Copilot Actions can rewrite a folder of files from one plain-English brief. Your Intercom help center is a folder's worth of articles in want of exactly that, except they are live in front of customers, and there is no diff before a save goes out. So the refresh you want, rewrite every article in the new voice, cap the intros, fix the old plan names, ships one save at a time.
Scratch pulls the help center into a folder of articles. Copilot rewrites them on your laptop; Scratch shows every change as a diff; you publish only what you approve. The last 1%, what goes live to customers, stays yours, and conversations stay read-only throughout.
How it works
- Scratch pulls your help center into files. Every article lands in a folder on your laptop, one file each, with its title, body, and placement.
- Copilot edits the articles. Open the Copilot app on Windows and attach your Scratch folder to Copilot Actions. Describe the refresh in plain English and it works through the help center in its own agent workspace while you watch. Rewrite every article in the new brand voice and cap each intro at two sentences. Copilot works the files, never the live help center.
- You review every diff and publish. Back in the Scratch app, each change sits next to the original, word by word. Approve what ships, and Scratch writes only those articles through the Intercom API.
What people use it for
The help-center work that lags the product because each article is its own screen:
- Run a tone pass over every article after a brand or product change.
- Cap long intros and reorder so the answer comes first.
- Fix the articles that still name an old plan, price, or feature.
- Move articles into the right collections and sections.
- Clean up content migrated in from another knowledge base.
Run it on a few articles to feel the loop, then let it take the center.
Why not an MCP server?
An Intercom MCP server or app wires an agent straight to your live help center. One pass republishes every article at once, in front of the customers reading them right now.
Scratch gives Copilot the same reach against a local copy instead. The publish step is lifted out and handed to you. Copilot can change anything in the folder; only you can ship it. On a help center your customers actually read, that gap is the whole point.
What Copilot edits in Intercom
- Help center article title, body, and description
- Article state, draft or published
- Article hierarchy, parent collection or section
- Collection name, description, and icon
- Translated content
Conversations are pulled for context but stay read-only, and validators check length caps and required fields so an article never publishes broken. The full picture lives on Scratch for Intercom.
Questions people ask
Is this a Copilot plugin or an MCP server?
Neither. A plugin or an MCP would hand the agent the publish button. Scratch keeps it. Copilot Actions only ever sees files in the Scratch folder, and publishing is a separate step you approve, one article at a time.
Will it touch my customer conversations?
No. Conversations are pulled read-only for context. Copilot edits help center articles and collections, nothing in your inbox.
Can it keep my translated articles in step?
Yes. Translated content is in scope, so Copilot can carry an edit through each language you maintain, and you review every version as its own diff before it ships.
Can I roll a change back after it publishes?
Yes. Scratch keeps the original beside the rewrite, so every published article reverts per row. You decide which version stays.
How is this different from editing in Intercom or running a script?
Editing in Intercom is one article at a time, and a script writes straight to the live help center with no per-article approval. Copilot takes the whole refresh in one pass, and Scratch still holds every change for review before anything publishes.
Do I need to be technical?
No. Copilot Actions takes a plain-English instruction, so there is no terminal and no editor. You attach the Scratch folder, describe the change, and approve the diffs in the Scratch app. You do need the Copilot app on Windows.
See it on your own help center
The fastest way to trust it is to watch it run on your articles. See it run on your Intercom help center →, or download Scratch free and take the first pass yourself.