Beginner
How to create help center snippets on Intercom
Quick Answer
Help center snippets in Intercom are reusable blocks of content that can be inserted into multiple articles. Create them by navigating to Settings > Help Center > Snippets, then add your content and save for use across articles.
Prerequisites
- Active Intercom account with help center enabled
- Admin or content editor permissions
- Basic understanding of HTML formatting
- Existing help center articles or content
1
Access the Help Center Settings
Log into your Intercom workspace and click on Settings in the left sidebar. Navigate to Help Center and select Snippets from the submenu.
Tip
You can also access snippets directly while editing an article by clicking the snippet icon in the editor toolbar.
2
Create a New Snippet
Click the New snippet button in the top right corner of the snippets page. This will open the snippet creation dialog.
3
Add Snippet Details
Enter a descriptive Name for your snippet that will help you identify it later. Add relevant Tags to organize your snippets by category or topic for easier searching.
Tip
Use clear, descriptive names like 'Contact Information Footer' or 'Refund Policy Warning' to make snippets easy to find.
4
Write Your Snippet Content
In the Content field, write or paste your reusable text. Use the formatting toolbar to add bold, italics, links, lists, and other formatting. You can include HTML tags like
<strong>, <ul>, and <a>.Tip
Keep snippets focused and modular - they work best when they contain one specific piece of information or instruction.
5
Preview Your Snippet
Click the Preview button to see how your snippet will appear when inserted into articles. Check that all formatting displays correctly and links work properly.
6
Save and Publish
Click Save snippet to create your snippet. It will immediately be available for use in any help center article across your workspace.
Tip
Snippets are automatically synced across all editors, so team members can use them right away.
7
Insert Snippet into Articles
When editing an article, place your cursor where you want the snippet. Click the snippet icon in the editor toolbar or type
/snippet to open the snippet picker. Search for your snippet and click to insert it.Tip
Use keyboard shortcut Ctrl+/ (or Cmd+/ on Mac) to quickly access the snippet picker while writing.
8
Manage and Update Snippets
Return to Settings > Help Center > Snippets to edit, delete, or organize your snippets. Changes to snippets will automatically update in all articles where they're used.
Tip
Regularly review and update snippets to keep information current across all your help articles.
Troubleshooting
Snippet doesn't appear in the picker
Check that you have the correct permissions and that the snippet was properly saved. Try refreshing the page and searching again using different keywords or tags.
Formatting looks different in articles
Preview your snippet before saving and ensure HTML tags are properly closed. Some formatting may be overridden by your help center's CSS theme settings.
Can't edit or delete snippets
Verify you have Admin or Content Editor permissions in your Intercom workspace. Only users with these roles can manage help center snippets.
Snippet content not updating in articles
Clear your browser cache and refresh the article editor. If the issue persists, try removing and re-inserting the snippet, as some cached versions may need to be refreshed.
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