Suggestions is an AI-powered feature that recommends specific actions to help teammates improve Fin performance. It identifies gaps in knowledge, unclear responses, and proposes updates to ensure Fin delivers better answers—faster.
Know what to fix and how – Suggestions highlight where Fin struggled and recommend clear, specific content updates.
Skip the manual QA – Suggestions scan unresolved Fin conversations, compare them to human replies, and surface what to fix—no transcript digging needed.
Fix what matters most – Each suggestion is ranked by impact so you can prioritize the fixes that improve the most conversations.
Stay in control – Edit, accept, or reject any suggestion before it goes live—so changes happen on your terms.
Note: The Suggestions feature is currently in open beta for US-hosted workspaces using Fin. As we move closer to the full release, we’ll keep you updated on wider availability for EU/AU hosted workspaces. We’re also working on additional suggestion types like Fin Tasks and Guidance, but these aren’t available yet.
How to access Suggestions
Through the Optimize dashboard
For those needing extra context when reviewing suggestions, go to Fin AI Agent > Analyze > Optimize to identify high-impact actions you can take for topics driving volume, handling time, or poor CX.
Access these in the AI Topics table by selecting the Suggestions.
The overlay displays:
Number of edits required
Creation date
Source conversations used to generate the suggestion
Through the Suggestions page
For teammates who manage content, go to Fin AI Agent > Train > Suggestions for a focused to-do list for optimizing content.
The Suggestions page provides:
A prioritized view of suggestions based on impact to Fin’s performance
Filter options by AI topic and content type
Sort options by:
Number of source conversations
Creation date
How to use Suggestions
Suggestions are generated by analyzing:
Failed Fin responses (e.g. escalations or poor-quality replies) and comparing them to successful human replies to similar questions.
Teammate-handled responses to check whether there are gaps in your knowledge base.
Suggestions identify the likely root cause and recommend one or more actions.
Types of suggestions
Action | Goals | Availability |
Add new content |
| Articles Snippets
|
Edit existing content |
| Articles Snippets
|
Remove or merge content |
| Articles (coming soon) Snippets (coming soon)
|
Note: Suggestions only work with content created in Intercom (e.g. public articles and snippets). Synced or read-only content is not currently supported.
Reviewing suggestions
You can review all suggestions before enabling them for Fin. Each suggestion includes:
A summary explanation
Creation date
Source conversations
Review actions required
Click the conversation icon in the suggestion card to view the source conversations. This helps you understand why and how the suggestion was generated.
Review options:
New content: Accept or reject the snippet
Edits: Scroll through multiple changes including:
Red text (suggested removals)
Green text (suggested additions)
Accepting a suggestion:
Snippets are immediately added to Knowledge and made available to Fin.
Articles are saved as a draft for teammate review and publishing.
Tip: You can edit content directly before accepting or rejecting a suggestion.
Moving suggestions
If the suggestion is useful but placed in the wrong source, you can move it to different content or convert it into new content.
Search and select the target snippet or article.
The system will try to rewrite the existing content with the suggestion (typically within 20-45 seconds).
If placement isn’t possible, the content will be appended to the end.
If added as new content, the editor opens with the suggestion inserted.
Note: You can’t move a suggestion to content that already has a pending suggestion.
Coming soon
Suggestions for duplicate content (merge/removal).
Suggestions for underperforming/redundant content (merge/removal/update).
Suggestions for Fin Tasks and Guidance.
FAQs
How often are suggestions created?
How often are suggestions created?
Suggestions are triggered daily or weekly, based on:
Volume: High number of conversations where a question and answer can be found.
Topic activity: Regular queries (1+ a day) on the same topic for at least 7 days.
Spikes: Rapid increases in related queries over 4 days.
What’s filtered out when generating suggestions?
What’s filtered out when generating suggestions?
Conversations without teammate responses
Abandoned conversations
Conversations where a teammate repeated the same answer as Fin
Conversations that mainly focus on a feature request or bug reporting
Existing content in your public articles and snippets
How do I know if content was generated by AI?
How do I know if content was generated by AI?
You can filter by content Created by Fin in Knowledge to see all AI-generated content.
What’s happening to content from conversations?
What’s happening to content from conversations?
The content from conversations feature has been replaced by the new Suggestions feature.
For customers without access to Insights, content from conversations will remain temporarily, but will be deprecated over time.
What’s the difference between suggestions in Train vs Analyze?
What’s the difference between suggestions in Train vs Analyze?
They use the same suggestions, but:
Fin AI Agent > Train: Gives a prioritized task list for knowledge managers.
Fin AI Agent > Analyze: More data-driven, ideal for support leaders and teams.
Who can accept or reject suggestions?
Who can accept or reject suggestions?
Teammates with “Can create and manage content in Knowledge” permission.
Are there any limitations for AI-powered suggestions?
Are there any limitations for AI-powered suggestions?
Suggestions are only generated for conversations that have an AI topic assigned.
No option to fast-track or manually flag individual conversations for suggestions.
Low-volume customers (with fewer conversations) may receive fewer or no suggestions.
Suggestions are only available for content created natively in Intercom (not from external sources).
Suggestions are currently limited to English-language content only.
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