Centralize your content for AI and human support
Configure and optimize all of your support content sources in one central knowledge management system.
Create, manage, and optimize all of your content with one tool
Fuel your entire support ecosystem with consistent, accurate, and fully optimized support content to deliver better performance across AI, agent, and self-serve support.
Bring your sources together
Organize and manage your content at scale
Improve performance with content optimized for AI
A single tool for every content source
Content sources
Includes: Guru, Confluence, Notion, Zendesk, PDFs, and websites.
Content types
Includes: Public articles, internal articles, snippets, past conversations, and webpages
Helpdesk Updates
Over 60 improvements to the helpdesk you use everyday
The features you've been asking for and improvements you'll notice every day.
20 Updates Shipped
Inbox
- Composer drafts
- Translation quality feedback
- Side conversation notifications
- Edit sent notes
- Unassign unsnoozed conversations
- Auto-unassign when away
- SLA sorting (FRT, NRT, TTC, TTR)
- Skip away mode in Round Robin
- Company pop-over with ID, copy, and open
- Side conversations export
- Bulk edit admin statuses in Realtime Dashboard
- Delete user notes
- Channel indicators on conversations
- Search in Views
- Duplicate a View
- Inbox assignment limits
- Conversation events UI updates
- Slack side conversations
- Invite configuration for team inboxes
- Delay send / undo send
11 Updates Shipped
Phone
- Call transfer to workflows
- Warm transfer to team
- CSAT for outbound calls
- Phone numbers for brands
- Recording consent (GDPR)
- Default outbound phone number
- Default outbound numbers for callbacks
- Quick reply stored on conversations
- Country-specific dial tones
- Enhanced call lifecycle and assignment visibility
- 11 new call metrics
10 Updates Shipped
Data Foundations
- Data Connectors: pre-signed URLs
- Data Connectors: pre-configured OAuth providers
- Data Connectors: Execution Results API
- Data Connectors: health metrics
- Data Connectors: authentication improvements
- Data Connectors: action dependency observability
- Activity Log Event Types API
- Azure Blob Storage for conversation data export
- Shopify onboarding for new signups
- Public API v2.15
23 Updates Shipped
And many more
- Split delete permissions (replies vs notes)
- Macros permissions (create, edit, delete)
- Inbox permissions (trigger data connectors, reassign when away)
- Teammate profile permissions (edit own, edit others)
- Conversation permissions (participants, merge, creation)
- BPO permission restrictions (GDPR visibility control)
- Select ticket state when converting
- Change ticket type after creation
- Require ticket attribute on close
- Track ticket state transitions in API
- Tickets Portal: restrict user visibility
- Push notification management per device
- Holiday office hours
- Attachments improvements (bulk upload, carousel, grid)
- AI titles in Messenger
- Email recipients status
- Native Discord integration with Fin
- Scheduled external reports (GA)
- Ticket time to resolve in office hours
- Workspace avatars
- Disable team mentions at workspace level
- New macro actions: re-open conversation & set ticket state
- Conversation auto deletion
A central knowledge management system you can trust
Previously we’ve been managing content in lots of different locations which made it a nightmare to update and maintain. Intercom’s Knowledge Hub has made it so easy to see and manage everything that our support team needs in one place and has made our lives so much easier."
We have so much content in so many different formats that we were concerned of the overhead of having to manage them all and configure them correctly to use with AI, but the Knowledge Hub made that so easy with the different filters and bulk actions we could take."
We were initially a little hesitant to sync our content with Intercom because we weren’t sure if all the different content formats would be supported, but we were impressed with how well the syncing with our other tools worked."
FAQs
Knowledge Hub is Intercom's central knowledge management system for creating, managing, and optimizing all of your support content in one place. It brings every content source together, from synced platforms to articles and snippets, so your knowledge base powers consistent, accurate answers across Fin AI Agent, Copilot, and self-serve support.
Better content means better answers. Knowledge Hub lets you review which content performs best, fill gaps using past conversations, and control exactly what Fin AI Agent and Copilot can use, so your content stays accurate and effective. With well-optimized content, Fin resolves 76% of support questions on average, and many customers see 85%+. Learn more about Copilot in the Inbox.
Knowledge Hub syncs and imports support content from external platforms including Zendesk, Guru, Confluence, and Notion, plus PDFs and public websites. You can also create new content directly, including public Help Center articles, internal articles, and conversation snippets, so every source lives in one place.
Organize content with folders and subfolders, then search and filter by criteria like content type, author, date, or Fin availability to find exactly what you need. Take bulk actions to update Fin availability, audience, folder location, or languages across many pieces of content at once.
Yes. You choose which content can be used by Fin AI Agent, Copilot, and your Help Center, so AI and self-serve support stay safe and accurate. Set availability per piece of content or apply it in bulk, and target specific audiences for both internal and public articles.
Yes. Knowledge Hub supports content in 45 languages, and you can bulk-edit languages across multiple pieces of content at once so your Help Center content serves a global audience.
Start a free trial to set up Knowledge Hub in minutes. Sync your existing content from tools like Zendesk, Confluence, Notion, and Guru, or create new content from scratch. You can also view a demo to see it in action.
