LNew Participant
asked in Article Help Center

Pulling Articles over API to display on our main domain

While we can run Articles on subdomain, its contents do not really contribute to the content of the main domain in content marketing / SEO perspective. So our idea is: Add no-index to Intercom's Help Center running at help.ourdomain.comCreate dynamic pages under ourdomain.com/help which would pull Article's contents via API into our website so they can be properly indexed. I wonder if anybody has had the same idea and successfully manged to implement it? Or perhaps there are some more reasonable workarounds.

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3 years ago
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MykhayloActive User
asked in Article Help Center

How can I restrict the Help Center to my users without requiring them to log in?

Hello, we want to display a link to the Help Center on our web page so a user can click on it when he/she wants. In the same time we want to restrict the access to articles only for Users (logged in ones), without asking them again to login on Help Center page. How can we pass the login information to Help Center in this case, when Help Center is not accessed through the Messenger? Thank you.

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M
3 years ago
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User892Active User
asked in Article Help Center

Are there best practices for linking directly to articles from within a localized SaaS product?

We have a product that is developed in English and localized for Japanese. We want to link directly to articles. Looking for best practices for managing those links. Should we just treat them like strings to be localized?

11
Milan
Top Expert
3 years ago
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IntercomCustomerActive User
asked in Article Help Center

Landing Page Wording

Is there a reason intercom chose to make this look like a 404 page rather than a "please log into (product) to view this article"? I can't tell you how many times that customers says "there is nothing at this link" and we have to explain well first you need to log into the app then the article can be viewed. The wording on this page could be vastly improved.

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Eric Fitz
3 years ago
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User893New Participant
asked in Article Help Center

Can I use my Articles Help Center as an internal knowledge base?

Is it possible to use articles in Intercom as a private knowledge base for my company? meaning, not meant to be shared with customers, but instead also using them as internal knowledge sharing. Thanks!

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S
3 years ago
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IntercomCustomerActive User
asked in Article Help Center

Article Searching Doesn't Work

For some reason the guy I'm speaking to in support believes this to be a "feature request'   So here is my question/issue/feature request. If I type in words of an article, nothing comes in: If I type in the entire title of the article (as if I can remember every articles exact title), then it finds it.So my request is that intercom make the search work normally.

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3 years ago
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Wendy BNew Participant
asked in Article Help Center

Can I back-up our Articles?

Hi everyone, is there a way to back up the published Articles, download it & save them somewhere safe? 🙂

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I
3 years ago
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SalesNew Participant
asked in Article Help Center

Why can't I invite new teammates to my workspace?

I have this message in my acc Team invite emails can’t be sent right now as your app is being reviewed. I don't know why my acc didn't pass the review. And in support, nobody answers to me (now a week). What can I do, because in the message about the review they say that I should contact support, but nobody answers!

1
Milan
Top Expert
3 years ago
Kevin Bendixen
Top Expert
Kevin BendixenTop Expert
asked in Article Help Center

How are you handling new languages?

We're currently translating our product to several languages and so the user will only know certain terms from our app in their respective language. We are however not at a point where we can translate all our helpdesk articles. So people will search for something for example in Dutch and it will never show any topic, because the helpdesk it not localized. Did any of you run into this as well? How did you solve it?Also opened a chat with Intercom about this, but maybe someone has some experience to share. I know about the Lokalise integration, but it might be above our budget, maybe there is a different solution, via API or something.

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D
3 years ago
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Shikha DConnector
asked in Article Help Center

Why isn't my custom Help Center domain directing me to my Help Center?

When am trying to set-up my knowledge base it gives me this error on accessing this page - https://motilaloswal-help.smallcase.com/p>This custom.intercom.help page can’t be found.No web page was found for the web address: https://custom.intercom.help//p>

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R
Top Expert
3 years ago
L
LaMintActive User
asked in Article Help Center

How can I improve my HC search accuracy- with keywords or tags or something- does anything exist like this?

 I have customers typing Childlock and not finding an article about Child Lock. In my previous tool, I could add acceptable terms and misspelt words to apply to an article to avoid this issue. I'd appreciate any help on this.

