What is a public article?
All articles and contents in Intercom are called Knowledge, a centralized system for managing content that supports human agents, AI agents, and self-serve support.
Public articles are a type of content in Knowledge visible to customers.
TIP: For more details, please refer to the official Intercom article: Knowledge explained
How to create a public article?
To create a public article, follow the official guidance here: Create and manage public articles. It's already straightforward and clear.
How to edit a public article?
Editing a public article is a simple process that can be done in just a few steps. Whether you need to update information or fix a typo, you can easily make changes to any public article in Knowledge. Follow the steps below to learn how.
First, you will need to locate the article you want to edit. You can do this by navigating to the Knowledge section of your account and searching for the article by title or keyword. Once you have found the article, click on it to open it.
Once the article is open, you will see an 'Edit (Pencil)' button at the top of the page. Click on this button to begin editing the article.
Now that you are in edit mode, you can make any necessary changes to the article. This can include updating text, adding images, or changing formatting. Take your time to make sure all changes are accurate and reflect the information you want to convey.
Once you are satisfied with your changes, click the 'Save' button at the top of the page. This will save your edits and update the public article for all users to see.
How do you close an article and return to the article list?
To close an open article page and return to the article list page, simply click the 'Close' (X) button at the top-right corner of the open article. This is very easy, but the button may be overlooked by new users, so I think it's still useful to mention it here.
How to restrict an article for signed-in customers?
To restrict an article to signed-in customers or only specific customers who meet certain conditions, please follow this official guidance: Target a public article to a specific audience.
TIP: For more details, please refer to the official Intercom article: Control who can see your public articles.