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Articles explained
Articles explained

Create a knowledge base of articles in your Help Center.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

With Articles, you can create content which enables customers to self-serve and find support 24/7. Articles can also be inserted in Inbox conversations, sent in Outbound messaging, and used to power the AI bot - Fin 💪

You can also see how your content is performing, exactly how it can be improved, and what to write next. We show you how it all works below.

Create rich help content

The Articles editor is easy to use — just click New article to start writing. You can add content (such as images, videos, and tables) by using the toolbar at the bottom of the editor.

Note: Highlight your text to format it.

Sync with Zendesk

If you’ve already got help content in Zendesk, you can sync it with Articles. There’s no coding required and we’ll retain your site structure for you.

Build a comprehensive knowledge base

Once you’ve written your first few articles, you need to group them into collections to publish them on your Help Center (articles are only visible on your Help Center if they’re in a collection).

To make your content easy to find, you need to:

  • Organize your collections into topics that matter most to your customers - this will make your Help Center easier to browse.

  • Add short descriptions to each collection to optimize them for search, and to help people better understand what they contain.

Provide faster support

Articles is integrated with the Intercom Messenger and Fin, which means your customers can ask questions and get 24/7 support.

Let users find and view articles

Your users or visitors can search for and view articles right inside your Messenger without having to start a conversation.

When your user/visitor selects an article, the article will open within the Messenger itself. So, they won’t need to leave your app or website to find the help they need.

You can also require your customers to search your Help Center before starting a conversation.

It is not currently possible to embed Articles onto your own website, as access is restricted to Intercom only.

Use Articles to power Fin and generate AI answers

Fin can use your Intercom Articles to hold conversations and provide AI Answers. As your Articles get better, Fin does too—along with its rate of automated resolution.

Get rich feedback

Reactions let you measure how helpful your articles are. When a customer finishes reading your article, they can let you know whether it answered their question by reacting with a happy, neutral or disappointed face.

You can click into any article to view your stats and see how your customers feel about your article.

Know where to improve your content

The Articles report lets you see how helpful your content is, exactly how it can be improved, and what’s missing. You can quickly gain inspiration for what to write next by viewing the topics your customers searched for most, but didn’t find.

And you can see which articles pulled in the most negative reactions, and need to be fixed.

Once you view the conversations each article sparked, you’ll know exactly how to improve them. The questions and feedback your customers have will highlight any confusing aspects of your content and glaring gaps in information, which you can fix right away.


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