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Intercom

Connect Intercom so Mention can learn from your Help Center — the published articles your team has already written for customers.

What gets synced

Mention discovers Help Center content in the Intercom workspace you connect:

  • Help Center articles — each published article is imported as a readable document.
  • Help Center collections — each collection also appears in the asset list as its own placeholder document, alongside an "Intercom Help Center" root item, providing the structure (paths) those articles sit under.

Articles and collection placeholders all come in as document assets, so each counts toward the activation limit. Paths in Mention reflect how articles are organized into Help Center collections in Intercom.

How to connect

  1. Add Intercom as a source in Mention.
  2. Sign in to Intercom and approve access for the workspace you want to use.
  3. After the connection succeeds, browse the listed articles and choose what to activate.

Your organization can connect one Intercom workspace to Mention. Full steps: Connecting sources.

Things to know

  • You need access in Intercom to see content for it to be available through the connection.
  • Only published Help Center articles are imported. Drafts stay in Intercom.
  • Mention imports the article's published body and uses the collection hierarchy for organization.
  • Access rules apply per first two levels of the collection hierarchy: every article under the same second-level collection is one scope you can restrict to chosen audiences. See Source access.

Sync behavior

Intercom tells Mention as soon as a Help Center article changes, so edits usually land in Mention within a minute of being saved in Intercom:

  • Article created, updated, or published — Mention re-reads the article and refreshes what it has learned from it.
  • Article unpublished or deleted — the article is no longer eligible, so Mention removes it from your sources.

These events come from Mention's own Intercom app, which subscribes to the article topics in the Intercom Developer Hub. There is nothing to set up in your workspace beyond connecting the integration.

Intercom publishes no events for collections, so collection renames, moves, and hierarchy changes — and the article paths that follow from them — are picked up by the daily sync, which also recovers anything a missed event left behind. You can refresh manually whenever you need the latest structure immediately.

Activation limit

You can activate up to 2,000 documents per Intercom integration (articles and collection placeholders both count).