The Articles product lets you provide your customers with faster support. You can automatically suggest articles to answer common questions, and let your customers quickly help themselves before they chat. You can easily create articles, share them with customers as you chat, and gather feedback to help you improve your content.
What you get with Articles:
A connected Help Center: An easily searchable knowledge base that connects to Inbox.
Help Center in the Messenger: Let your customers find and read articles in your Messenger home before they start a conversation.
Smart suggestions: Our bot, Operator, intelligently suggests articles to answer your customers’ questions before your teammates reply, and automatically closes conversations when successful.
Targeted Articles to share your help content with the right people, or keep it private.
Smart inbox suggestions: Operator suggests articles to your teammates during conversations, so they can resolve your customers’ issues faster.
Failed searches: See what people searched for, but didn’t find, so you can write it next.
Article reactions: Make it easy for customers to tell you if an article is helpful.
Rich feedback: Automatically collect feedback on how you can improve your articles.
Versioning for Articles: Enable your teammates to collaborate by saving draft versions and viewing the edit history before setting changes live.
Article tagging: Organise and manage your articles based on related tags across your support content.
Collections and sections: Your content, organized and easily accessible.
Custom branding: Set a color scheme and images to that match your branding.
Get started in 5 simple steps
Step 1: Sign up for Intercom
Enter your email address on the Intercom homepage to create your account. You’ll be prompted to start a free trial of Articles.
Step 2: Customize your Help Center’s appearance
You can easily customize your Help Center to match your brand. Just go to your Help Center Settings page and choose:
A color for your Help Center’s header, article titles and links.
Your logo and header image.
The name you’d like for your help center, like “<your company name> Help Center”.
You can also choose a language for your Help Center and add links to your website or social media accounts.
Tip: If you use Google Analytics, we recommend adding your tracking ID to your Help Center. This allows you to gain further insights into how your users are interacting with your articles.
Step 3: Set up a custom domain (optional)
If you’d prefer to have your Help Center available at your own subdomain like “help.exampleapp.io”, you can set a custom domain.
You will also need to make some changes to your DNS settings - we’ve created this guide to help you set it up.
Step 4: Write your first articles and add them to collections
It’s easy to format your articles, and your draft articles will look exactly the same as when you push them live, so you'll know exactly how your article looks before you publish it.
For articles to appear in your Help Center, you’ll need to add them to a collection. Collections help you keep your Help Center organised and make it easier for your customers to find the information they need. Just go to Help Center > Collections to start organizing your articles:
Step 5: Turn your Help Center on
The final step to make your Help Center public and available in Google searches is to turn it on. Just click “Turn on Help Center” and your Help Center will be available to your customers, so they can start helping themselves.
Check out our webinar on “Intelligent self-service support” to get the most out of Intercom Articles.
Understand your Articles report to learn how to improve your help content.
Start sharing articles with your customers to help Operator learn which articles to suggest.