Problem
For website-based knowledge sources, the current Re-sync operation performs a full crawl of the entire website.
In large deployments, this can involve thousands of pages. In our case, the source contains approximately 3,600 articles. When a single new article is published, there is currently no way to make only that article available to Fin immediately without triggering a full website crawl.
Requested Capability
Provide a way to selectively sync website content instead of requiring a full re-crawl.
Possible options:
- Sync a single URL on demand.
- Sync a selected set of URLs.
- Incremental sync that discovers only new or modified pages since the previous crawl.
Benefits
Faster Content Availability
Newly published articles can become available to Fin immediately without waiting for the next scheduled crawl.
Reduced Processing Time
Avoid re-processing thousands of unchanged pages when only one or two pages have changed.
Lower Resource Consumption
Reduces crawler workload, indexing time, and system resource usage for both customers and Intercom.
Better Operational Efficiency
Allows support teams and knowledge managers to quickly publish urgent content updates and make them available to Fin.
Example Use Case
A website source contains 3,600+ articles.
A new troubleshooting article is published for an ongoing customer issue.
The administrator wants Fin to learn only that newly published page immediately, rather than initiating a full crawl of all 3,600 articles.
Current Workarounds
- Wait for the weekly automatic website sync.
- Create a temporary Knowledge Hub Snippet.
- Trigger a full website re-sync.
None of these provide true URL-level synchronization.
Expected Outcome
Allow administrators to selectively re-index specific pages or run incremental website syncs so that newly published content can be made available to Fin quickly and efficiently.