You can sync or import your internal content from Confluence, Guru, or Notion to your Fin workspace where it can be enabled for Fin and/or Copilot.
When content is synced:
It can’t be edited in Fin. Changes to content must be made in the source tool (Confluence, Notion or Guru).
It will automatically resync every 24 hours and any new content changes will then be reflected in Fin. It can also be manually re-synced.
Content will be added to new synced folders in Fin. A synced folder can’t be modified and all folders will be shown in alphabetical order.
When content is imported:
It is transformed into native internal articles which can be edited/deleted from within your Fin workspace.
Content will be added to a new native folder in Fin. Native folders can be modified.
Sync or import internal articles
To sync or import new internal sources, navigate to Train > Content and click New content. Here, you can select an internal knowledge source:
Notion
Confluence
Guru
You'll be asked for credentials to access the associated Confluence/Guru/Notion account.
Confluence
Log into Confluence and authenticate the integration.
Select Site, Space and whether to import or sync content.
The status will be shown in Fin Content when the sync/import starts.
Once sync/import is complete the status icon updates to a green tick.
You'll be asked to access your Confluence account by signing in through Auth0
Note:
This integration currently supports Confluence Cloud only. Ensure you are not attempting to integrate with an on-premises version of Confluence.
We only import Confluence spaces of the type 'global'.
Ensure you sign in with a user account which has the correct permissions for the content you are looking to sync or import to Fin.
Folders can now be created within Confluence, however those are not currently supported with this sync. You will only see these pages and sub-pages appear in the 'select folders' dropdown. 👇
Note:
We don't support single pages syncs currently. Only the full sync is supported.
We support syncing Folders, but not Whiteboards from Confluence.
Troubleshooting Confluence space syncing issues
When integrating Confluence spaces with Intercom, you might encounter situations where certain spaces aren't visible or syncing correctly. This guide helps you diagnose and resolve these common issues.
Verify the type of the missing Confluence space
In Confluence, navigate to Space settings > Manage Space > Space Details.
Review the ‘Type’ of the space.
Fin only supports syncing spaces of the 'global' type. Spaces marked as 'personal' or 'knowledge_base' are not included in the sync.
Create a new custom space (If type is unsupported)
If the missing Confluence space is of an unsupported type (e.g., 'personal' or 'knowledge_base'), you can create a new 'Custom' space to resolve the issue.
In Confluence, create a new Custom space.
Transfer the content from your unsupported space into this newly created Custom space.
Check visibility settings
In Confluence, ensure that the space you want to sync is set to a 'current' status.
Only spaces with this status will be considered for syncing with Fin.
Troubleshooting folder and page hierarchies
Fin does not directly support folders within Confluence for syncing purposes. Instead, it syncs based on individual pages and sub-pages.
To ensure your content syncs correctly, structure it using pages and sub-pages. If you need to exclude specific content, move those pages into a separate Confluence space that is not intended for syncing with Intercom.
If the above steps do not resolve the issue, there may be a specific backend setting that needs to be enabled for your workspace. To get this sorted, reach out to our Support team. When you do, let them know you've already walked through the troubleshooting steps. Then, ask them to dig into enabling any backend settings that could help display all your non-personal Confluence spaces, bypassing those default restrictions. They'll help get everything flowing smoothly for you.
Note: Spaces with restricted permissions may fail to sync correctly. Always ensure that the user account used to connect Confluence with Intercom has appropriate viewing and access permissions for the spaces you intend to sync.
Guru
Enter your Guru email and API token.
Select Collection, Folders, and whether to import or sync content.
The status will be shown in Fin Content when the sync/import starts.
Once sync/import is complete the status icon updates to a green tick.
Tip: Ensure you have the correct permissions associated with your Guru account and have your API credentials to hand when syncing or importing. API credentials can be accessed by following the instructions outlined here and can be found in your settings page. Ensure that you select the User Token.
Notion
Log into Notion and authenticate the integration.
Select Collection, Folders, and whether to import or sync content.
The status will be shown in Fin Content when the sync/import starts.
Once sync/import is complete the status icon updates to a green tick.
Tip: Ensure you sign in with a user account which has the correct permissions for the content you are looking to sync or import to Fin.
Manage synced or imported internal articles
Once the sync or import is complete, you’ll receive an email notification and the internal articles will appear under Train > Content.
Configure the settings
If you open an internal article in Train > Content, you can view the content for that article and configure the settings in the Details panel on the right.
Note:
Synced internal articles can’t be edited. If you want to make changes to the content, you’ll need to do this from the source itself.
Imported internal articles can be edited and managed within Fin. They won’t sync with the source, so any changes you want to make need to be done within your Fin workspace.
Re-sync or remove sources
Sources will automatically be synced every 24 hours, but you can manually re-sync or remove a source by going to Train > Content, select the source, and then click the settings dropdown in the top right to Re-sync or Remove this source.
Import synced content
You can also decide to import internal articles you’ve already synced with an external source (Confluence/Guru/Notion) if you’d prefer to manage the content in Fin (restructure, edit, etc.)
Train > Content, select the source, and then click the settings dropdown in the top right to Import content.
Important:
Once you have decided to fully import internal articles, it severs the connection with the external source.
There is no way to recreate that sync on those specific folders and content. The source will have to be created like a new sync by following the original process again, which will create a whole new set of synced content, not linked in any way to the imported content.