Images and videos in imported articles

When you import from Intercom, Notion, or Help Scout, the images and videos in your articles are copied to chat.sh. Your help center no longer depends on the old one, and nothing breaks when you close that account.

Images

Every image is copied and the article is pointed at the copy. An image used in several articles is stored once.

Uploaded videos

Videos uploaded straight into an article are copied too:

• MP4 and WebM files up to 50 MB.
• A still from the first second of the video becomes its cover.

Readers see the cover with a play button. The video only starts loading when they press play, so a page with videos still opens fast.

A video larger than 50 MB is not copied. Its link still points at the old help center, and those links stop working: Notion's within an hour, Intercom's within a few days. Upload the video to YouTube, Loom, or Vimeo and paste that link into the article instead.

YouTube, Loom, Vimeo, Vidyard, and Cloudflare Stream

A link to one of these on its own line plays in the article. Readers see the video's cover with a play button, and the player loads when they press it.

When copying finishes

• Notion: images, videos, and PDFs are copied as part of the import.
• Intercom: the text comes in first, and media is copied in the background. The import window shows how many files are left. Anything that fails is tried again every hour for two days.
• Help Scout: the same as Intercom. Help Scout's image links do not expire, so an image not yet copied keeps loading from Help Scout in the meantime.

Deleting an article

Deleting an article also deletes the images and videos stored for it, unless another article still uses them.