Overview

PPM's Help Center uses a single Intercom workspace with three audience-separated sections:

🏠 Tenants — tenants of PPM-managed properties
🏢 Owners — property owners whose assets PPM manages
🔒 Internal — PPM staff only (should never be visible externally)

Audience targeting works by setting a custom contact attribute on each Intercom contact, then creating Help Center audience rules that show or hide collections based on that attribute.

Step 1 — Create the Custom Attribute

In Intercom, go to Settings → Custom Data → Contact Data → New Attribute and create:

Name: ppm_role
Type: String (single-select or free text)
Allowed values: tenant, owner, staff

This attribute is the single source of truth for all audience routing.

Step 2 — Set the Attribute on Each Contact

There are three ways to set ppm_role on a contact:

A. Manually (one-off)

In Intercom, open any contact → click the Attributes panel → find ppm_role → set the value.

B. Via Buildium Sync (n8n automation)

The PPM AI OS syncs contacts from Buildium. When a contact is created or updated in n8n, the workflow sets ppm_role based on the Buildium record type:

Buildium Tenant record → ppm_role = tenant
Buildium Owner record → ppm_role = owner
PPM staff (manual list) → ppm_role = staff

The n8n HTTP call to set a contact attribute looks like:

POST https://api.intercom.io/contacts/{contact_id}
{
  "custom_attributes": {
    "ppm_role": "tenant"
  }
}

C. Via Intercom Messenger (self-service)

If a visitor identifies themselves via a form or chat, a custom bot flow can set ppm_role automatically based on their response.

Step 3 — Configure Help Center Audience Rules

In Intercom, go to Help Center → Customize → Audience for each root collection and apply the following rules:

Collection	Rule	Value
🏠 Tenants (19114025)	ppm_role =	tenant
🏢 Owners (19114031)	ppm_role =	owner
🔒 Internal (19114038)	ppm_role =	staff

Important: Apply rules at the root collection level. Child collections automatically inherit the parent's audience rule — you do not need to set rules on each sub-collection individually.

Default behavior for unrecognised contacts: Set the fallback to show no collections until ppm_role is set. This prevents anonymous visitors from seeing internal content.

Step 4 — Fallback for Unknown Visitors

Visitors who have not yet been identified (no ppm_role set) will see a neutral Help Center landing page. Configure this in Help Center → Customize → Default Content:

Show a welcome message prompting them to identify themselves
Optionally show a public "General FAQ" collection with no audience restriction
Do not show Tenants, Owners, or Internal sections

Step 5 — AI OS Integration Points

The following PPM AI OS workflows interact with this attribute system:

KP Executor (workflow 7DGWkmTyMnx4DVDR)

When the AI CCO publishes a policy to Intercom, it sets the parent_id based on the policy's audience field from kp_proposals. The collection mapping is stored in Supabase table kp_intercom_collections. Audience values map as follows:

internal → 🔒 Internal / Maintenance Procedures (19114040)
tenant → 🏠 Tenants / Policies & Rights (19114029)
owner → 🏢 Owners / Policies & Compliance (19114036)

Admin Agent (future)

When creating a tenant or owner contact in Intercom via the Admin Agent, the workflow must set ppm_role at creation time to ensure the contact sees the correct Help Center content from their first interaction.

Collection ID Reference

Audience	Section	Collection ID
Tenant	🏠 Tenants (root)	19114025
Tenant	Getting Started	19114026
Tenant	Rent & Payments	19114027
Tenant	Maintenance	19114028
Tenant	Policies & Rights	19114029
Tenant	Move-Out	19114030
Owner	🏢 Owners (root)	19114031
Owner	Onboarding	19114032
Owner	Financials	19114033
Owner	Property & Maintenance	19114034
Owner	Leasing	19114035
Owner	Policies & Compliance	19114036
Owner	Support & Portal	19114037
Staff	🔒 Internal (root)	19114038
Staff	Operations	19114039
Staff	Maintenance Procedures	19114040
Staff	Compliance	19114041
Staff	Financial Procedures	19114042
Staff	HR & Admin	19114043

Ongoing Maintenance

When a tenant becomes a former tenant, update ppm_role to former_tenant or unset it
When an owner offboards, unset ppm_role to remove their access
New staff should have ppm_role = staff set manually until the HR onboarding automation is built
The Internal section should never be linked publicly anywhere — no QR codes, no website links, no Messenger buttons pointing to it