Sync issues

  • Last updated on January 18, 2024 at 3:57 AM

Having trouble syncing Elevio content with Ada? Hopefully the following will help, if not, please reach out with more information on the issue at hand.

Cannot setup connection

When entering your connection details on the integration screen in Elevio, you will only need to enter the subdomain of your Ada account, not the entire domain.

So for instance if your Ada account is located at https://my-account.ada.support, you should only enter my-account into the Ada Subdomain field.

Then just make sure you're using a valid API token as generated from the Ada knowledge integrations area.

Updates to content not appearing in Ada

At this stage, auto-syncing is not available. Once you make updates to your content, you will need to head to the Ada integration screen in Elevio and hit the green Request Re-sync button, which will push the updates over to Ada in the background.

Getting a "403" error

This typically means the API requests that are are making on your behalf are failing due to an authorization issue. 

This can happen if your Ada API token has changed, this can happen if someone on your team has hit the "Generate new access token" button from the integrations screen.

At this stage, we do not support updating your API key, however you can simply disconnect and reconnect to Ada which will re-upload all content on a fresh connection.

Was this article helpful?