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. |
Related Documentation
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.