Price change day: 3 steps to check AI answers use the new price
On price change day, check the sync, old material and price answers one by one before handing price questions to AI.
Key points
- Check sync separately from publishing
- Stop AI using old prices in answers
- Hand over after tests show the new price
Overview diagram in preparation
Contents
Publishing the price page and the AI's sync can fall on different days
A&A perspective
Switching automatic price answers means making the AI use only the new price material when it answers price questions. At the moment you publish the price page, the copy the AI reads may still be the old one.
From the sources
The customer-support software Intercom explains in its help documentation how to sync pages from your own website and let Fin, its AI answering feature, use them as source material for answers. It says synced pages cannot be edited inside Intercom and have to be fixed on the original site.
From the sources
According to the documentation, a website is usually re-synced weekly, depending on the size of the site. You can also re-sync manually at any time.
From the sources
Large sites that are heavy to crawl move from a weekly schedule to once every 14 days.
From the sources
Once a site is past its first 90 days and none of its pages has been used in a Fin answer in the last 90 days, its automatic syncing pauses. The documentation says edits made to the site after that are not picked up. Synced pages are not deleted and stay available to Fin. A manual sync re-syncs once and does not resume a paused schedule.
From the sources
The sync history lists the Sync date, Status, Synced pages, Excluded pages, Failed pages, Duration and Sync started by for each run.
A&A perspective
Automate & Augment (A&A), which writes this article, reads this as follows. The day you publish the price page and the day the AI reads the new price page may be different days. Until you re-sync manually after publishing and check in the history that the price page is not among the failed pages, you cannot say the AI side has switched.
Hypothetical example
As an example, suppose an accounting firm with 5 staff changes its bookkeeping fees from December 1. It publishes the price page on the night of November 30 and re-syncs on the morning of December 1. In the history, it checks that the price page is among the Synced pages and is not among the Failed pages.
Switch old price material off for the AI's answers
A&A perspective
Even after you re-sync the price page, if other material that still shows the old price remains, the AI may answer from that. Find the old price material and switch it so it is not used for answers.
From the sources
Intercom's documentation says the material Fin uses for answers can be switched between enabled and disabled, either in bulk from the list or one item at a time.
From the sources
Three types can have the switch scheduled for a set date and time: Snippets (short prepared answers), Internal Articles and external Documents. You can set a start only, or set an end as well to limit it to a period.
From the sources
The documentation says scheduled changes are applied by a background job that runs roughly once an hour, so they do not take effect at the exact minute you set. When you need to switch at an exact minute, it recommends toggling manually at that time.
From the sources
Switching manually after setting a schedule does not cancel the schedule. When the scheduled time comes, the schedule overrides the manual change. Material that is not published stays unavailable to Fin even if a schedule enables it. It also says to select Service, which stands for Fin, as the target for a schedule to apply to Fin.
A&A perspective
Pages synced from a website are not among the three types that can be scheduled. A&A reads this as two separate jobs. The website's price page is switched by re-syncing, and other old price material is switched by setting it to disabled.
Hypothetical example
In the accounting firm's example, suppose a short-answer item that answers "How much is bookkeeping?" remains, along with the old price list PDF. Schedule the short-answer item to be disabled at 0:00 on December 1, and schedule the short-answer item with the new price to be enabled at the same time.
Hypothetical example
The documentation does not say whether the PDF counts as one of the three schedulable types. Check on screen whether the schedule option appears, and if it does not, disable the PDF manually at the time of the change.
Hypothetical example
In the morning, open the list and check that every one of them switched. Until the price page has been re-synced and checked, people answer price questions.
A&A perspective
Because a schedule can drift by about an hour, if you want to switch exactly at the time of the change, switch manually at that time. When you do, check that no schedule you set earlier, whether to enable or to disable, is still in the list. A leftover schedule overrides the manual change when its scheduled time comes.
A&A perspective
A company whose only price material is the price page, and which re-syncs right after the change, needs the steps for retiring old material hardly at all.
| What to check | Where to look | Sign it is done |
|---|---|---|
| Price page publishing | The price page on your own site | The new price is shown |
| Sync to the AI | The sync history | The price page is among the Synced pages and not among the Failed pages |
| Old price material | The list of material used for answers | The old price list PDF and the item that answers briefly with the old price are disabled |
| New price material | The list of material used for answers | The item that answers briefly with the new price is enabled |
| Answers to price questions | Try 3 questions on the AI | All 3 answer with the new price and no old price appears |
| Price questions until then | Inquiry intake | People answer until the checks are done |
Try the price questions, and hand over once you see the new price in the answers
A&A perspective
It is reasonable to hand price answers to the AI only after you have actually asked it typical price questions and seen it answer with the new price. Until then, people answer price questions.
From the sources
Intercom's documentation says a successful sync does not always mean all the content on the page was read. To confirm full coverage, it recommends previewing Fin with answers you expect it to find from that page.
From the sources
The same documentation also says that the Details panel of a synced page shows the date the page was last synced.
A&A perspective
From this, A&A takes the view that even when the history says success, the switch is not fully confirmed until you have tried the answers. Choose test questions whose answers are written on the new price page.
Hypothetical example
In the accounting firm's example, it tries three questions: "How much is bookkeeping?", "Are prices changing from December?" and "Is there a discount for annual payment?"
A&A perspective
If all three answer with the new price and no old price appears anywhere, hand price guidance to the AI. If even one shows the old price, search again for remaining material that still contains the old price. Disable that material or re-sync the price page, then try again.
A&A perspective
Keep price questions answered by people until the checks are done. Before the change, check whether the software you use has a setting that routes price questions to a person. For how to handle the period until a change takes effect when an outside contractor holds the AI's settings, see our other article, "When your company rules change, who updates the AI? 3 vendor clauses".
A&A perspective
This article does not cover the contract question of when existing customers move to the new price.
A&A perspective
The table below is an example of a checklist for the day of the change. For each row, it says where to look and what you should see before you can say it is done.
Summary
A&A perspective
Publishing the price page and syncing it to the AI happen separately. After publishing, re-sync and check the price page in the history.
A&A perspective
Set material that carries the old price so it is not used for answers. Keep separate the material you can schedule and the pages you switch by re-syncing.
A&A perspective
Try price questions, and hand price guidance to the AI only after you have seen it answer with the new price. Until then, people answer.
The AI's price answers have not necessarily switched on the day you publish the price page. After publishing, re-sync and check the history, set the old price material so it is not used for answers, and try price questions. Hand price guidance to the AI only after you have seen it answer with the new price. Until then, people answer.
FAQ
If I click re-sync, does the AI switch to the new price on the spot?
You cannot say it has switched on the spot. Until you have seen in the history that the sync finished and tried the price questions, it is not confirmed. The documentation says a successful sync does not always mean all of the content was read.
Is this the same for customer-support software other than Intercom?
The sync cycle and the names of the settings differ by product. This article's only source is Intercom's documentation. In the software you use, look for the screens that correspond to the sync record and to enabling or disabling the material used for answers, and read this article accordingly.
Can't I just delete the old price material?
You may delete it, but A&A recommends disabling it and keeping it. That lets you look back later at what you were telling customers and until when. If someone points out a price discrepancy, it gives you a lead on which material the answer came from.
Sources & editorial note
Primary pages read for this article. Publication dates below belong to the sources; access dates record our research.
- Sync and manage websites
Intercom Help Center · Updated over 2 weeks before access; exact date not stated
Accessed 2026-11-04 - Enable or disable content for Fin and Copilot
Intercom Help Center · 2026-10-02 (date shown on the page)
Accessed 2026-11-04