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If you’d like to add website content to Intercom and make it available to Fin AI Agent and Copilot, you can do so by syncing the public URL of your site. You can also train Fin and Copilot on content from blog posts, changelogs, news updates, or any other webpages with dates. This ensures Fin and Copilot always use the most up-to-date and relevant information from these sources.
Sync website content with Fin and Copilot
Now enter the URL of your external support content (top-level domain) and click Next:
This will fetch all of the pages from the website URL you provide and will read from all the sub domain pages.
Review pages to sync
Once you input your URL, we will check that it's valid and accessible. Then you'll need to review the pages to sync. All sub-pages linked in each selected section will be synced. Select only relevant up-to-date content.
Advanced settings [optional]
Select the Advanced settings dropdown to configure additional URLs, exclude URLs, CSS selectors to exclude, etc.
Additional URLs
Website structures can vary. To make sure that we sync your most relevant content, we recommend you add additional URLs for those specific subpages.
URLs to exclude
To exclude certain pages you don’t want to sync content from, you can add a list of URL globs.
What is a URL glob?
A glob is a string of literal and/or wildcard characters used to match file paths or URLs. Globbing is the act of locating files on a filesystem using one or more globs. Using URL globs also helps to get a range of URLs that are mostly the same, with only a small portion of it changing between the requests.
Page elements to include
Next, you can select whether you want only main page content to be included or if you want to include or exclude specific element on the page by selecting Custom.
Page elements to exclude
To exclude certain page elements, you can use CSS selectors of those specific sections or elements you want to exclude.
This is useful to skip irrelevant page content. The value must be a valid CSS selector as accepted by the document.querySelectorAll() function. By default, we already remove common navigation elements, headers, footers, modals, scripts, and inline images.
Clickable page elements
This allows for DOM elements identified by the CSS selector, to be clicked during the web sync process.
This is useful for expanding collapsed sections, in order to capture their text content. The value must be a valid CSS selector as accepted by the document.querySelectorAll() function.
Examples are "[aria-expanded=\"false\"]", #expand_section
Complex conditions can be also described with a CSS selector. In CSS, chaining the selectors without spaces creates an AND-like condition, for example .button.blue.small will match only elements with all three classes.
Using comma (,) as a separator works like OR, for example .button, .blue, h1 targets all elements with class button, or class blue, or first-level headings.
Wait to load page element
To target content that may have a delay in appearing on the page, you can add a CSS selector that will make the web scraper wait before scraping content.
This is useful for pages for which the default content load recognition by idle network fails. Setting this option completely disables the default behavior, and the page will be processed only if the element specified by this selector appears.
Proxy region
You can select a proxy for crawler to use if you require your website to be crawled with a proxy set to a specific region or country.
We currently support the following proxies:
Target audiences
The Target step lets you set a default audience for all synced pages and create URL-based rules to automatically assign specific audiences based on URL patterns — no manual tagging required.
First decide whether content from this source is enabled for Fin AI Agent and/or Copilot.
Then you can either set a default Fin audience to apply to all pages synced from this source (if no default is set, content defaults to Everyone), or create rules to assign specific audiences based on URL patterns.
For example: If URL contains /uk, assign the UK audience. Rules are evaluated during sync, so Fin and Copilot always serve the right content to the right audience.
Each rule supports three URL comparators:
Review sync settings
Finally, review your sync settings then go ahead and click Sync website to start syncing your website content with Intercom.
Manage website syncs
Once the sync is complete, you’ll receive an email notification and the website will appear as a synced source under Fin AI Agent > Train > Content.
Configure settings for specific pages
Go to Fin AI Agent > Train > Content select the website source, then click on a page you've synced. You’ll find a "Details" panel on the right which contains:
Make it available to Fin and Copilot
To make a website source available to Fin AI Agent and/or Copilot, go to Fin AI Agent > Train > Content and select the website source, then click on the live page(s) you've synced and select Change AI Agent state > Enable for AI Agent or Change Copilot state > Enable for Copilot.
You can also manage these settings from an individual webpage in the "Details" panel, scroll down to Fin settings and choose whether to toggle on:
Make it available to a specific audience
You can assign audiences to synced content automatically using URL-based rules during web sync creation, or manually on a per-page basis. First, you'll need to create and define the audience you want to target.
To assign an audience manually to individual pages, go to Fin AI Agent > Train > Content and select the website source, then click on the live page(s) you've synced and select More actions > Change Fin audience.
Add or edit audience rules on existing syncs
You don't need to recreate a sync to add audience targeting. Go to Fin AI Agent > Train > Content, select the source, click the settings dropdown in the top right, and select Open settings. Navigate to the Target step to add or edit URL-based rules.
Re-sync or remove a website as a source
If you’d like to re-sync or remove a public URL as a source, go to Fin AI Agent > Train > Content and select the source. Then click the settings dropdown in the top right and select Re-sync or Remove this source.
Manage website sync settings
If you’d like to adjust the advanced settings for a website sync, go to Fin AI Agent > Train > Content and select the source. Then click the settings dropdown in the top right and select Open settings.
View website sync history
You can view a list of past website syncs to see when they were last run, which pages were found, and any failed pages. Go to Fin AI Agent > Train > Content and select the website source, then click the settings dropdown in the top right and select View sync history.
Each row in the table represents a past or active run, and you can filter the runs by status. It includes the following information:
If a sync has failed, you can hover over the status to see a detailed explanation for why.
Troubleshooting website sync
Common issues
When importing website content to enable Fin, you need to enter the public URL. This will search for all pages nested under that URL and sync them for Fin AI Agent to use.
If the importer didn't return the number of pages you expected, there are a few reasons...
The URL provided isn't the top level domain
The website sync works by going to the URL you provide and then searching for all pages nested under that URL. These pages must have the same URL pattern as the URL you provide.
The URL is private
If the content you want to use is behind a login, Fin won't be able to access or import it.
Page limits
You can sync up to 100 different top level domains and Fin will sync a maximum of 30,000 pages from each source. Syncing can sometimes fail if there is a very large amount of content on a single page (you'll be notified if a sync fails).
Websites restricted to specific regional IPs
Intercom’s website sync (used to add public URLs for Fin AI Agent and Copilot) does not use a dedicated, custom user-agent string at this time.
To identify or allow these requests:
Website sync errors
When you sync content, you may see different statuses that indicate what happened during the process. To see your website sync status go to Fin AI Agent > Train > Content and select the website source, then use the Status dropdown to filter by:
Here’s what each one means and what you can do next:
Syncing
The page sync is still in progress. An initial sync can take anywhere from a few minutes to over an hour based on how much content you have.
Live
The page was successfully synced and can be enabled for Fin and Copilot.
Excluded
These pages are intentionally not synced because you excluded them in your sync settings. They are not retryable and cannot be included unless otherwise specified.
Failed
These errors mean the sync didn’t complete and may require changes on your side before retrying:
1. Unknown error
2. Session blocked / Rate limited
3. Network, timeout, or similar errors
4. Duplicate
5. Keyword filtering
6. Status code 400
7. Blocked URL
You can retry a failed page sync by hovering over the page, select the three dot menu and then select Resync.
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