Every in-app conversation begins with the Access Digital Assistant. It answers from the knowledge available to it, which is the reason the section on contributing knowledge matters to everyone, not only to the Support teams.
📌 Note: 'Access Digital Assistant' is the customer-facing name. Use it in anything a customer can see, including replies, articles, and release notes.
The Digital Assistant draws on:
Articles published in the Intercom help centre.
Snippets, which are short pieces of content closer to a note than an article.
Synced web pages, and connected external platforms such as Salesforce, Confluence, or Guru.
Past conversations, particularly those that were escalated to a person, because those confirm which fix actually worked.
When the Digital Assistant cannot resolve the query, or the customer asks to speak to a person, the conversation routes to the appropriate support team.
How your knowledge reaches customers
The Access Digital Assistant can only answer from what it has been given, so the quality of its answers is a shared responsibility across Access rather than a Support one.
Three points apply to everyone:
All new documentation goes directly into Intercom. The existing help portal is being decommissioned, and anything added there recently needs bringing across.
Knowledge held in personal files, local documents, or notes is worth contributing as a public article, an internal article, or a snippet. Once it is in Intercom, it is available to the assistant, to Copilot, and to every teammate.
Submit new content through the Digital CX chat. A Digital Support Engineer or Subject Matter Expert then reviews each submission and accepts or removes it, so contributing carries no risk of publishing something unchecked.