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Sometimes community members are looking for an answer to a question that has never been asked on your community, but is available on your Intercom Help Center.

Using our federated search integration with Intercom, your community members will be able to simultaneously search through your community content AND Intercom Help Center. Saving them valuable time and increasing your self-service resolution rate.

This guide covers how to activate federated search on your community.

First, make sure you’ve installed the Intercom app on CC:

To install Intercom App please see this article

 

How To Setup The Intercom Federated Search Integration

  1. Select Integration tab 
  2. Select Intercom Federated Search
  3. Select Enable Intercom Federated Search toggle

All done.

 

To Setup The Intercom Create Conversation Integration please see this article

​@Aleksandra few questions please:

  1. Does this integration only bring in content from the default Help Center in Intercom or all Help Centers within the instance it’s connected with?
  2. Does the content only get brought in if it’s indexable i.e. with a meta tag of "index, follow"?

Thanks,

Lakshmi

Hi ​@Lak2025 

  1. It will connect to the intercom instance that you authorize to connect with in the installation step
  2. Regarding the content being fetched: We pull in all content that's returned by the Intercom API endpoint. You can see the full details of what the API returns in the documentation here: Intercom API Documentation . We don't add any filtering on our end. Our search engine indexes what you explicitly provide it via your setup as a federated search from external source. The meta tag "index, follow" is not an automatic filter unless you build that into your process.
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