You can sync your documents from Salesforce Knowledge as external content in Intercom and make them available for Fin AI Agent, Sales Agent, and Copilot. This guide walks you through the steps to set up and manage this content sync.
How to sync Salesforce knowledge articles
Step-by-step guide
Go to Fin AI Agent > Train > Content and select See all below the "Add content" section, then click From Salesforce.
Choose the Salesforce organization you want to connect to, then click Connect to Salesforce.
Log in to Salesforce to authenticate the integration.
Choose which articles to sync.
You can either:
Sync a selection and apply filters of your choice.
Sync all articles.
Note: The Salesforce Platform will request access to the identity URL service, permission to manage user data via APIs, and the ability to perform requests at any time.
Next, map the fields from Salesforce articles to the corresponding data fields in Intercom. Required fields are added by default, and you can add additional fields using the + Salesforce field dropdown.
Click Sync from Salesforce to continue to the next step.
Choose who can access the synced content. Use the toggles to enable the content for:
Fin AI Agent — generates AI answers for customers.
Sales Agent — generates AI answers for prospects.
Copilot — makes content available to teammates.
Use the Audience control section to limit which customers Fin can use these articles for. Each rule shows a count of matching articles. Within each rule, pick an existing audience or add Salesforce field-based filters, then use the Select access dropdown to choose the Fin roles (Service, Sales, or Copilot) the rule applies to.
Re-sync or remove Salesforce content
Once synced, you can manually re-sync or remove Salesforce content from Fin AI Agent > Train > Content:
Select your Salesforce content below the "Content sources" section.
Click the settings dropdown in the top right.
Choose Re-sync or Remove this source.
FAQs
What content types can I sync from Salesforce?
What content types can I sync from Salesforce?
You can sync documents from Salesforce Knowledge as external content in Intercom and make them available for Fin AI Agent, Sales Agent, and Copilot.
Do I need to re-authenticate the integration every time I sync?
Do I need to re-authenticate the integration every time I sync?
No, you only need to authenticate the integration once to set up the connection. After that, you can manually re-sync or remove content from Salesforce from the Fin AI Agent > Train > Content page.
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