Migrating from Intercom Articles: what actually happens to your content
When I decided to move off Intercom, the thing I feared most wasn't finding a new tool. It was losing years of content — articles, categories, screenshots, internal links — and spending weeks rebuilding it somewhere else.
Migration fear is one of the main reasons teams stay on tools they've outgrown. So when I built Multibase, I built the Intercom migration first.
Here is exactly what the migration does.
What gets imported
The importer connects to your Intercom account via API and pulls:
- All articles — full content, not just titles
- Category structure — your existing folder hierarchy is preserved
- Images and screenshots — downloaded from Intercom's CDN and transferred to your own S3 storage. You own the files after the migration.
- Internal links — links from one article to another are resolved automatically. If article A links to article B, the link updates to point to the correct URL in Multibase.
What you get at the end is a complete copy of your Intercom help center — content intact, images on your own storage, links working.
What you review afterward
The import creates everything as drafts. Nothing goes live until you publish it. This gives you a window to:
- Review articles for Intercom-specific phrasing or screenshots that reference their UI
- Update any content that was out of date before the migration
- Assign articles to the correct brand portals
In practice, 80–90% of articles need no changes. The ones that do are usually anything with a screenshot of the Intercom admin panel or a reference to "the Intercom support widget."
What the migration does not do
It does not migrate your live chat history, contact data, or support tickets. Multibase is a knowledge base, not a messaging platform — those parts of Intercom don't have a destination in a KB-only tool.
If you use Intercom primarily for Articles and have a separate live chat tool (or plan to), the migration is clean. If Articles is deeply integrated with your Intercom inbox workflows, you'll need to think about those connections separately.
How long it takes
The import itself runs in the background — typically 15–30 minutes for a few hundred articles depending on how many images need to transfer. After that: portal setup, domain connection, review. Most teams are fully migrated and live in under a day.
We're currently migrating Integrilla's own help center — incrementally, because we're optimizing each step for SEO, LLM discoverability, and time-to-find-answer. The import itself was fast; the time goes into reviewing content, improving structure, and making sure every article is findable by both search engines and AI assistants.
Try the Intercom importer — get early access →
Alex P. is Co-Founder of Integrilla.io. He built Multibase after failing to find an affordable white-label knowledge base for his own products.