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Major FIN Bug: Adding hundreds of irrelevant URLs from Crawling external domains that haven't been added (started yesterday)

  • September 24, 2023
  • 3 replies
  • 107 views

  • New Participant
  • 2 replies

15 Hours ago FIN added over 700 URLs from amazon to its external content sources which its now using for responses. 

To be clear FIN added the domain Amazon without it being included in our external sources. And then it added hundreds of minor variations of URLs to similar page on Amazon e.g. one URL variable changed.

Check your FIN content sources in case it has done the same to you. This will confuse FIN’s responses via all the junk content it has introduced.

There are also too many to delete them unfortunately as Intercom limits the number of items you can select and delete from FIN to 100.

Best answer by Jacob Cox

Hi @Damien !

I can see that you’ve written into our support team so they can look into why this might have happened. I’ve taken a quick look and it looks like the information that was imported was just the Cookie Policy from those URLs. I’m not sure why those URLs got pulled in, my teammate that you’ve written into would probably be better suited for that investigation. That said, in order to make sure those snippets don’t get seen by anyone I think you’re best path forward will be to create a new Audience for your Fin Content and make sure that it’s strict enough that nobody qualifies for it. You can then set the audience for all of those ‘carb killa’ snippets to that new audience by clicking on the ‘Change audience’ option on the Fin Content page.

If you’re not sure how to set up an audience you can read up on how to do it in this article.

Let us know if you run into any hiccups with that!

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3 replies

Jacob Cox
Intercom Team
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  • Sr. Technical Support Engineer
  • 441 replies
  • Answer
  • September 24, 2023

Hi @Damien !

I can see that you’ve written into our support team so they can look into why this might have happened. I’ve taken a quick look and it looks like the information that was imported was just the Cookie Policy from those URLs. I’m not sure why those URLs got pulled in, my teammate that you’ve written into would probably be better suited for that investigation. That said, in order to make sure those snippets don’t get seen by anyone I think you’re best path forward will be to create a new Audience for your Fin Content and make sure that it’s strict enough that nobody qualifies for it. You can then set the audience for all of those ‘carb killa’ snippets to that new audience by clicking on the ‘Change audience’ option on the Fin Content page.

If you’re not sure how to set up an audience you can read up on how to do it in this article.

Let us know if you run into any hiccups with that!


  • Author
  • New Participant
  • 2 replies
  • October 2, 2023

Hi Jacob,

Thanks for the reply above and for the team fixing the issue.

FYI: Unfortunately there was no option in audiences that I saw to select the carb killa/ amazon snippets. Since they didn’t belong to the external domains we had added - there was no option to select them. Hope that makes sense for future reference.


Jacob Cox
Intercom Team
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  • Sr. Technical Support Engineer
  • 441 replies
  • October 8, 2023

@Damien , glad the team was able to get things fixed here! 

Thanks for writing in!


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