Intercom Article Inserter and Telegram

Last updated May 10, 2026

Status as of May 10, 2026:

Interchat cannot fully support Article Inserter messages yet because Intercom does not expose the inserted article details through its webhook payloads or conversation API.

Please upvote the feature request: https://community.intercom.com/ideas/add-link-to-article-in-webhook-event-when-using-article-inserter-7783

Intercom lets teammates quickly add Help Center articles to conversations with the Article Inserter app.

This is useful for support teams because it lets them share relevant documentation without leaving the conversation composer.

However, when the message is sent, external integrations such as Telegram only receive the following webhook payload:

{
  "type": "conversation_part",
  "id": "12345678901",
  "part_type": "comment",
  "body": "<p class=\"no-margin\">Here is more information:</p>\n<p>[App: Article Inserter]</p>",
  // ...
}

The inserted article details are also not available through the Retrieve a conversation REST API endpoint:

{
  "type": "conversation_part",
  "id": "12345678901",
  "part_type": "comment",
  "body": "<p class=\"no-margin\">Here is more information:</p>\n<p>[App: Article Inserter]</p>",
  // ...
}

As a result, Interchat cannot forward the inserted article to Telegram. It can only forward the visible text and the placeholder returned by Intercom.

Until Intercom exposes the article title, URL, or ID in webhooks or the conversation API, the best workaround is to paste the article link directly into the Intercom reply.