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 your internal support content and public help center content and enable it for use with Fin AI Copilot.
Access the Knowledge hub
You can access the Knowledge hub via the light bulb icon 
in the left hand navigation panel. Currently, the Knowledge hub supports both internal and public articles but it will soon support all your support content.
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 features:
Sync your internal articles from Confluence, Guru or Notion.
Create and edit internal and public articles.
Organize your articles into folders.
Enable/disable internal articles for Fin AI Copilot.
Syncing articles
You can sync your content from Confluence, Guru, or Notion by clicking Manage sources in the top right corner of the Knowledge hub.
How it works
Select which folders and space you want to sync. Imported content will be organized into folders and will mirror the same structure as the source.
Synced content cannot be edited in Intercom currently but we are working on allowing content to be fully imported and edited within Knowledge.
Updating content must still be done in your source tool. Content will automatically re-sync with Intercom every 24 hours, but you can also re-sync manually.
Syncing with 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 with Intercom.
Syncing with Guru
Ensure you have the correct permissions associated with your Guru account and have your API credentials to hand when syncing.
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.
Syncing with 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 with Intercom.
Imported sources are 'view only' and can't be edited within the Knowledge hub.
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.
Creating articles
You can create internal or public articles from scratch by clicking + New content and then selecting Internal article or Public article.
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.
Copilot state: To enable/disable for Copilot. When enabled, the content becomes available to Fin AI Copilot and teammates on the Help Desk.
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.
Copilot state: To enable/disable for Copilot. When enabled, the content becomes available to Fin AI Copilot and teammates on the Help Desk.
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 AI Copilot, it must first be published, part of a live Help Center and in a collection.
Learn how to format an article.
Edit articles
Any internal or public article can be edited from 
Knowledge. Simply open the article and click on 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 until you've published it.
It's currently not possible to save a draft version of an internal article. Any changes you save will update the current version. However, you can disable an internal article to Copilot while you're still working on it.
Managing articles
Your internal and public articles can all be managed from Knowledge.
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 external sources 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 plus icon + next to Folders. 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 3 levels).
Change the folder name or icon.
Move to another folder.
Delete the folder.
Simply drag and drop folders to organize them on the right side panel.
And 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 articles for Fin AI Copilot
You can enable/disable internal and public articles for Fin AI Copilot from Knowledge. Simply select the article(s) and then click on Enable for Copilot or Disable for Copilot.
If enabled, articles will be accessible to teammates on the Help Desk when using Fin AI Copilot to support customers.
Enabling a public article for Copilot does not enable it for Fin AI Agent. Your content for Fin AI Agent is still managed separately and you can choose whether public articles are used by Fin to support customers directly.
FAQs
How do I access the Knowledge hub?
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?
Who can view content in the Knowledge hub?
Any teammate on your workspace will be able to view internal and public articles within the Knowledge hub.
Can I restrict who creates and manages content in the Knowledge hub?
Can I restrict who creates and manages content in the Knowledge hub?
Yes, only teammates with "Can create and manage internal content in the Knowledge Hub" permission will be able to create and save changes to internal articles.
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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