Connect a knowledge source

Pick the source system where your content already lives and connect it — OpenCX keeps your AI in sync on a schedule.

This page covers ingestion — getting your content into the AI’s training index so it can ground answers. If you want the AI to operate a third-party platform (route tickets, send messages, run AI Actions), those capabilities live under Integrations. Vendors that appear in both — Zendesk, Shopify, Intercom, Front — link across from each overview page.

Knowledge sources land in the AI’s vector index. The agent retrieves from them at answer time and cites them in replies. Connect once; the content stays in sync.

Configure sources at AI Training → Data Sources.

Connect today

Match the source system first — don’t duplicate content just to suit the connector.

If your content lives in…	Use
A public help center or website	Website crawler
A Zendesk Help Center	Zendesk
Intercom segments	Intercom
A Front Help Center	Front
Confluence spaces	Confluence
A Notion workspace	Notion
A Shopify store (pages, blog, products)	Shopify
GitBook documentation	GitBook
Freshdesk Solution articles	Freshdesk
You want to author directly inside OpenCX	Help Center
You need a specific Q&A or a rule	AI Instructions

Not on the list? Browse Additional sources — every entry has a Request button that goes straight to our roadmap queue.

Don’t double up on the same content. If you sync a Zendesk Help Center through the Zendesk source, don’t also run the website crawler against help.yourcompany.com — you’ll index every article twice and the AI will surface duplicates.

How a source gets connected

1. Open Data Sources

   Sign in to your OpenCX dashboard and go to AI Training → Data Sources.

2. Pick the source

   Click Add source and select the connector. Each source has its own credential fields — the Connect page for each vendor mirrors the dashboard form label-for-label.

3. Wait for the first sync

   The first run pulls everything historical. It takes minutes to hours depending on volume. Progress shows on the source row.

4. Verify in AI Instructions

   Open AI Training → AI Instructions. Synced content appears grouped by source. Check a known article — it should show with the source name and the expected visibility (eye icon).

What to expect after connecting

	Value
Sync cadence	Most sources poll every few hours. The website crawler runs on an interval you set (default 7 days, minimum 24 hours). Trigger a manual sync from the source row anytime.
Visibility derivation	Every item is tagged public or internal from the source system’s own signals (drafts, user segments, space type, publish status). Rules per source are on each Connect page.
Index scope	One knowledge index per OpenCX org. Separate knowledge pools mean separate orgs — flag it with support if you’re hitting this.
Deletion	Removing a source deletes the synced items from the index. The content in the source system is untouched. Re-adding re-pulls everything.

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Related Documentation

AI Instructions

Rules, Q&A pairs, and AI persona edited directly in OpenCX.

Help Center

Author customer-facing articles that also train the AI.

Additional sources

Don’t see your tool? Browse and request it.

Agent Knowledge overview

The three ways OpenCX learns.