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.

Go to Fin AI Agent > Train > Content, then select Website sync under “Add content.”

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.

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.

Select Advanced settings to add additional URLs, exclude URLs, CSS selectors to exclude, etc.

Website structures can vary. To make sure that we sync your most relevant content, we recommend you add additional URLs for those specific subpages.

For example, if you input https://myhelpcenter.com/help as the primary URL above, you might also want to add the specific URL like https://myhelpcenter.com/help/index.html

To exclude certain pages you don’t want to sync content from, you can add a list of URL globs.

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.

For example, this URL glob https://{store,docs}.example.com/** lets the crawler access all URLs starting with https://store.example.com/ or https://docs.example.com/ and https://example.com/**/*\?*foo=*

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.

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.

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.

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.

When you've finished reviewing the page URLs and advanced settings, go ahead and click Sync to start syncing your website content with Intercom.

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.

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:

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:

If this website source is only relevant for a specific subset of customers, you can use audience filters to make it visible to certain people.

First, you’ll need to create and define the audience you want to target.

Then 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.

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.

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.

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.

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 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.

For example, if the top level domain is https://myhelpcenter.com/home, then all pages you want to import must include /home prefix in the URL e.g. https://myhelpcenter.com/home/article. If they do not, remove the prefix and use the most basic URL stem e.g. https://myhelpcenter.com, then try the import again.

If the content you want to use is behind a login, Fin won't be able to access or import it.

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).

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:

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:

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.

The page was successfully synced and can be enabled for Fin and Copilot.
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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.

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.