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Kevin Bendixen
Top Expert
3 years ago
R
ReedConnector
asked in Article Help Center

Help troubleshooting setting up Google Tag Manager with User ID

Hi, I'm Reed, I can user GTM to set up intercom to work using the logged out users method. This also works when users are logged in. In both cases the messenger loads as expected.  But when I try to set it up designating the User ID, the messenger doesn't load. Looking at the GTM preview, the Tag Details show the firing status is Succeeded, and the User ID is what I expected, as is the Workspace ID. Firing Triggers is Window Loaded Trigger By the way, I'm using a Dev account to test this before loading on our live site. I've also tried using a custom javascript method to convert the User ID to an integer. Again the preview Tag Details shows the same results except this time the User ID is an integer (as planned.) Does this work? or is our only option to use an email? We'd rather not. But if we must is it possible to use the identity verification w/ GTM? Thanks in advance...

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R
3 years ago
S
SaritaActive User
asked in Article Help Center

I have set up Google Analytics for Help Centre. I want to track the Source from where I get maximum traffic, No of users, and articles with the most views. Any recommendations?

I have set up Google Analytics for Help Centre. I want to track the Source from where I get maximum traffic, No of users, and articles with the most views. Any recommendations?

2
S
3 years ago
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User892Active User
asked in Article Help Center

How can I display articles that are only relevant to a particular product?

I'm trying to use article rules to display only the articles relevant to a particular product. Not working as expected. Is it my rule or my Intercom config? My article rule uses the referral URL attribute. the URLs look like this: <product1>.<mycompanydomain>.com<product2>.<mycompanydomain>.com My rule specifies referral URL contains <product1>.<mycompany.com>. Should this rule allow users coming from the product1 URL to see the article?

6
U
3 years ago
U
User903New Participant
asked in Article Help Center

how to create professional tags on intercoms?

how to create professional tags on intercoms?

1
R
Top Expert
3 years ago
U
User892Active User
asked in Article Help Center

What's the best way to make sure users of product 1 see only articles related to product 1? At first glance, I thought an article rule using Referral URL. Thoughts?

What's the best way to make sure users of product 1 see only articles related to product 1? At first glance, I thought an article rule using Referral URL. Thoughts?

2
U
3 years ago
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Sara TNew Participant
asked in Article Help Center

How do I add anchor links to articles?

Ho do I create a link which leads to a certain section of a collection? Like this link for example: https://www.intercom.com/help/en/collections/2091449-sending-messages-and-building-smart-campaigns#sending-messages-with-intercom/p> I would like to know how it is possible for me to create a link which leads a customer to a particular section in the collage. Would it be possible to get instructions on how to create such links? Thank you! Note: The Helpcenter isn't published yet so the collections so called ID's is still unknown. By ID's I mean this: https://www.intercom.com/help/en/collections/2091449-sending-messages-and-building-smart-campaigns#sending-messages-with-intercomAnother question, how is that ID defined?

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M
3 years ago
K
KnowledgeNew Participant
asked in Article Help Center

How can we get more detailed feedback on our articles?

Is there a way to ask customer's feedback on articles, except thumbs up/down? Ideally, if they didn't like it, customers should be able to give feedback if they didn't like the content or the way it was written.

1
Kevin Bendixen
Top Expert
3 years ago
M
Manoj R11New Participant
asked in Article Help Center

Why is my Custom Domain setup for my Intercom Help Center not working?

Custom Domain setup doesnt work, My domain is transferring to cutomer.intercom.help using cloudfront but intercom is not able to resolve to the article.

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U
3 years ago
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Michael L11New Participant
asked in Article Help Center

How can I launch Intercom from a React application depending on some conditions being met?

The specific problem I am trying to solve is as follows: I have an application log in page where I do not want the intercom widget to be present for any user. Then after that user has logged in, depending on their predefined role permissions, intercom should either presented or hidden. Admin users should be able to see the intercom widget.Customer users should not be able to see the intercom widget. Any assistance to help resolve this would be greatly appreciated!

1
Kevin Bendixen
Top Expert
3 years ago
U
User407Connector
asked in Article Help Center

Can I assign a conversation based on the article suggestions bot firing?

When a user uses "offer additional help", I want to specify to whom it should be assigned. Can we? 

6
Kevin Bendixen
Top Expert
3 years ago
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