Friction-triggered help article promotion
Trigger the relevant help article from the product right before a known friction step so the answer meets the job while the user is still trying to finish it.
Why this can grow a startup
A good article still gets missed if the user has to leave the task to go hunting for it. Triggered article promotion closes that gap. It moves support content from passive library to active workflow aid, which improves self-serve completion and gives the same page a better chance to collect useful traffic and links over time.
Company example
Intercom's guidance suggests sending a help article before a specific milestone, such as when a customer reaches their third project, so the article arrives at the moment the question is likely to appear.
Source and metric
Source: Intercom Help · Browse Intercom Help tactics
Intercom's example is a triggered article sent when a user reaches their third project
Source discovered: May 27, 2026
When to use it
Use this when Product, Support, Activation is relevant to contextual help, activation, support-led growth and you can run a bounded test with a low budget.
When not to use it
Do not use it as a substitute for customer evidence, a clear owner, or a measurable stop condition. Local platform rules and market behavior still need checking.
Founder checklist
- Read Intercom Help and identify what is directly supported.
- Choose one channel context: Product, Support, Activation.
- Define the test around Intercom's example is a triggered article sent when a user reaches their third project.
- Set an owner, evidence window, and stop condition before launch.
Explore the context
Apply this with an operator
Choose product surfaces that compound distribution without hiding weak activation or retention.