| Sync says “succeeded” but nothing appears in AI Instructions | The workspace has no published articles or content snippets, or the token can’t read them | Check that the articles are published in Intercom. Re-generate the access token with read access to articles and content snippets and update the source. If content exists and the token can read it, contact support with the connection ID. |
| I see Intercom segments instead of articles | The source was connected before article sync was available and still syncs segments | Disconnect the Intercom source in Data Sources and connect it again. The first sync imports your articles and content snippets and removes the segment items. |
| A content snippet isn’t used in customer replies | In Intercom, the snippet is limited to your team or to specific audiences, so it’s imported as internal | Make the snippet available to Intercom’s AI agent for all customers. The change applies on the next sync. |
| An article I unpublished still appears | Removals apply on the next sync | Wait for the daily sync, or save the source in Data Sources to sync now. |
| 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. |
