Intercom troubleshooting

Start at the Intercom source row in Data Sources. If the latest sync errored, the message appears there. For “sync succeeded but I don’t see anything”, work through the scenarios below.

Common scenarios

Symptom	Likely cause	Fix
Sync says “succeeded” but nothing appears in AI Instructions	The connection is working but the token doesn’t have permission to read segments, so the fetch returns zero rows with no error	Re-generate the Intercom access token with segment read scope and update the source. If segments truly exist in Intercom and the token has the scope, contact support with the connection ID — a zero-row sync with valid credentials is a data issue we can trace.
I expected Help Center articles to show up — they didn’t	The Intercom source only syncs `segments` today. Articles are not supported.	Use the Website crawler against your Intercom Help Center URL (e.g. `https://help.yourcompany.com`) as an interim. Upvote article sync with support.
Connection errored with “unauthorized”	Access token is wrong, revoked, or for a different Intercom workspace	Re-paste the token. Confirm the workspace matches. The token shown as `**********` in the dashboard is redacted — you must re-type the real value to verify it.
Multi-workspace org — only one workspace syncs	One connection = one workspace today	Add a second OpenCX organization for the second workspace, or escalate to support.
None of the above	—	Contact support with the connection ID.

Connect Intercom

Re-check credentials and limits.

Intercom overview

What this source does today.

Website crawler

Fallback for Intercom Help Center articles.

Intercom integration

Inbox, conversations, handoff.

Connect Overview

Agent Knowledge

Main Knowledge Sources

Additional Knowledge Sources

Intercom troubleshooting

Common scenarios

Connect Intercom

Intercom overview

Website crawler

Intercom integration

​Common scenarios

​Related Documentation

Connect Intercom

Intercom overview

Website crawler

Intercom integration

Common scenarios

Related Documentation