# Syncing Knowledge

> Keep your agent's training data fresh by syncing connected integrations — on demand from the platform chat, or automatically on a schedule.

## How syncing works

When you connect an integration like Zendesk or Intercom, your agent learns from the knowledge sources available in that integration — help center articles, macros, past tickets, and more. Over time, that content changes. Syncing pulls in the latest data so your agent stays up to date.

> **Syncing is workspace-wide.** When you sync an integration, the updated content is available to all agents in your workspace that use that integration — not just the agent you triggered the sync from.

You can sync in two ways:

* **On demand** — ask your agent to sync from the platform chat
* **On a schedule** — set up a recurring trigger so syncs happen automatically

## Sync types

Each integration supports one or more sync types depending on the kind of content it provides.

| Sync type         | What it syncs                                        | Available for                                |
| ----------------- | ---------------------------------------------------- | -------------------------------------------- |
| **Help Center**   | Published support articles and documentation         | Zendesk, Freshdesk, Intercom, Gorgias, Front |
| **Macros**        | Saved reply templates and canned responses           | Zendesk, Freshdesk, Intercom, Gorgias        |
| **Tickets**       | Past customer tickets and conversations              | Zendesk, Freshdesk, Intercom, Gorgias        |
| **Conversations** | Customer conversations                               | Front                                        |
| **Website**       | Crawled website pages                                | Website                                      |
| **Full Sync**     | Everything available for the integration (see below) | All supported integrations                   |

### Full sync

A full sync runs every individual sync type available for that integration. For example, a full sync on Zendesk will sync your help center, macros, and tickets all at once.

For integrations like Google Drive and Notion that don't have separate categories, full sync is the only option — it re-indexes all connected content.

## Syncing from the platform chat

The easiest way to trigger a sync is to ask your agent directly in the sidebar chat within the dashboard.

**Check what's available to sync:**

> "What integrations can you sync?"

Your agent will list each connected integration, its available sync types, and when each was last synced.

**Run a sync:**

> "Sync my Zendesk help center"
>
> "Run a full sync on Intercom"
>
> "Sync tickets from Freshdesk"

For ticket syncs, you can include filters to narrow what gets pulled in:

> "Sync Zendesk tickets from the past 3 months"
>
> "Sync Zendesk tickets where status is closed and tagged billing"

For website syncs, you can filter by URL path:

> "Sync my website but only include /docs and /help pages"

## Scheduling automatic syncs

You can set up scheduled triggers so your agent syncs on a recurring basis without manual intervention. To do this, ask your agent in the sidebar chat within the dashboard:

> "Schedule a weekly help center sync for my Zendesk integration"
>
> "Set up a daily full sync for Intercom"

Your agent will create a scheduled trigger that runs the sync automatically. To view or update your schedules, ask your agent:

> "List my sync schedules"
>
> "Change my Zendesk sync to run every Monday at 9am"

## Rate limits on scheduled syncs

Scheduled syncs are rate-limited to **once per week** for each combination of integration and sync type. This prevents duplicate work when multiple schedules overlap.

If a scheduled sync fires but the same sync type already ran within the past 7 days, it will be skipped automatically. On-demand syncs (triggered from the chat) are not rate-limited — you can run them as often as you need.

## How full sync and individual syncs interact

Full sync and individual sync types share the same rate limit tracking. When a full sync runs, it counts as a run for every individual sync type it covers. This means:

**Full sync first, then an individual sync:** If you schedule a weekly full sync and also a weekly help center sync, whichever fires first in the week will run. The second one will be skipped because the rate limit detects that sync type already ran.

For example: Full sync runs on Monday (which syncs help center + macros + tickets). Help center sync scheduled for Wednesday gets skipped — it already ran as part of Monday's full sync.

**Individual sync first, then a full sync:** If a help center sync runs on Monday and a full sync is scheduled for Wednesday, the full sync will still run — but only the sync types that haven't already run that week. The rate limit is checked per sync type, so help center might be skipped while macros and tickets still sync.

**Best practice:** Choose one approach — either schedule a full sync, or schedule individual sync types. Mixing both works safely (nothing will double-sync), but it's simpler to manage one way or the other.

## Supported integrations

| Integration      | Help Center | Macros | Tickets / Conversations | Full Sync |
| ---------------- | :---------: | :----: | :---------------------: | :-------: |
| **Zendesk**      |     Yes     |   Yes  |           Yes           |    Yes    |
| **Freshdesk**    |     Yes     |   Yes  |           Yes           |    Yes    |
| **Intercom**     |     Yes     |   Yes  |           Yes           |    Yes    |
| **Gorgias**      |     Yes     |   Yes  |           Yes           |    Yes    |
| **Front**        |     Yes     |    —   |           Yes           |    Yes    |
| **Google Drive** |      —      |    —   |            —            |    Yes    |
| **Notion**       |      —      |    —   |            —            |    Yes    |
| **Website**      |      —      |    —   |            —            |    Yes    |

## FAQ

<details>

<summary>Do I need to sync manually after first connecting an integration?</summary>

No. When you first connect an integration and select knowledge sources, the initial sync happens automatically. These tools are for keeping your data up to date after the initial setup.

</details>

<details>

<summary>Can I sync an integration that isn't added to my agent?</summary>

No. Your agent can only sync integrations that have been added to it. If you don't see an integration when asking your agent what it can sync, make sure the integration is connected and added to the agent's knowledge sources.

</details>

<details>

<summary>What happens if a sync fails?</summary>

If a sync fails, the error is logged and your agent will let you know in the chat. Your existing knowledge is not affected — failed syncs don't remove previously indexed content. You can retry the sync at any time.

</details>

<details>

<summary>How long does a sync take?</summary>

It depends on the volume of content. Help center and macro syncs are usually fast (a few minutes). Ticket syncs can take longer if you have a large backlog. Your agent will confirm when the sync has started — indexing continues in the background.

</details>