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Add your support content for Fin AI Agent

How to add content Fin AI Agent can use to start providing customers with answers.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

Fin AI Agent is hungry for information. The more you feed it, the better it performs. Fin AI Agent can use both your Intercom Articles and other external support content, so you can decide exactly which sources of information you would like Fin to use when answering customers' questions.

Fin AI Agent will automatically generate responses called AI answers by using the support content you add. You'll be able to preview this before going live.

See our Fin Best Practices for optimizing your support content.

Add content

Fin will use AI to automatically generate answers using the content of your choice. Start adding your content to Fin AI Agent from Fin AI Agent > Overview > Add content.

If you land on this page before opting into Fin, you'll see a landing page asking for consent to share your Fin content with Open AI. Only teammates with billing permissions can accept the terms and dismiss this landing page for the workspace.

You'll see a panel for each of the different kinds of content that Fin AI Agent can use, together with summaries of how many pieces of each kind of content Fin has available to use.

Find a list of content sources that are compatible with Fin AI Agent below.

Import external content

If you don’t have an Intercom Help Center, or you would like to Fin AI Agent to use other support content, select Import external content and add click + Add to start syncing your external content with Fin.

You can use any public URL (such as pages on your website, pricing information, blog posts etc.) and we will import and keep the content synced with the URL source once a week to ensure it’s kept up-to-date.


  • Fin AI Agent only imports pages that start with the URL you enter, so it’s best to use the most basic URL stem possible. For example, don’t use, you should use instead. See all troubleshooting tips for importing content.

  • Fin AI Agent is currently unable to interpret or represent images or multimedia content.

When content is syncing, you’ll see a progress bar showing how much content from this source is synced.

This process can take anywhere from a couple of minutes to a few hours depending on the volume of your help content. You can leave this page and return to it at any time - we will email you when the sync is complete and Fin is ready.


  • Fin AI Agent syncs external content weekly. If you want it to update immediately, it's best to delete the imported content and reimport.

  • During the sync, if we're unable to access or crawl some of the pages that were available before, we'll inform you about this via email.

  • To avoid any potential loss of data, we will wait 48 hours before updating Fin AI Agent's content. If we don’t hear from you within this time frame, we will assume that the deletion of these pages was intentional, and we will update your index content accordingly.

Once all content is synced and available, this content source will become active and be marked as Used by Fin. You can control which pages from this source are used by Fin AI Agent by clicking Manage.

If you expected to see more pages synced from your external content, read our troubleshooting tips.

Use your Intercom Help Center

If you have Intercom Articles set up, you’ll see these articles appearing in the Fin Content section. However, you will still need to toggle the option for the article to be accessible for Fin. You can do this in bulk, by selecting multiple articles and selecting the 'Change State' button

In the Use your Intercom Help Center section you have two options:

  • Add - takes you to the All Articles page in your workspace where you can create new articles.

  • Manage - takes you to the Content library filtered by Articles, so that you can manage which of your available Articles Fin AI Agent is allowed to use.

If you currently have no Articles published, you will only see an option to + Add

For an article to be available to Fin AI Agent, it needs to be:

  • Published

  • Part of a collection

  • Part of a live Help Center

  • Contain text (Fin is currently unable to interpret or represent images or multimedia content)

Fin AI Agent will respect any audience targeting you have on articles, so if you have content for different segments of your customers you can be sure Fin will only show the right content to the right people.

Make sure your articles are comprehensive and up-to-date, so that Fin can start resolving customer questions instantly. Teammates will need the following permissions to create/edit your articles:

Use Snippets

You can also create simple text Snippets to provide specific answers that will not be referenced by Fin AI Agent when replying to customers and are only there to improve answer quality and coverage.

For example you might want to add some FAQs from your website or bug details that should not be searchable in your public knowledge base and not applicable to all customers, but would be useful for Fin to answer specific customer queries.

You can do the following:

  • Add - takes you to the Snippet creation panel of the Content library.

  • Manage - takes you to the Content library filtered by Snippets, so that you can manage which of your available snippets Fin AI Agent is allowed to use.

If you currently have no Snippets saved, you will only see an option to + Add

Import content from files

PDF files are another content source that can be consumed by Fin AI Agent. Simply upload a PDF file and the text content from the file will be scraped and made available for Fin to use within minutes.

Similar to Snippets, content from these PDF files are a private source so your customers will not see any link references to them in the Messenger and the content is only there to be used by Fin to improve answer quality and coverage.

If you'd like to upload a PDF file for Fin AI Agent, click + Add to get started.

Use Custom Answers

Fin AI Agent can be set up to use Custom Answers to resolve specific questions a customer asks at the start of a new conversation, and Fin will prioritize them over its AI Answers.

These allow you to build bespoke answers to the most important questions for increased accuracy, consistency, and specificity and when you want to create answers that include rich media, Custom Actions, Custom Objects and/or Custom Apps.

If you'd like to create new Custom Answers for Fin AI Agent, click Manage to get started.


  • A Custom Answer must be set live for Fin to be able to use it.

  • Fin AI Agent will first respond with Custom Answers if there’s a strong match. Otherwise, it will generate its own AI Answer (if AI Answers are enabled).

  • When Fin creates an AI answer, all content sources are weighed equally.

Preview & test Fin AI Agent with your content

Once you’ve finished adding content, you can use the interactive preview on the right to start having a conversation with Fin AI Agent.


  • To preview Fin AI Agent the Messenger must be installed on web.

  • While the preview does not require Fin AI Agent to be set live, it still requires the content to be visible to Fin:

    • If the content has been set to Not used by Fin in the Content library, then Fin will not be able to deliver the content in the preview.

  • When using the Fin AI Agent preview in your workspace, the Messenger will always use the default brand and the Help Center associated with it. If you have another Help Center associated with another Messenger brand it will still show as the default brand.


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