Create articles and configure the Help Center library – Chile

Objective:

The article aims to provide a detailed guide to configure and customize the Help Center in Intercom. It focuses on step-by-step instructions on how to create and publish articles, configure the help library, and customize elements such as style, footer, and the automatic table of contents, ensuring the Help Center reflects brand consistency and is an effective tool to provide support and information to collaborators.

Scope / Limitations:

This article is intended for administrator users of Servicio al Colaborador who have an Intercom account. It is limited to configuration and customization within the Intercom platform and does not cover integration with other external tools or platforms.

Definitions:

Articles: With this feature, you streamline technical support for your collaborators. You automatically suggest articles that address common questions, allowing collaborators to resolve their doubts by themselves before starting a chat. Easy creation and sharing of articles during live conversations makes it possible to provide information to collaborators in real time, and you can also collect valuable feedback to continuously improve your content.
Collections: Folders that allow you to organize articles and make them easily accessible
Help Center: Public website where articles are stored

Create articles:

To create articles you must sign in to Intercom and click "Centro de ayuda" (Help center) in the side menu. Click "Nuevo artículo" and draft the article; you can use the text tools and add images, videos, tables, files, etc.

Then you can select "Save" to save it as a draft or "Publish" to make it publicly accessible.

To publish articles to the library, simply add them to a collection. Click "Collections" and then "Add collection". When creating the new Collection, you must give it a name, choose an icon, click "Add" and select the necessary articles.

To configure and customize the help library, go to "Settings" and click "General". There you can review all available settings which include:

Supported languages:To choose a default language
Website publishing:When you're ready to get started, this is where you can publish and activate the public website for the Help Center.
Domains: When you publish the Help Center, the content becomes available through an Intercom domain by default. So first make sure your Help Center is enabled.Then, go to "Help Center settings", then "General" and select "Domains" to obtain the default URL for your Help Center. We recommend sharing the Help Center URL in a post or quick action in the Communications module.
Analytics:To integrate Google Analytics with your Help Center and get insights into your visitors' behavior, you only need your GA4 measurement ID.
Privacy:If you want articles to be available only to signed-in users, enter a link to your login page. If a visitor attempts to view a user-only article, they will be prompted to sign in via a link to that URL.
Integrations:You can set up synchronization between Intercom articles and Zendesk
Social media image:You can upload a favicon; this favicon appears before the title in your collaborators' browser tab when they visit the Help Center website. You can also upload a social media image. The social media image appears when your Help Center or its articles are shared on Facebook, Twitter, or any other social platform.

Then, to style your help library, click the "Style" tab within "Settings" where you can change:

Text background color:When changing the background color in this section, you will notice it is applied to the entire Help Center, including the homepage, collection, article, search, and error pages.
Action color:It is used in buttons, links and other elements. Choose between the "Card" design style (creates a frame around sections) or "Floating" which applies to Collections and Articles on all pages.

Border radius:Adjusts thecurvature of the sections.
Primary font:Used in welcome messages, titles and headings.
Secondary font:Used in descriptions, the main body text of articles, and other text.
Multiple custom fonts:Upload custom fonts that match your brand identity.
Show article authors:Check this option if you want the name of the person who wrote the article to appear.

Access the "Header" option within this section to customize the top header, which can include the organization's logo, the page title or your organization's name, as well as any links related to the header.

Within the "Help Center settings" section and then "Style", you'll find the "Hero block" option. Through this feature, you can add user attributes to the welcome message on the homepage of your Help Center.

You can also change the background and text color where, first,the background color you select will affect the following elements:

The color of the avatar icon (when no image is available)
Links within articles.
The color and gradient of the hero block, or the uploaded images.
The blurred background (if a color gradient is used).

Secondly, the text color you choose will apply to:

Links in the hero block.
Text in the search bar.

In "Height" select the desired height for the header on the Help Center homepage. You can choose a minimum height of 245 pixels and a maximum height of 600 pixels.

For the search bar you can choose among three different sizes and then select the alignment, horizontal or vertical.You can also select a "Border radius" for the search bar. Minimum 0 pixels and maximum 30 pixels.

Within the "Settings" section, go to "Style" and then select "Layout and sections". From here, customize how Collections are presented and enable the option to enable the Articles and Posts Portal on the homepage. Click "Edit" to configure each of them according to your preferences.

Articles section:In this section you can customize the layout of this area, set a title, and select the articles that will be displayed in it.
Content section:You can add a section with a title and description, and you can also include a button linked to a specific URL.
Collections section:You can define the layout, style, and color that will apply to the article folders section.

On the "Help Center settings" page, go to the "Style" section and select "Collections page". From here, you can choose to show or hide content descriptions on the Collections page. Hiding descriptions simplifies browsing your articles, while showing descriptions helps collaborators understand what to expect within that collection.

Within the "Help Center settings" section, go to "Style" and select "Article page". From here, you can choose to enable the function that will automatically generate a table of contents in each article using H1 or H2 headings found in your articles where tyou will also be able to display up to 5 related articles below each article in your Help Center, under "Related articles".

Within the "Help Center settings" section, go to "Style" and then select "Footer". From here, you can fully customize the Help Center footer to match your brand identity. You can add the logo, contact information, social media links, and other footer links.

Once you've selected the desired settings, simply click "Save and set live", and that's it. Your collaborators will be able to use the Help Center and browse for answers to their questions.

Required modules:

Base:Gestión de personas
Add-ons:Servicio al colaborador

Keywords:

Articles, help center,libraryof articles, design, brand, font, text, color, Intercom, publishing, collections.