Fin is hungry for information. The more you feed it, the better it performs. Fin 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 will automatically generate responses called AI Answers by using the support content you add. You'll be able to preview this before going live.
Setup & preview
Start adding your content from AI Chatbot > Setup & Preview. Fin will use AI to automatically generate answers using the content of your choice.
You'll see a panel for each of the different kinds of content that Fin can use, together with summaries of how many pieces of each kind of content Fin has available to use.
Each of the panels has a "status" indicator to let you know if Fin is using the corresponding content:
No indicator: There is no content available for Fin to use.
Find a list of content sources that are compatible with Fin below.
Use external content
If you don’t have an Intercom Help Center, or you would like to Fin to use other support content, select Use 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.
When content is syncing, you’ll see a progress bar showing how much content from this source is synced.
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 by clicking Manage.
Use Intercom Help Center
If you have Intercom Articles set up, you’ll see these are automatically available and active when configuring Fin.
You can do the following:
Add - takes you to the All Articles page in your workspace where you can create new articles.
Manage - takes you to the Fin Content library filtered by Articles, so that you can manage which of your available Articles Fin is allowed to use.
Fin 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.
You can also create simple text Snippets to provide specific answers that will not be referenced by Fin 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 Fin Content library.
Manage - takes you to the Fin Content library filtered by Snippets, so that you can manage which of your available snippets Fin is allowed to use.
PDF files are another content source that can be consumed by Fin. 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, click + Add to get started.
Use Custom Answers
Fin 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, click Manage to get started.
Preview & test Fin 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.
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