Set up the sync
Open Data Sources
Go to AI Training → Data Sources.
Add a Front source
Click Add source → Front.
| Field | Default | Notes |
|---|---|---|
| Start date | One year ago | Earliest article activity to include. Pick a date in YYYY-MM-DDTHH:mm format — the form provides a date picker. |
| API Key | — | Front API token with Knowledge Base: Read scope. Create one in the Front Developer Portal. |
Select which Help Centers to sync
As soon as you paste a valid API key, OpenCX fetches the list of Help Centers on your Front account and shows them in a checkbox group with type (public / internal) and locale next to each name.
- Leave all checked to sync every Help Center the token can read.
- Uncheck internal Help Centers if you don’t want their articles in the AI index.
- Use Select all / Deselect all for quick toggling.
Start the sync
Click Connect. OpenCX saves your selection, creates the connection, and triggers the first sync. Progress shows on the source row.
Verify in AI Instructions
Open AI Training → AI Instructions. Articles appear grouped under Front. Confirm the eye icon matches expectations — internal Help Centers come in as internal, public as public (if published).
What gets synced
Published articles from selected Help Centers
Published articles from selected Help Centers
Each article is fetched twice internally: once for metadata (via Airbyte), then once more via the Front API to pull full content. The final record has title, body, and source URL.
Visibility per Help Center + per article
Visibility per Help Center + per article
Two layers combined:
- KB type: If the Help Center’s
typein Front isinternal, every article from it is internal in OpenCX. - Article status: Within a non-internal Help Center, only
publishedarticles are public. Drafts and archived articles are internal.
Incremental updates
Incremental updates
Sync runs on the Airbyte schedule (typically every few hours). Only articles whose
updated_at changed since the last run are fetched. New articles in selected Help Centers are picked up automatically.Limits
| Value | |
|---|---|
| Streams synced | knowledge_bases_articles |
| Sync mode | incremental_deduped_history on updated_at |
| Sync cadence | Airbyte polling — typically every few hours |
| Credential type | Front API token (no OAuth) |
| Multi-account | One Front account per connection |
| Selective scoping | Per-Help-Center via checkboxes. Articles are not filterable at category or team level below Help Center. |
| Archived / draft articles | Synced as internal |
Related Documentation
Front overview
Scope and per-HC scoping summary.
Troubleshooting
KB list empty, private articles, re-sync.
Front integration
Inbox, conversations, handoff.
Connect a knowledge source
All sources.