Overview

UserGuiding’s Intercom Migration feature simplifies transferring your published Intercom help articles to your UserGuiding Knowledge Base. Follow these steps for a smooth and hassle-free migration process.

Preparing Your Intercom Help Center for Migration

Before starting, complete the following steps to ensure your Zendesk Help Center is ready for a seamless migration:

• In your UserGuiding Knowledge Base, you can configure the Custom Domain and enable/disable the Search Engine Indexing. This way, all articles will be searchable in UserGuiding after migration, depending on your preferences.
• Ensure that all your articles are organized correctly in Intercom collections and sub-collections. This will help retain the structure within UserGuiding.

The Migration Process

To initiate the migration from Intercom to UserGuiding:

• Go to Knowledge Base > Articles in UserGuiding.
• Click on the Import icon.
• Select Import from Intercom.

• Enter your Intercom Access Token, which serves as the unique identifier for your account. You can find the token using Intercom's Authentication Guide.
• Based on your account’s region, choose the appropriate API endpoint:

US: api.intercom.io

EU: api.eu.intercom.io

AU: api.au.intercom.io

• Click Migrate to begin the import process.
• UserGuiding will verify the provided Intercom Access Token subdomain before beginning the import.
• The system will gather and import all published Intercom articles, maintaining the original content structure.
• Once the migration is finished, go to Categories & Articles in UserGuiding to view your imported content.

How Content is Organized in UserGuiding

UserGuiding mirrors the content hierarchy from your Intercom Help Center for an organized Knowledge Base:

• Collections in Intercom will be imported as Categories in UserGuiding
• Sub-Collections in Intercom will be converted to Subcategories in UserGuiding
• Articles will be placed within their corresponding categories and subcategories.

Important Notes

• The duration of the migration can vary depending on the number of articles and the complexity of your content. Once the process is complete, you will receive an email notification.
• Only published articles that are public will be migrated from Intercom to UserGuiding. To import specific articles, we recommend manually copying and pasting them into the UserGuiding Knowledge Base.
• UserGuiding doesn't offer real-time syncing. Once the migration is complete, any changes made in Intercom Help Center will not be reflected in UserGuiding.
• UserGuiding supports all languages Intercom provides, as long as they’re enabled in your UserGuiding account. If your Intercom Help Center has articles in multiple languages, ensure these languages are also added in UserGuiding > Localization and Knowledge Base Languages. This will enable your multilingual content to be displayed correctly after migration.