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Intercom - displaying community knowledge base items on intercom bot?

C

Hi! I have setup the intercom integration (use it for federated search which is great!). I am starting to explore though moving all help center articles that currently sit in intercom into our community.

One piece of functionality we need to fully make this switch -- having articles linked in intercom chat functionality. When people visit our website or chat in, we want these articles to be surfaced as self serve. Does this integration from Gainsight community forum to intercom work? Haven’t found any documentation so surfacing here!

Screenshot here of where we would want community knowledge base articles to display within intercom bot.

 

Best answer by emaynez

Great question @ChristineTT! If I’m understanding right, you want to know if articles from community can be surfaced in the messenger. To my knowledge that is only possible with customizing the messenger with Apps or News Articles. You can’t take articles from your community and surface them in the messenger any other way.

However, you can have Finn (the AI chatbot) reference your community and it will put together an answer and cite the source. With that in mind the customer will have to start a conversation with the chatbot and you’ll need to have Finn pointed at your community. Instructions on how to do that here.

@jnakano thanks for tagging me. We’re currently piloting this! 

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olimarrio
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  • olimarrio
  • Gainsight Employee ⭐️
  • 404 replies
  • January 23, 2024

Hi @ChristineTT 👋,

This functionality doesn’t come out of the box from the Gainsight CC <> Intercom integration but from what I’ve read I think it should still be possible to index Knowledge Base articles within the intercom chatbot. 

I think it might be best to ask Intercom as they will be more aware of the possibilities / limitations of using an external Knowledge Base in combination with the intercom chatbot. Let us know if we can support in any way! 😀

jnakano
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  • jnakano
  • Helper ⭐️
  • 14 replies
  • January 26, 2024

@emaynez Hey Elan! Wanted to tag you in this post to give you an idea of how others may be using their Intercom Chat bot + Community Federated Search + storing KB articles in the community directly. If you haven’t done so already, surfacing community content from the Intercom chat bot (in app) would be another tactic to drive traffic back to your community. Let’s discuss more on our next call! 

C
1 person likes this
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    ChristineTT
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  • emaynez
  • Helper ⭐️
  • 7 replies
  • Answer
  • January 26, 2024

Great question @ChristineTT! If I’m understanding right, you want to know if articles from community can be surfaced in the messenger. To my knowledge that is only possible with customizing the messenger with Apps or News Articles. You can’t take articles from your community and surface them in the messenger any other way.

However, you can have Finn (the AI chatbot) reference your community and it will put together an answer and cite the source. With that in mind the customer will have to start a conversation with the chatbot and you’ll need to have Finn pointed at your community. Instructions on how to do that here.

@jnakano thanks for tagging me. We’re currently piloting this! 

C
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    ChristineTT

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