Knowledge [Beta]

Start managing and organizing your internal and external support to power AI, agents and self-serve support.

Ahmad Mu'azzam avatar
Written by Ahmad Mu'azzam
Updated over a week ago

Knowledge is a brand new product within Intercom which allows you to manage your content for AI, agents, and self-serve support.

It consists of the knowledge hub; a central knowledge management system to store all of your content to power AI, agents and self-serve support.

This beta requires access to Fin AI Copilot. Join the waitlist to get access.


Access the knowledge hub

You can access the knowledge hub in the left hand navigation panel.

Note:

  • You must have the Fin AI Copilot beta enabled on your workspace before you can access the knowledge hub beta. Join the waitlist to get access.

  • When the knowledge hub is fully released later this year, it will function as it's own separate product and won't require access or use of Fin AI Copilot.

Summary of knowledge hub features:

  • Sync or import your internal articles from Confluence, Guru or Notion.

  • Add internal articles, public articles, snippets, and PDFs.

  • Organize your content into folders.

  • Enable/disable content for Fin AI Copilot and Fin AI Agent.

  • Manage audience targeting for different content types.

Any existing help center articles, snippets, PDFs, or external content (public URLs you've synced with Fin AI Agent) will automatically be available in the knowledge hub.


Sync or import content

You can sync or import your internal content from Confluence, Guru, or Notion.

Navigate to Knowledge and select Manage sources in the top right, and then click + New source.

Select the source you want to sync or import from and you'll be asked for credentials to access the associated Confluence/Guru/Notion account.

  • Confluence - You'll be asked to access your Confluence account by signing in through Auth0. Ensure you sign in with a user account which has the correct permissions for the content you are looking to sync or import to Intercom.

  • Guru - Ensure you have the correct permissions associated with your Guru account and have your API credentials to hand when syncing or importing. API credentials can be accessed by following the instructions outlined here and can be found in your settings page. Ensure that you select the User Token.

  • Notion - You'll be asked to access your Notion account by signing in through Auth0. Ensure you sign in with a user account which has the correct permissions for the content you are looking to sync or import to Intercom.

Then select the collection/folder and choose to either Sync or Import the content from this source.

What's the difference between syncing and importing?

  • Both synced and imported content will keep the same folder structure as the source.

  • Synced content can't be edited from the knowledge hub, any updates must be made to the source. Content will automatically re-sync with Intercom every 24 hours, but you can also re-sync manually.

  • Imported content can be edited and managed within the knowledge hub (it will not sync with any changes made to the source).

Synced or imported internal articles are available for internal use only and cannot be published on your public Help Center.

Re-sync or remove sources

Sources will automatically be synced every 24 hours, but you can manually re-sync or remove a source by going to Knowledge and clicking Manage sources in the top right.

Then click on the 3 dots next to a source and select Resync or Remove.


Adding or creating new content

You can add new content to the knowledge hub by navigating to Knowledge in your workspace.

Click + New content and then select from Internal article, Public article, Snippet, or PDF file.

Internal articles

When you create an internal article, there's a "Details" panel on the right which contains:

  • Data: View the content type, language, creation date, author, last update, and the teammate who last updated it.

  • Fin settings: To enable/disable for Fin AI Copilot. When enabled, the content becomes available to Fin AI Copilot and teammates on the Help Desk.

  • Audience: Ensure teammates only get answers and see content that is relevant for them.

  • Folder: Add the article to a folder in the knowledge hub. (You can't change the folder of synced content from here, you'll need to do this from the source i.e. from Guru/Notion/Confluence).

Public articles

When you create a public article, there's a "Details" panel on the right which contains:

  • Data: View the content type, language, creation date, author, last update, and the teammate who last updated it.

  • Fin settings: To enable/disable for Fin AI Copilot or Fin AI Agent. When enabled, Fin will use the content to generate AI answers for teammates and/or customers.

  • Audience: Ensure teammates and/or customers only get answers and see content that is relevant for them.

  • Folder: Add the article to a folder in the knowledge hub (this doesn't affect where it lives in your Help Center).

  • Help Center and collections: Add the article to your Help Center and select a collection to make it public.

For a public article to be enabled for Fin, it must be published, part of a live Help Center and in a collection.

Learn how to format an article.

Snippets

Snippets are created in a similar way to internal or public articles. They can be a short form of content (e.g. a question and answer) that you want to make available to teammates using Fin AI Copilot and/or customers interacting with Fin AI Agent.

There's a "Details" panel on the right which contains:

  • Data: View the content type, language, creation date, author, last update, and the teammate who last updated it.

  • Fin settings: To enable/disable for Fin AI Copilot or Fin AI Agent. When these are enabled, Fin will use the content to generate AI answers for teammates and customers (respectively).

  • Audience: Ensure teammates and/or customers only get answers and see content that is relevant for them.

  • Folder: Add the article to a folder in the knowledge hub (this doesn't affect where it lives in your Help Center).

