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description=Intercom is a conversational and messenger-based business solution provider.It is a SaaS product that enables effective customer communication using chatbots, live messaging, etc.;

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Text of the page (random words):
intercom documentation index fetch the complete documentation index at https docs document360 com llms txt use this file to discover all available pages before exploring further quick start create an article review article publish article customize site invite users set up roles permissions track analytics eddy ai features for creators for readers for integrations key features multiple workspaces languages role based access control single sign on private hosting advanced editor templates variables snippets glossary drive file management custom fields interactive decision trees collaboration tasks custom workflow review reminder import export project site customization custom domain integrations extensions analytics feedback manager api documentation integrate with document360 manage your api docs release notes november 2026 12 11 1 october 2026 12 10 2 october 2026 12 10 1 help troubleshooting self service support ask for a feature community glossary search ctrl k press ctrl k to open search powered by intercom updated on nov 13 2026 published on may 26 2026 6 minute s read focus listen print copy page copy as markdown for llms view as markdown view the page as plain text open in chatgpt ask chatgpt about this page open in claude ask claude about this page article summary prev next the intercom helpdesk extension connects your document360 knowledge base to intercom so your support agents can search preview and share knowledge base articles directly within the intercom inbox without leaving an active conversation when a customer reaches out through intercom agents no longer need to open a separate browser tab search the knowledge base manually and copy a link back into the chat the document360 app is embedded directly in the intercom interface putting your entire knowledge base one click away during any live conversation agents can also create new knowledge base articles directly from intercom turning recurring support queries into documented answers without leaving the helpdesk note this article covers the agent side helpdesk extension for intercom inbox if you want to embed your knowledge base in the intercom messenger for end user self service refer to the intercom chat integration article when to use the intercom helpdesk extension your support team uses intercom inbox to handle customer conversations and needs fast access to knowledge base articles while responding without context switching you want agents to share relevant articles as part of their responses rather than writing the same answers repeatedly for common questions you want agents to contribute to the knowledge base directly from intercom when they handle a query that isn t yet documented so the answer is available for future conversations you manage a multilingual knowledge base and need agents to access content in a specific workspace and language depending on the customer they re supporting before you begin you must have an active intercom account only an admin or owner in document360 can set up the extension connect intercom to document360 navigate to connections extensions in the left navigation bar of the knowledge base portal under the help desks section locate intercom and click connect you are redirected to intercom if you are not logged in the intercom sign in page appears on the authorization page click authorize access you are redirected back to the extensions page in document360 click the edit icon on the intercom tile choose the workspace and language from the dropdowns the selected workspace and language are added to the document360 app in intercom search and share articles in intercom when a reader initiates a chat conversation in intercom you receive a notification in your intercom workspace from within the conversation agents can search and share knowledge base articles without switching tabs in the ticket response area click the document360 icon a search panel appears type a keyword or question in the search bar and press enter the top three relevant articles from your knowledge base are listed if there are more matching articles click see more click the intended article it is inserted into the chat as an article assistant click send or send and close the reader receives the article in the chat and can open it in a separate tab note when an article link is shared through the intercom chat assistant it opens within the intercom chat box rather than in a new browser tab create an article from intercom when agents handle a support query that isn t covered in the knowledge base they can create a new article directly from the conversation without opening the document360 portal the article is saved to the knowledge base immediately making it available for future conversations in the chat response area click the document360 icon next to the send button in the app assistant panel click create an article fill in the following fields article title enter a title for the article article body enter the article content category select an existing category from the dropdown click create article the article is created in your document360 knowledge base and is available for future use disconnect intercom to remove the document360 integration from intercom in intercom click settings in the left navigation sidebar open the integrations dropdown and select app store under manage click your installed apps locate the document360 app click the document360 app tile and scroll down to uninstall click uninstall the integration is removed from your document360 portal best practices search for articles before creating a new one agents often reach for create article when a relevant article already exists a quick search first prevents duplicate content in your knowledge base keep article titles descriptive when creating from intercom the title you enter becomes the article s permanent title in document360 so password reset not working is more useful than new article assign new articles to the most specific relevant category broadly categorized articles are harder for other agents and readers to find later use send and close when sharing an article that fully resolves the conversation it keeps your inbox clean and signals to teammates that the query is handled set the correct workspace and language in the extension settings for your team if your agents support multiple languages ensure they select the right workspace before searching so results match the reader s language encourage agents to share article links over copying and pasting article content into the chat shared links always reflect the latest version of the article while pasted content can become outdated if the article is updated later considerations the intercom helpdesk extension supports one document360 workspace and one language at a time when agents need to access content from a different workspace or language they must edit the extension settings and change the selection before searching to change the active workspace or language navigate to connections extensions in the left navigation bar click the edit icon on the intercom tile select the required workspace and language from the dropdowns save your changes the updated selection takes effect immediately in the intercom sidebar if your team regularly supports readers across multiple workspaces establish an internal process for agents to switch workspace settings before starting a session for a different audience faq what is the difference between the intercom helpdesk extension and the intercom chat integration the helpdesk extension is for agents it lets support staff search and share knowledge base articles inside intercom inbox while responding to conversations the chat integration is for end users it embeds your knowledge base in the intercom messenger so readers can search for articles themselves before contacting support both can be enabled independently can i choose which workspace and language agents can access in intercom yes after connecting click the edit icon on the intercom tile and select the workspace and language from the dropdowns only content from the selected workspace and language will appear in the intercom sidebar why does a shared article open inside the intercom chat box instead of a new tab this is expected behavior for articles shared via the intercom chat assistant when an article link is sent through the assistant intercom opens it within the chat box rather than in a new browser tab this is a behavior controlled by intercom not document360 can new categories be created from intercom when creating an article no only existing categories are available when creating an article from intercom to create a new category do so in the document360 portal first then return to intercom to add the article under that category was this article helpful yes no previous article freshservice next article microsoft teams related articles freshdesk integrations extensions widgets integrations integrations extensions widgets other 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