Intercom
  • 24 Mar 2022
  • 5 Minutes to read
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Intercom

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Intercom is a conversational and messenger-based business solution provider. It is a SaaS product that enables effective communication with customers using chatbots, live messaging, etc.


We have designed Document360 so that the users can configure third-party extensions such as Intercom without any complexity. You can use Intercom with Document360 to provide real-time support for your website users by searching and sharing articles (link or article content) from your Document360 knowledge base within the Intercom chat-box.


To enable the Intercom messenger integration in Document360, you will need an Intercom account and the Intercom workspace ID associated with that account. 

 

Intercom messenger integration + Document360 app

Intercom works hand-in-hand with the Document360 app. Document360 users can integrate the Intercom messenger on their knowledge base and add the Document360 app on their Intercom workspace to enjoy the full potential.


Basic setup guide

Acquiring the Intercom app ID

The app ID also referred to as the workspace ID, is a unique alphanumeric code assigned to your intercom application at the time of creation. 


There are two ways to acquire the app ID

  1. Login to your Intercom account
  2. Now in the page URL, you'd find the app ID after /apps/

(In the above example, you can see that the unique app ID is o8nqlawz)

(or)

  1. After logging in to your intercom workspace, place your mouse pointer on the profile icon on the bottom left corner of the navigation menu
  2. Click on Settings and select web under the Installation accordion ( Settings → Installation → Web)
  3. In the Basic JavaScript for website visitors code block, you can find the workspace ID after app_id:

Setting up Intercom messenger on a Knowledge base

  1. Once you have acquired the Intercom App ID, copy it 
  2. Head back to Document360 dashboard, go to Settings → Knowledge base site → Integrations
  3. Click on Add new integration button on the top
  4. Select Intercom from the list of integration options available
  5. In the description field, enter a name or any text
  6. In the Intercom ID field, paste the copied app ID
  7. Click Add



Once you've successfully integrated Intercom with the Document360 platform, the Intercom messenger icon will be added to your Knowledge base.


Installing Document360 app on Intercom

Visit the Intercom App store after logging into your Intercom workspace account. Search for the Document360 app, click on the Install button.

After the app has been successfully installed in your workspace, you would require an API key to complete the configuration. To obtain this API key from Document360, head back to the Document360 portal and follow the below steps.

API key generation on Document360

  1. Click on Settings → Knowledge base portal → Extensions
  2. Under the Helpdesk tab, you can find the Intercom widget
  3. Click on the (+) to generate a unique API token
  4. Click on the copy icon next to the generated token
  5. Paste the copied API token in Intercom to complete the integration 



Feature highlights

Search for and share articles in chat response

When a customer or website user tries to initiate the chat support conversation by clicking on the Intercom messenger icon on your web page, you will get a notification on the Intercom workspace. As usual, your support agent or you respond to the conversations from the Intercom workspace.

At any point in time, you feel the need to search and share an article with the user on the other end; click on the Document360 icon found on the chat response options in line with the send button.

  1. Once you click the icon, a small search window appears
  2. Type the keyword or question in the search bar and click the > button or press Enter
  3. The top three relevant articles from your knowledge base would be listed

  1. If there are more relevant articles click on the see more option
  2. Click on the intended article and it would be inserted in your chat window as a widget
  3. Hit either Send or Send and close button
  4. The customer receives the article widget
  5. When they click on the widget the article page would be opened in a separate tab

Now you can respond by either searching and sharing an article from the knowledge base (or) sending an Article search app widget in which the customers themselves can search for the articles from the knowledge base.

Article search app widget

When you click on the Document360 icon, a small search window appears. Without typing anything in the search bar, click on the Add search widget button.

Now, a search widget would appear in the chat window on the customer side. Customers can type in the search terms and find articles from the knowledge base using this.


Pro tip

The Article search app widget can be enabled by default and the greeting message when the website user clicks on the chat icon. This way, the user can search for and find answers to articles without starting a conversation with the support agent.



When a hyperlink of  an article is sent through the intercom chat widget, it opens in the intercom chat-box on the user-site, unlike previously where the hyperlinked article opens in a new browser tab.

01_GIF_Intercomnew_extensions


Create an article from Intercom and see it added in Document360

Apart from searching and sharing an article with the users, you or your agent might also need to add an article from the Intercom workspace to your knowledge base.


Follow the below steps to create an article in Intercom that directly reflects in your Document360 portal.


1. Click on the Document360 icon found on the chat response options in line with the send button

2. A small Document360 app widget opens, where you can find the Create an article option with two text fields and a dropdown field

3. Fill the fields

4. Click the create article button


This creates an article in your knowledge base portal in draft state.

How to connect search and create article intercom function with specific Document360 version and language?


Follow the below steps to select/modify specific version and language in your document360 knowledge base to connect with the intercom messenger.


1. From your Document360 portal, click Settings → Extensions → Helpdesk → Intercom

2. Select specific version and language from the dropdown and click the tick mark to save the changes (This enables the search and create article function from intercom to the specific version and language in  Document360 portal)

Removing Intercom messenger from website

Removing an integrated Intercom messenger from your website is a much simpler process compared to setting it up.

  1. Go to the Document360 dashboard, click on Settings and select the Integration option
  2. You’d find all the configured integrations on the integration overview page
  3. Hover mouse pointer over Intercom and you would find the delete (Trash) icon adjacent to the edit button
  4. Once you click the icon, you would get the Delete confirmation prompt, click Delete again
  5. The Intercom messenger would be removed from your website

How to Enable/Disable Integration?

Now you can turn on/off integrations on your knowledge base without completely deleting the integration. You can find a toggle bar for Status adjacent to each integration on the integration overview page. Click on the button to turn on/off the active integrations. 

To access the Enable/Disable articles,

1. Click, SettingsKNOWLEDGE BASE SITEIntegrations

 


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