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Knowledge

Intercom knowledge base

Path: Agent Studio → Knowledge → Sources → + Add Source → Help Center → Intercom

The Intercom connector syncs your Intercom Help Center articles into the agent’s Knowledge over the Intercom API, with no crawling. It authenticates against the API with an access token and keeps articles current as your support team edits them. Because it authenticates rather than crawls, it supports gated knowledge bases, which are commonly kept behind a customer login.

This is the Intercom knowledge connection. It’s separate from the Intercom support handoff, which lives in Integrations. See Intercom.

Before you start

Section titled “Before you start”
  • An active Intercom subscription with a Help Center and published articles.
  • An Intercom access token. Find it in your Intercom Developer Hub under Authentication. The token needs read access to Help Center content.

Connect

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From the knowledge article list, click + Add Source, choose Help Center, then pick Intercom. The connector opens a four-step wizard: Connection → Help center → Collections → Review. The Current configuration panel on the right tracks your choices as you go.

1. Connection

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Enter the source details and authenticate:

  • Source Name: a unique name for this source, so you can tell it apart from other connectors in the source list (for example, Main Intercom Source).
  • Intercom Access Token: paste the token from your Developer Hub.
  • Enable weekly auto-resync (optional). When on, the connector re-syncs your Intercom content every week so collections and articles stay up to date. Leave it off to sync only on demand.

2. Help center

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Once the token authenticates, pick which Help Center to sync. If your workspace has more than one, select the one whose articles the agent should draw on.

3. Collections

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Choose the collections to bring in. Select all of them, or narrow to the collections relevant to your agent so it isn’t retrieving from content it shouldn’t surface.

4. Review

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Confirm the source name, target Help Center, selected collections, and whether weekly auto-resync is enabled. Finish to start the first sync.

After connecting

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The source appears in the left sidebar under Websites / Help centers, and its articles populate the main article list with their Synced date. Confirm the expected articles pulled in before you rely on the agent to answer from them. See Validating & improving.

To refresh manually at any time, re-sync the source from its row. With weekly auto-resync enabled, edits your support team makes in Intercom flow in automatically once a week.

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