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 internal and public help content and enable it for use with Fin AI Copilot and Fin AI Agent.
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You can access the knowledge hub via the light bulb icon in the left hand navigation panel.

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.

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

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.

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.

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

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

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:

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.

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.

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

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:

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.

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:

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

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.

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

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.

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.

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

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

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: