Public articles enable customers to self-serve and find support 24/7.
Teammates can also insert articles in Help Desk conversations, send them in Proactive Support messages, and use them to power the Fin AI Agent 💪
Build a comprehensive knowledge base
Once you've written your first few articles, you need to group them into collections to publish them on your Help Center (articles are only visible on your Help Center if they’re in a collection).
To make your content easy to find, you need to:
Organize your collections into topics that matter most to your customers - this will make your Help Center easier to browse.
Add short descriptions to each collection to optimize them for search, and to help people better understand what they contain.
Customize your Help Center to match your brand or use Multi Help Center for various products/brands.
Use Articles to power Fin AI Agent and Fin AI Copilot
Fin can use your Intercom Articles to hold conversations and provide AI Answers. As your Articles get better, Fin AI Agent does too—along with its rate of automated resolution.
For a public article to be enabled for Fin, it must be published, part of a live Help Center and in a collection.
For more tips on using public articles, visit our Help Center.