Fin can now include up to three relevant images or GIFs from your existing support content directly in its replies. This feature is on by default and requires no additional setup; Fin automatically selects visuals based on the image content and the surrounding text context to ensure relevance.
When a customer receives a reply in the Messenger, they can tap to open, zoom, and scroll through the images.
For email-based support, Fin embeds these images directly within the answer text.
Note: Fin never generates new images. It only surfaces images or GIFs that already exist within your supported content sources.
Supported content sources
Fin can extract images and GIFs from the following sources:
Intercom Help Center articles (public and internal)
Website Sync
Imported content from Salesforce, Zendesk, and Freshdesk
Content sources not supported
While Fin can extract visuals from most synced sources, the following content types and platforms are not currently supported for image answers:
Snippets
Box and Document360
PDFs
Authoring best practices for visual answers
To help Fin choose the most helpful images for your customers, follow these content structure guidelines:
Place images strategically: Position screenshots immediately next to the relevant sentence or step they illustrate.
Use step-specific visuals: For multi-step guides, use clear, individual screenshots for each step rather than one dense composite image.
Focus on GIFs for motion: Use GIFs to demonstrate navigation walkthroughs, short UI flows, or transitions.
Highlight key elements: Annotate or highlight specific UI elements within your images to provide better guidance.
Tip: Fin does not use image metadata or alt text to select visuals; it relies entirely on the image content and surrounding text context.
Tracking image usage
Teammates can filter conversations to see exactly when Fin has included a visual in a reply:
Navigate to Inbox.
Click Search.
Select + Filters and type Image.
Choose Fin AI Agent: Image used in reply = true and click Done.
If you want to remove the option for Fin to send images in its replies, please reach out to support for assistance.
FAQs
Does Fin use image metadata or alt text?
No. Fin selects images based solely on the image itself and the nearby text in your content.
Is there a recommended image resolution?
No strict requirements. Just ensure images are clear and easy for customers to read.
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