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Knowledge sources to power AI, agents and self-serve support
Knowledge sources to power AI, agents and self-serve support

How to add knowledge sources to Intercom to power Fin AI Agent, Fin AI Copilot, and Help Center.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated this week

From Knowledge > Sources, you can effectively manage the content you want to have available in the Knowledge Hub. You can create native content, import or sync content from external sources, and enable conversation history from specific teammates.

By navigating through the tabs at the top of the page, you can see which sources are being utilized by Fin AI Agent, Fin AI Copilot, and the Help Center. This guide will walk you through each step to ensure you’ve enabled all the sources you want your customers, teammates, and AI to have access to.

The Sources page is divided into the following tabs which show a filtered list of the content types available for that channel:

All sources

From All sources, you can get a clear overview of all content available in the Knowledge Hub and manage sources you want to add or remove.

Overview of available knowledge sources

The table below gives an overview of available knowledge sources which can be created natively or synced/imported, and their compatibility with Fin AI Agent, Fin AI Copilot, and Help Center:

Source

Content type

Can be synced

Can be imported

Can be used by Fin AI Agent

Can be used by Fin AI Copilot

Can be added to Help Center

Intercom native

Public Article

n/a

n/a

Yes

Yes

Yes

Internal Article

n/a

n/a

No

Yes

No

Snippet

n/a

n/a

Yes

Yes

No

Website

Webpage

Yes

No

Yes

Yes

No

PDF

PDF

No

Yes

Yes

Yes

No

Zendesk Importer

Public Article

Yes

Yes

Yes

Yes

No

Confluence

Internal Article

Yes

Yes

No

Yes

No

Guru

Internal Article

Yes

Yes

No

Yes

No

Notion

Internal Article

Yes

Yes

No

Yes

No

ConversationHistory

n/a

n/a

coming soon

Yes

Yes

No


Content for Fin AI Agent

In the Sources > For AI Agent tab, you’ll find all sources which are currently available for Fin AI Agent. Here, you can add or remove content accessible to Fin AI Agent.

To get started with Fin AI Agent:

  1. Add at least one source of knowledge.

  2. Optimize Fin by adding more sources.

Public articles

Share public articles in your Help Center, and with Fin AI Agent and Fin AI Copilot. Public articles can be created natively in Intercom by clicking Add article.

Public articles can also be synced or imported from Zendesk if you want to make them available to Fin AI Agent or Fin AI Copilot. Simply click on Sync or Import to get started.

Note:

  • Content which is currently available in the Knowledge Hub will display a green tick.

  • Content created natively in Intercom will also display a total content count which includes drafts.

  • Synced content will show when it was last synced with the source (in this case Zendesk).

  • You’ll need to import articles from Zendesk if you want to make them available in your Intercom Help Center. However, if you just want to make them available to Fin AI Agent or Fin AI Copilot, you can choose to sync articles from Zendesk instead.

Websites

Let Fin AI Agent learn from any public website. You can add websites to the Knowledge Hub by syncing public URLs.

To re-sync or remove websites from the Knowledge Hub, click on Manage.

Note:

  • Content which is currently available in the Knowledge Hub will display a green tick.

  • Synced content will show when it was last synced with the public URL.

More content sources

Let Fin AI Agent learn from sources that are not visible to your customers. Fin can also provide customers with answers by using sources which might not be publicly available, including:

Content which is currently used for Fin AI Agent will display a green tick. It will also display a total content count which includes drafts.


Content for Fin AI Copilot

In the Sources > For AI Copilot tab, you’ll find all sources which are currently available for Fin AI Copilot. Here, you can add or remove content accessible to Fin AI Copilot.

To get started with Fin AI Copilot:

  1. Add at least one source of knowledge.

  2. Optimize Fin by adding more sources.

Internal articles

Give Fin AI Copilot internal knowledge that's only available to you and your team. Internal articles can be created natively in Intercom by clicking Add article.

You can also sync or import internal articles from Confluence, Guru, and Notion by clicking Sync or Import.

To re-sync or remove an internal article source from the Knowledge Hub, click on Manage.

Note:

  • Content which is currently available in the Knowledge Hub will display a green tick.

  • Content created natively in Intercom will also display a total content count which includes drafts.

  • Synced content will show when it was last synced with the source (Confluence, Guru, or Notion).

Conversations

Your past conversations and customer tickets provide a rich history of knowledge teammates have shared with customers, and this knowledge can be made available to Fin AI Copilot for all teammates to have quick access to answers and solutions other teammates have provided.

You can enable or disable past conversation history for Fin AI Copilot from Knowledge > Sources. Under the For AI Copilot tab, scroll down to "Conversations" and click Manage. From here you can toggle this option on/off.

If Conversations are enabled, you can manage which teammates' conversations and tickets Fin AI Copilot has access to by selecting them from the dropdown.

Note:

  • Only the past 4 months of conversation and Customer ticket history will be used from the selected teammates (if you have enough conversation data available on your workspace). New conversation/ticket history is made available on a daily basis.

  • Fin AI Copilot is more effective in answering questions when given access to conversation history from a larger number of teammates.

  • It is currently not possible to exclude individual conversations from being included in Fin AI Copilot responses.

Public articles

Share public articles in your Help Center, and with Fin AI Agent and Fin AI Copilot. Public articles can be created natively in Intercom by clicking Add article.

Public articles can also be synced or imported from Zendesk if you want to make them available to Fin AI Agent or Fin AI Copilot. Simply click on Sync or Import to get started.

Note:

  • Content which is currently available in the Knowledge Hub will display a green tick.

  • Content created natively in Intercom will also display a total content count which includes drafts.

  • Synced content will show when it was last synced with the source (in this case Zendesk).

  • You’ll need to import articles from Zendesk if you want to make them available in your Intercom Help Center. However, if you just want to make them available to Fin AI Agent or Fin AI Copilot, you can choose to sync articles from Zendesk instead.

Websites

Let Fin AI Copilot learn from any public website. You can add websites to the Knowledge Hub by syncing public URLs.

To re-sync or remove websites from the Knowledge Hub, click on Manage.

Note:

  • Content which is currently available in the Knowledge Hub will display a green tick.

  • Synced content will show when it was last synced with the public URL.

More content sources

Let Fin AI Copilot learn from sources that are not visible to your customers. Fin can also provide teammates with answers and guidance by using sources which might not be publicly available, including:

Content which is currently available in the Knowledge Hub will display a green tick. It will also display a total content count which includes drafts.


Content for Help Center

In the Sources > For Help Center tab, you’ll find all sources which are currently available for your Intercom Help Center.

Public articles

From here, you can click Add article to add new public articles to your Help Center.

Public articles can also be imported from Zendesk if you want to make them available in your Intercom Help Center, and with Fin AI Agent and Fin AI Copilot. Simply click on Sync or Import and select the “Import” option to get started.

Note:

  • You’ll need to import articles from Zendesk if you want to make them available in your Intercom Help Center. However, if you just want to make them available to Fin AI Agent or Fin AI Copilot, you can choose to sync articles from Zendesk instead.

  • Content which is currently available in the Knowledge Hub will display a green tick.

  • Synced content will show when it was last synced with the source (in this case Zendesk).


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