Data & customization
Can I download all my articles?
Can I download all my articles?
While downloading articles via the UI is currently not supported, you can use our REST API to list all the articles and extract the required information.
More on our REST API can be found in our developer docs here 📚
Can I localize my Help Center language?
Can I localize my Help Center language?
Yes, you can localize the default Help Center language with just a few clicks. Once you choose your language, the user interface of your Help Center will read in the language you set. This will change the language of your:
Search prompt on your homepage.
Article count, author and last modified date.
Reactions prompt on your articles.
‘We run on Intercom’ logo and more.
You can also configure your Help Center to support multiple languages, the process is covered in this guide.
How to localize your Help Center language
Just go to your ‘Help Center’ settings and set your Help Center language there.
For example, here’s how your Help Center will look in French:
If you’d like to change the language of the Messenger, you need to do this separately in your Messenger Settings.
What Article related events does Intercom automatically track?
What Article related events does Intercom automatically track?
We track Article Content View, Click and Reaction, Reply and Educate Search Event (like search article or collection viewed).
Can I link to a search?
Can I link to a search?
If you want to have a link on your website which when clicked will bring the user to a page of search results on Articles for a given term, you can do so using this query string:
https://docs.intercom.com/#search_query=%s
Just replace the %s with whatever term you want to search for. The search query will need to be URL encoded before it can be used.
Can I track a user's session between my app and the Help Center?
Can I track a user's session between my app and the Help Center?
By default, our customers' Help Centers are made available at https://intercom.help/example. This is a different domain (intercom.help) to the domain hosting the Intercom app (e.g. app.example.com). This means that web messenger sessions don't carry between the two websites because the cookies we use to track session information can't be shared between different domains. As a result, a user who is logged in at http://app.example.com will appear as a visitor/lead for all their interactions with http://intercom.help/example.
To work around this, customers should set up a custom domain for their Help Center that lines up with their app's domain (e.g. docs.example.com for app.example.com). Once the "organisational domain" (e.g. the example.com piece of the domain) lines up between the two, cookies will pass between them and sessions will carry. Details on setting up a custom domain can be found in our dev docs.
SEO
Do I need a sitemap?
Do I need a sitemap?
If you had a site map on your old help site, don’t worry: your Help Center is designed so that it doesn’t need one. Google can crawl your Help Center without a site map.
Can I upload my own robots.txt file?
Can I upload my own robots.txt file?
It isn't currently possible to upload a custom "robots.txt" file to the Help Center.
How can I ensure Google is indexing my Help Center?
How can I ensure Google is indexing my Help Center?
All Google - or any search engine - needs is to encounter a link to any page in your Help Center.
Most teams link to their Help Center from their marketing site. Google can index your whole Help Center starting with that link.
While you can submit your URL to Google Search Console directly, you don’t need to. — Google regularly crawls the web to add new sites to its index.
All our pages include metadata tags that search engines use to index content:
Our pages also include OpenGraph metadata. This is useful when sharing links on social media (X (formerly Twitter) / Facebook / Slack etc.). Search engines probably don't care, but worth mentioning.
We use the canonical link metadata tag. So if you include `utm_source` or other query string parameters in your URL, or if you have a custom domain and someone accesses your intercom.help Help Center, the search engine will know what the canonical URL is for this content:
If you are having issues with google not indexing your Help Center and you have a custom domain, ensure you have HTTPS set up correctly. You can find the troubleshooting steps here.
You can also choose to disable search engine indexing and keep your articles private.
Does Articles support 301 redirects?
Does Articles support 301 redirects?
Yes, if you're importing or migrating articles from Zendesk to Intercom, redirects are automatically implemented in the form of permanent redirects (HTTP 301 responses). This ensures that any existing article links do not break after migration, preserving their SEO score.
You can also manually create, edit, or delete redirects with the Manage Redirects feature.
How else can I improve my Help Center's SEO?
How else can I improve my Help Center's SEO?
Know the words your customers use to ask for help with your product, whether it's on Google or in your Help Center. With Articles, you can see what terms customers searched for most but didn’t find. Work those phrases into your:
Article title - Clear, action based titles work best like, ‘Collaborate together on projects.’ Once you publish your article, the collection it belongs to and the section it’s in will also appear in the URL.
Article description - This should set your customers’ expectations for what the article contains, and how it can help. Keep this short and to the point, like ‘Work with teammates to reach your deadline on time.’
Link text - Writing link text that says ‘click here’ or ‘find out more’ is a wasted opportunity. When linking to related articles, include keywords customers are likely to search for.
Custom Domains
How do I set up audience targeting for Help Center articles and restrict access to certain articles using a custom domain?
How do I set up audience targeting for Help Center articles and restrict access to certain articles using a custom domain?
In order for Audience Targeting to function appropriately, you will need to be using the Messenger in your product for logged in users, as well as having a custom domain with cookie forwarding enabled. This setup ensures that we are able to tell the difference between a logged-in user and a visitor or lead. You can find the instructions to set this up here. After this has been set up, you can enable Audience Targeting within your Help Center settings > "Privacy" by configuring a login link that will encourage people to log in when they've attempted to view an article that is only available for Users. Additionally, once you have the proper set up with a custom domain, all customers will be redirected to your custom domain once they access default URL links, and they won't be able to see the restricted article at all.
Troubleshooting
How do I create an article in a different language in the help center and resolve the error "Make sure that you fill in all titles"?
How do I create an article in a different language in the help center and resolve the error "Make sure that you fill in all titles"?
To create an article in a different language and resolve the error "Make sure that you fill in all titles", follow these steps:
Add the desired language as an additional language in the help center settings.
Add a translation of the page title to the help center header for each language.
Save your help center settings.
By completing these steps, you should be able to create an article in the desired language without encountering the error.
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