Snippets are useful for making time sensitive information available to Fin without adding it to your public Help Center. For example, if you have a known bug that customers are experiencing and you want Fin to be able to respond to customers messaging you about this bug with some details or advice. Once the bug is fixed, the snippet can quickly be found and deleted from the knowledge hub.

PDFs

When you upload a PDF file we'll fetch all the text data inside. Supported format is text PDF, up to 45 MB size. Images and multiple text columns are currently not supported.

Edit articles and snippets

Any internal articles, public articles, or snippets created in the knowledge hub can be edited from Knowledge. Simply click on the individual content item and select Edit.

Then save your changes.

Note:

  • Public article updates can be published to your Help Center, or you can save a draft version which won't be live in your Help Center until you've published it.

  • It's currently not possible to save a draft version of an internal article or snippet. Any changes you save will update the current version. However, you can disable this content for Fin while you're still working on it.

  • Synced content can't be edited within the knowledge hub, all changes must be made to the source (i.e. Confluence/Guru/Notion).


Managing content

All of your internal and external content can be managed from Knowledge.

Search, filter and find content

To search and find content within the knowledge hub, use the search bar at the top of the Content page to enter keywords and filter by content type.

Add more filters to refine your search, including filtering by:

  • AI Agent state

  • AI Copilot state

  • Created by

  • Date

  • Help Center status (i.e. published or unpublished)

  • Language

  • Last updated date

View folders

If you've synced content from external sources, it will automatically be organized into the same folders as the source.

Folders which are synced with a source can't be edited and any changes must be made to the source i.e. in Confluence, Guru, or Notion. However, you can give them a customizable icon by clicking on the 3 dots next to a folder and selecting Edit icon.

Create folders

You can also create your own folders directly in the knowledge hub. Click the New folder button in the top right, then give the folder a name and optional emoji icon to help identify it.

When you create folders in the knowledge hub you can:

  • Create subfolders (up to 10 levels).

  • Change the folder name or icon.

  • Move to another folder.

  • Delete the folder.

Folders will appear in alphabetical order on the left sidebar and can't be rearranged.

You can drag and drop content in Intercom (internal articles or public articles) into the folders you've created.

Note:

  • Content can only live in one folder.

  • Moving public articles into folders won't make any changes to your public Help Center.

Enable/disable content for Fin

You can enable/disable content for Fin AI Copilot or Fin AI Agent from Knowledge.

Simply select the content and then click on Change AI Copilot state or Change AI Agent state.

You can also change the Fin state from the Details panel when you're editing or creating new content.

Audience targeting

The Audience for each content item is displayed within the knowledge hub table.

Audience targeting currently only works with Fin AI Agent and is not yet available for Fin AI Copilot.

To define new audiences or manage existing ones, visit Settings > [workspace name] data > Audiences.

You can also manage audiences by selecting content items in the knowledge hub and using the action menu to Change audience and then click Manage audiences.

These settings can also be accessed from the Details panel when you're viewing a piece of content in the knowledge hub.

To create a new audience, click on New audience and give it a name.

Now set the audience targeting rules that define that audience. You'll then be able to see a preview of the audience it matches.

Audience rules can use tags and segments to filter by users with that tag or who belong to a particular segment. These can easily be set up from Contacts and then you can simply search for that tag/segment.

Once this audience is saved, you can then apply it to content within the knowledge hub.

Applying an audience to content items

The easiest way to apply an audience is to select the content items in the knowledge hub and use the three dot menu to select Change audience and then choose the correct audience(s).

Note:

  • If content has no audience selected, then “Everyone” will be selected by default.

  • Fin AI Agent and Fin AI Copilot will respect the audience rules you apply and only use content that's available to that teammate or customer when generating AI answers.

  • Audience can also be applied from the Details panel when viewing an individual content item.

Take bulk actions

Take bulk actions on multiple content items at once by navigating to Knowledge. Then select the content and choose from the actions at the top, including:

  • Change AI Copilot state

  • Change AI Agent state

  • Move to folder

  • Change audience

  • Change Help Center status

  • Change language


FAQs

How do I access the knowledge hub?

Currently, you must have the Fin AI Copilot beta enabled on your workspace before you can access the knowledge hub. Join the waitlist to get access.

When the knowledge hub is fully released later this year, it will be a separate product available as standard across all plans. At this point, it won't require you to access or use Fin AI Copilot.

Who can view content in the knowledge hub?

Any teammate on your workspace will be able to view content within the knowledge hub.

Can I restrict who creates and manages content in the knowledge hub?

By default, all teammates will have knowledge hub permissions but you can disable this for teammates who don't require it/shouldn't have access to create, import, sync, or update content in the knowledge hub. If this permission is disabled, they will have 'view only' permission.

Permissions for public articles are currently managed separately through Help Center Articles. Any Help Center Articles permissions you have will also apply to the knowledge hub.


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