Intercom Knowledge Base

Connect an Intercom Help Center, choose its content, and keep AGO knowledge synchronized

Import published Intercom Help Center articles into AGO knowledge. Customers can keep reading your existing Help Center while AGO uses its content to answer questions.

Create a knowledge source

Open Knowledge → Sources → Create, name the source, and choose Intercom. The Intercom configuration provides two connection methods:

Method	What you need
Private app API token	An Intercom private app token with read access to Help Centers and Articles. Choose the workspace’s United States, Europe or Australia region.
Public Help Center	A publicly accessible Intercom Help Center, including a custom domain. Paste its full HTTPS home URL, such as https://help.example.com/fr/, or enter an intercom.help subdomain such as your-company. No token is required.

For API access, create a private app in the Intercom Developer Hub and enter its access token in the source’s API key field. Tokens are stored encrypted and are not displayed again. Leave the token blank when editing to keep the saved token.

Switching to Public Help Center and saving removes the saved token. To switch back to API access, enter a token again.

For a custom domain, choose Public Help Center and paste its home URL into Help Center URL or subdomain. Leave the language blank to use the language in that URL. Use the Help Center home page, rather than a collection or article URL.

If your Help Center is under a path such as https://example.com/help/en/, include the full path and language. Selecting another language keeps the /help/ prefix.

Test the connection and choose content

1. Select Test connection and load collections. You can test a new token before saving, or test the encrypted token on an existing source. In public mode, this loads the main collections from the home page; their nested collections are discovered during synchronization. To select a specific nested collection directly, enter its ID in Collection IDs.
2. If the workspace has several Help Centers, choose the intended one and test again. AGO does not automatically choose the first center in a multi-center workspace.
3. Leave Collection IDs empty to import all collections, or select collections from the list. You can also enter comma-separated IDs. Selecting a collection includes its nested collections.
4. Choose whether to import collection descriptions and published articles. Keep at least one enabled.
5. Select Save. Testing reads the connection and available collections; it does not import documents.

Articles belonging to another Help Center are excluded. In a multi-center workspace, standalone articles whose Help Center cannot be identified are also excluded.

Choose a language

Enter a language code, such as en, fr, or pt-BR:

• API access: leave the field blank for the default Help Center language. With a language selected, AGO imports that published translation. Unpublished or unavailable translations are excluded.
• Public Help Center: the language selects the public Help Center pages to read. An empty language uses the language in the home URL, or en when only a subdomain is provided. An explicit language code overrides the URL’s language.

Create separate sources when you want independent sync schedules or access settings for different languages.

Sync and use the knowledge

On the source page, select Sync. AGO imports article text, converts its formatting, and keeps original article links. With collection import enabled, AGO uses the collection hierarchy and article order available from Intercom; older public Help Center layouts may not preserve them. In public mode, images and linked files stay hosted on the Help Center: AGO keeps their URLs and downloads only article pages for indexing. Relative image and file links are converted to full URLs. Their display depends on the original files remaining publicly accessible. In API mode, embedded images are downloaded when accessible; the article keeps its original image references.

Use the source’s scheduling settings for automatic sync. The standard source controls show progress, cancellation and sync history. During retrieval, the history shows the current page or article count. During saving, it shows document progress. Collection filters are applied before article bodies are fetched. Public article pages are retrieved up to four at a time; cancelling stops new reads and waits for requests already in flight.

Subsequent successful syncs update existing documents in place and remove documents that are no longer in the selected published content. Changes to language or collection selection take effect on the next successful sync.

A failed content fetch stops the sync before obsolete documents are removed. Correct the reported error, then sync again. A public home page with no recognized collections or article links causes a failure. Malformed collection data also stops the import.

Review the source’s visibility settings and include it in the intended agent’s knowledge selection. See Knowledge Source Management.

Troubleshooting

Connection test or sync fails

Check the token, Help Center and Article read permissions, selected data region, and Help Center ID. For public access, check the URL or subdomain and language. A revoked or unreadable token needs to be replaced; AGO does not silently switch an API source to public access.

Intercom is rate limiting requests

AGO briefly retries rate-limited reads. If Intercom continues rejecting requests, the sync fails and keeps the existing knowledge. Wait for the limit to reset and retry, or reduce how often the source synchronizes.

An article is missing

Check that it is published in the selected language and belongs to the chosen Help Center and collection scope. Drafts, unpublished translations and content outside the selection are excluded. Current Intercom APIs organize content using nested collections; use collection IDs to select them.

A public site no longer imports

Check that its pages remain publicly accessible at the configured domain and that the language path exists. The importer stays on that domain and language path. A login page, redirect or changed layout can prevent import; enter the final HTTPS home URL if the original address redirects. Use API access for owned content that public scraping cannot read.

Pause or disconnect

Disable automatic sync to pause scheduled imports. Cancel any active sync and wait for it to finish. Existing imported knowledge remains available while synchronization is paused.

To disconnect completely, remove the source through the standard source controls and revoke its private app token in Intercom. Removing the source also removes its imported documents, so update the agent’s knowledge selection as needed.