You can Edit an article directly in Help Center Translate and then Save to Intercom to push the changes to Intercom.
You can also make changes in Help Center Translate and save these for review. Save for review saves your changes locally without saving the changes to Intercom. When using Save for review, the article displays in the Articles page and in the Article View in Help Center Translate with the status Under Review, This Under Review status is separate to any of the review statuses in Intercom and saving an article "for review" in Help Center Translate saves the changes locally without pushing anything to Intercom. Running a Quick Sync or a Full Sync will not remove the locally saved versions of any articles that are Under Review.
When making changes in the Editor, you also have the option to Rollback from Intercom. This loads the latest version from Intercom and any changes made locally in Help Center Translate will be lost.
You can also use the Rollback from Intercom or Save to Intercom (to push the changes to Intercom) for more than one article from the Articles page. Refer to Bulk Actions - Change Article Status, Rollback from Intercom and Save to Intercom.
The Edit function is accessed with the Edit button from the Article View in Help Center Translate. The Editor provides many options that are not available in the Intercom editor.
Also, from the Article View and from the Articles page, for both Published and Draft articles, click the Edit icon next to the Intercom ID to open Intercom with the article title automatically added to the search bar in Intercom.
From there you can search for the article and edit it in Intercom. you can click the Edit icon to open the article directly in edit mode in your Intercom Help Center.
In this Article
Displaying the Editor
Using the Editor
Making a Change to the Title
Adding and Editing Images, Links and Media
Save to Intercom, Save for Review, Rollback from Intercom or Preview
Reviewing and Editing a Translation of an Article
Displaying the Editor
- In the Articles page, click anywhere on the row for an article to display the Article View on the right-hand side.
- From the Article View, click Edit.
The content of the article displays in the editor.
To redisplay the article, click the Back to article link.
Using the Editor
You can change text directly in the editor. Use the tools and the menu at the top of the article content to access the editor functions.
There are also shortcut keys you can use for formatting, such as Bold or Italic. The Help lists the shortcut keys and you can also display the Help with Alt+0.
You can also use the Find and Replace function from the Edit menu in the Editor to find and replace text in the article content.
This does not find the search text in the Article Title (refer below to Making a Change to the Title).
When you click Save to Intercom, the changes made to the article are updated to Intercom.
Making a Change to the Title
To make any changes to the Article Title:
- Click the Edit icon next to the Title.
- Make the changes.
- When you click Save to Intercom, the change to the Title is updated in Intercom.
Adding and Editing Images, Links and Media
The Insert menu of the editor holds the options to add and edit an Image, Link or Media.
For a Link, you add this as the URL of the article in the Intercom Help Center and you can copy and paste this from an existing Link.
The Title is the text that shows in the link and you can select whether the link opens in a new tab or the current window.
For Media, you add the image as a link to this image.
For Media that is a video, add the URL of the video.
Save to Intercom, Save for Review, Rollback from Intercom or Preview
When changes have been made, you can click Save to Intercom and you can select to save the article as "Published" or "Save as Draft".
You can also select Save for Review or Rollback from Intercom.
- Save to Intercom saves the changes and updates them to your Intercom Help Center. You can select to save the article as "Published" or "Save as Draft".
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Save for review saves your changes locally without saving them to Intercom. When using Save for review, the article displays in the Articles page in Help Center Translate as in the example below, and the status shows as Under Review in the Article View, but the Review Status is not changed in Intercom.
- Rollback from Intercom when confirmed loads the latest version from Intercom and any changes made locally in Help Center Translate will be lost. If the article had been set as Under review in Help Center Translate, the Rollback will also remove this status.
Reviewing and Editing a Translation of an Article
You can check, edit and save a translation of an article directly in Help Center Translate from the Article View.
If you have selected in the Translate to Save translations locally for review, the translation will show with the status of "Under Review".
When using the Edit function to edit the translation of an article, you can then do one of the following in the same way as any other article:
- Click Save to Intercom to save and push the changes to Intercom either as Draft or Published.
- Click Save for review to save the changes locally without saving to Intercom.
- Click Rollback from Intercom to reload the article from Intercom.