| Help Center picker shows “Failed to load Help Centers” | The API key doesn’t have Knowledge Base: Read scope, or is invalid | Re-generate the token in the Front Developer Portal with the right scope. Paste it — the picker auto-retries. |
| An internal Front article is showing in customer-facing replies | Either the Help Center’s type in Front isn’t set to internal, or the article was once in a public HC and got moved | Confirm the Help Center type in Front. If it’s internal, trigger a re-sync — OpenCX will flip the visibility. If it’s public but this specific article shouldn’t be, override visibility per-article in AI Instructions via the eye icon. |
| I deselected a Help Center but its articles still appear | Deselection filters future syncs; existing items stay indexed until removed | Open AI Instructions, filter by Front source and the Help Center name, bulk-delete. Future syncs won’t re-fetch those articles. |
| The picker’s checkboxes resolve to a different count than I saved | The connection picks up any new Help Centers you’ve added in Front since the last save, and applies the previously saved allowed_knowledge_base_ids filter to unchanged ones | Open the source, review the list, update selections, save. The picker shows all currently-accessible Help Centers from the token. |
| Drafts from Front appear in the AI’s answers | Draft articles sync as internal but can still surface in agent-facing tools | If that’s unwanted, publish the article in Front (moves it to public) or override visibility in AI Instructions. |
| None of the above | — | Contact support with the connection ID and the HC names you expected vs. see. |
