This guide outlines best practices for naming and organizing your Help Center articles, structuring article content, and using AI tools to create and optimize content for Fin AI Agent. Fin AI Agent is available on select Intercom plans — check your plan details to confirm access. By following these guidelines, you can build a Help Center that meets customer needs while maximizing the effectiveness of Fin AI Agent.
How to name and organize your Help Center articles for Fin
The following tips will help you name and organize your Help Center articles so Fin AI Agent can accurately match them to customer queries.
Use customer terminology:
Align article phrasing with customer language, especially for FAQs. This improves Fin’s ability to match content to customer queries.
Example: Use “How do I reset my password?” instead of “Password recovery steps.”
Analyze past conversations:
Review customer queries and conversations to identify common terms and phrasing.
Use Fin Insights to spot topic trends, gaps, and action improvements.
Job-To-Be-Done (JTBD) approach:
Focus on the problems customers are trying to solve.
Frame content based on tasks or goals rather than product terminology. For example, “How to schedule a meeting” vs. “Calendar integration setup.”
Restate questions in answers:
FAQs should include the question within the answer.
Example: “To reset your password, follow these steps...”
How to structure your Help Center articles for Fin
The following tips cover how to format and structure Help Center articles so customers and Fin AI Agent can quickly find the information they need.
Titles and descriptions:
Make titles descriptive to improve searchability and help customers select the relevant article as they browse your Help Center.
Titles help Fin match the right content with a customer's question.
An article description should clearly describe what the article covers and how it can help. Keep it short and to the point (140 character limit).
Headers:
Use headers (H1, H2, H3) to divide content into logical sections.
Helps customers and Fin quickly scan longer articles to find the information or section they need.
Step-by-step instructions:
Use numbered lists for clarity and easy scanning.
Helps customers and Fin follow processes correctly.
Callouts:
Highlight key information with bold text labeled “Note” or "Important" to flag information Fin should include in responses.
Use the color callout blocks to highlight these sections for customers to see important information when reading your articles.
Length:
Article length isn’t critical, but standalone articles are better for common queries or very detailed user guides.
How to organize your Help Center categories and groups for Fin
A collection in your Help Center is a group of related articles — similar to a folder or category. Organizing collections logically helps customers browse your Help Center and helps Fin AI Agent understand the context of your content. The following tips will help you structure your collections effectively.
These tips for organizing Help Center collections for Fin AI Agent cover information architecture and user-centric design:
Logical Information Architecture (IA):
Group articles into familiar categories that align with customer expectations.
Example Structure:
Overview: Pricing plans, company overview.
Getting Started: Onboarding and first steps.
Core Features: Articles grouped by product features (e.g., “[Feature] explained”, setup guides, best practices, troubleshooting, FAQs).
Security/Privacy: Policies and compliance.
Integrations: Guides for third-party tools.
User-centric design:
Use tools like Optimal Workshop to test your structure with teammates or customers.
Ensure collections feel intuitive based on user behavior and product structure.
Using Fin Operator for content creation and optimization
Use Fin Operator to:
Repurpose internal content:
Quickly convert internal documents and product updates into customer-friendly Help Center articles.
Update existing content:
Quickly find articles in your help center that are impacted by a product change and see exactly what needs updating.
Review and rewrite:
Rephrase content to match customer language.
Ensure proper formatting (headers, bullet points, etc.).
Clarify ambiguous terms.
Using Operator works really well if you create a style guide with the structure, formatting, tone of voice, and template you'd like Operator to use when generating and optimizing articles for Fin and your Help Center. A style guide helps ensure consistency across all your content and improves how well Fin AI Agent retrieves and uses your articles. You can create your own style guide by documenting your preferred tone, terminology, heading structure, and formatting rules — then upload it as a PDF or paste it into the Operator chat. Download the example style guide at the bottom of this article to get started.
Great prompts to use with Operator:
New content creation:
Transform the attached “[name of internal document]” into a polished, customer-friendly public article that strictly follows our Style Guide.
The finished piece must be easy for humans to read and for AI systems to parse and extract structured information.
Use only facts present in the internal doc. Do not invent, infer, or omit critical details.
Apply every directive in the Style Guide (tone, capitalization, terminology, heading hierarchy, inclusive language, etc.).
Updating content impacted by product changes:
Review all relevant content in the knowledge base and recommend updates based on the following product change:
[your product update]
Existing content optimization:
Restructure the "[name of article]" into a customer-friendly Help Center article that strictly follows the Style Guide.
Do not add, omit, or modify any factual information—only restructure and reformat the existing content to meet high standards of clarity, consistency, and AI-readability.
By following these best practices, you’ll build a Help Center that’s not only clear and easy for customers to navigate, but also finely tuned for Fin. The result? A smoother, smarter, self-serve support experience that empowers your customers and boosts Fin's resolution rate 🚀
Download the Style Guide example below to get started 👇
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