Installing and Using the Intercom Messenger App

With the introduction of the Intercom App Store, we've created our very own Messenger app. With it installed, your customers and your support team can do a ton of things inside the Messenger.

Your customers can:

  • Search your knowledge base in multiple languages
  • Read article short versions or full articles

Your support team can:

  • Add article cards to the Messenger home screen
  • Send article cards to customers from inside the composer
  • Insert article cards into auto messages

Installing the HelpDocs Intercom Messenger App

Before adding searchable cards on the Home screen or sending article cards to customers, you'll need to install the HelpDocs app for the app store. It's super easy and shouldn't take more than a few minutes.

  1. Head to the Intercom App Store and search for HelpDocs (or click here)
  2. Click Install Now
  3. Click Connect to grant permissions, then follow the instructions to connect to HelpDocs
  4. Click Messenger in the left navigation
  5. Click Add Messenger home apps
  6. Click + Add an app and choose which type of card you'd like to add
    1. Add a Searchable Card to the Messenger Home
    2. Add a Specific Article Card to the Messenger

Add a Searchable Card to the Messenger Home

Empower customers to help themselves before they get in touch with your support team. With the searchable card, customers can search your HelpDocs knowledge base without leaving the Intercom widget.

  1. Click Messenger in the left navigation
  2. Click Add Messenger home apps
  3. Click + Add an app
    1. Select HelpDocs from the list
    2. Click Add a searchable widget
  4. Hit Save and set live

Add a Specific Article Card to the Messenger Home

Point visitors or customers to specific articles that might help them succeed with your product.

  1. Click Messenger in the left navigation
  2. Click Add Messenger home apps
  3. Click + Add an app
    1. Select HelpDocs from the list
    2. Search for the article
    3. Click the article you want
  4. Hit Save and set live

Share Articles to Customers from the Composer

Helping out a customer but need to point them towards a specific article? We've got good news—you can search for it and send it to them in a lovely little card. It'll include the short version and a button to the article.

Fill in short versions of your articles for even quicker instructions for customers 🐇
  1. Within the composer, click the Add a Messenger App button
  2. Select HelpDocs
  3. Search for the article you want to send
  4. Select it and hit Send when you're ready 🤩

This is how customers will be able to interact with the article card:

Insert Article Cards into Auto Messages

You can insert lovely little article cards into your auto messages—great for campaigns to educate customers on using your software.

  1. When in the text editor, click the + button to add a new element
  2. Select Insert App
  3. Choose HelpDocs
  4. Search for an article
  5. Select the article you want to include

Customize Strings Within the App

There are four strings of text within the app. Good news is they're both customizable, so you can write whatever takes your fancy. First off, head to Settings > i18n. Then change the matching strings.

Here's which field you'll need to change for each string:

  1. Change Custom 1
  2. Change Help me with...
  3. Change No articles found
  4. Change Custom 2

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