Adding your Help Center to your Messenger inside your mobile app empowers customers to help themselves. Providing Article Suggestions can guide them in the right direction and helps you scale your support by increasing article views and reducing resolution times.
Important: For a fully integrated self-serve experience, you’ll need to install Intercom’s latest mobile SDK for each version of your app:
Note: You will also need the Articles product and an active Help Center to ensure this works as expected.
To enable Article Suggestions on mobile, go to Messenger Settings and open “Integrate Articles with your Messenger”:
Select “Users” and then turn on “Suggest articles to users”:
Note: You will only be able to set up Article Suggestions on mobile for users not visitors.
Once enabled, users will see up to three "Suggested articles" appear on the Messenger Home Screen in your mobile app.
Configure the Article Suggestions Experience
You can also offer tailored experiences to different customers to reduce conversations for repetitive questions which can easily be solved by Help Center articles. We’ll run through how to do this below…
Define Audience Rules
If you only want certain groups of people to see Article Suggestions, you can add audience rules. For example, if you just have articles for a certain version of your product, you could restrict articles to people who use that version.
Just click “+ Add audience rule”, and choose the criteria that your customers must meet to see articles in your Messenger:
Exclude certain articles from appearing in Article Suggestions
You might want to exclude certain articles from ever showing under Suggested Articles in the Messenger. For example, you could exclude articles about pricing because users already have a pricing plan. There are 2 ways you can do this.
Note: If you have already selected which articles to be excluded for desktop, the exclusions will be reflected for Article Suggestions on mobile too.
Method 1: Excluding articles from Messenger Settings
From your Messenger Settings, open "Integrate Articles with your Messenger" and click on “Configure excluded articles”:
Then select which articles to exclude and click “Save”:
Method 2: Directly from the article
Alternatively, you can open the article you want to exclude from Article Suggestions and click “Edit settings”:
Then select “Exclude from Article suggestions on the Messenger Home Screen” and save these settings:
Customers will only be able to see articles that they’re permitted to view in your Help Center.
Collections and articles appear here in the same order as your Help Center.
If you don't support your customer's language, the default language of your help center will be shown. However, if you've localized your Messenger and your articles, help content will be shown to match your user's device settings.
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