The Articles add on is even more powerful if you have Inbox. You and your team can add articles to conversations to answer your customers’ questions faster. Over time, Operator learns which articles offer the best answers to each question, and we’ll recommend the most accurate ones for you to send. 

Quickly find and send articles to answer questions  

When a customer asks a question, their message will arrive in your inbox, where you can add an article directly to the conversation to resolve their query quicker. 

Just click the article icon and search for the article you’d like to add:

If you support multiple languages in your Help Center, select which version of the article you’d like to send:

Then, go ahead and add it:

Your article will be inserted into the conversation, where you can add additional context to your message before sending it:

Share articles in context 

When you send your article, your customer will see a preview of it where they can scan the title and description, before reading it:

Once they click the preview, it expands to show the full article in the Messenger, so they can read it in context:

Note: Your customers can react to articles directly from the Messenger so you can gather rich feedback

If you’ve translated the article into multiple languages, your customers can choose to read it in their preferred language:

Note: Supporting multiple languages in your Help Center is only available on certain Intercom plans. See our plans and pricing here.

Receive automatic article suggestions to share  

Operator automatically suggests relevant articles for your teammates to share in the team inbox, to help answer your customer’s question faster.

Note: The article suggestions task bot is available in English only, if you have both Articles and Inbox. 

Include articles in your macros

You can add articles to your macros, to offer comprehensive responses to frequent questions. When creating or editing a macro, just click the insert article icon:

Improve your smart suggestions over time: 

Initially, the article suggestions task bot will suggest articles based on keywords found in each conversation. But it gets smarter over time, learning from your team’s conversation data. The more articles you send, the better your suggestions get. 

Here are some tips for improving your suggestions over time: 

  • Use the words your customers are searching for in your articles.

  • When a customer gets in touch, you should send them a relevant article in your first reply to them. If they send you a second message before you reply Operator won’t learn from this. 

  • Review your customer conversations to ensure you write relevant help articles.

  • Write plenty of short articles that address your customers’ most common questions

Improving article suggestions

Every time you send an article to a customer from the team inbox, the task bot learns which articles offer the best answers to each question. In time, it’ll automatically suggest the most accurate articles to add to a conversation when a customer asks a new question.

Get article feedback to improve your content 

Operator’s article feedback task bot allows you to go beyond answering your customer’s question. Now that you’ve got feedback on your articles, you can also improve them based on customer data. This should reduce the number of questions your customers start from your articles, saving your support team even more time 😄 

What’s next? 

Learn how Operator automatically suggests relevant articles to users in the Messenger.

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