From the Knowledge Hub, you can create and manage snippets and enable them for use with Fin AI Agent and Fin AI Copilot. Snippets are small sources of information which aren’t publicly available to customers and only used by Fin to improve answer quality and coverage.
Create a snippet
To create a new snippet, go to the Knowledge Hub and click on + New content then select Snippet.
Add content
Now you can create your snippet by entering a title and body in text format.
You can highlight text to format it such as adding headers or links.
In order to get the best results, we recommend to split up longer content (like an FAQ list) into multiple snippets, as opposed to uploading content in one long snippet. This will make it easier for Fin to learn and search amongst your content. Learn more about optimizing your content for AI.
Save it
When you’ve finished writing the snippet, or you want to navigate away from the editor, you can click Save to save your changes.
Note:
Your snippet will also be auto-saved every few seconds while you're working in the editor. If your changes have been autosaved, the Save button will be grayed out and you can simply click on Cancel to exit the editor.
There is no “Save as draft” option for snippets. When snippets are saved, this is the information that becomes available to customers through Fin AI Agent and teammates via Fin AI Copilot (if enabled).
Once saved, snippets will usually be available for Fin to use within 10 minutes.
Manage snippets
Managing a snippet is all done from the snippet editor. Go to Knowledge Hub and click on the snippet you want to manage.
Configure settings
When you create a snippet, there's a "Details" panel on the right which contains:
Data: View the content type, language, creation date, created by, last update, and the teammate who last updated it.
Fin settings: To enable/disable for Fin AI Agent and Fin AI Copilot. When enabled, the content becomes available to customers through Fin AI Agent and to teammates via Fin AI Copilot, respectively.
Fin AI Agent Audience: Ensure customers only get answers and see content that is relevant for them.
Folder: Add the snippet to a relevant folder in the Knowledge Hub to keep content organized.
Make changes to the content
To edit an existing snippet, go to the Knowledge Hub and click on the snippet you want to make changes to. Then click on Edit.
When you’ve finished making changes, or you want to navigate away from the editor, click Save.
Your snippet will also be auto-saved every few seconds while you're working in the editor. If your changes have been autosaved, the Save button will be grayed out and you can simply click on Cancel to exit the editor.
Make it available to Fin
To make a snippet available to Fin AI Agent or Fin AI Copilot, go to the Knowledge Hub and open the internal article.
From the Details panel, scroll down to “Fin settings” and choose whether to toggle on:
Available for Fin AI Agent - This setting will make the snippet available for Fin AI Agent to use when responding to customers (it will respect any audience rules).
Available for Fin AI Copilot - This setting will make the snippet available for Fin AI Copilot to use when answering teammates questions in the inbox via the Copilot panel.
Teammates require access to Fin AI Copilot to use it in the inbox. This can be managed for each teammate from Settings > Workspace > Teammates.
Make it available to a specific audience
If your snippet is only relevant for a specific subset of customers, you can use audience filters to make it visible to certain people.
First, you’ll need to create and define the audience you want to target.
Then go to the Knowledge Hub and open the snippet. From the Details panel scroll down to “Audience” and use the dropdown to select one of your pre-defined audiences.
Note:
The default audience for snippets is “Everyone”.
Fin AI Agent will also respect any audience you apply to a snippet and only use this snippet to answer customer questions if they match the audience rules.
Fin AI Copilot currently does not use audience rules when answering teammates in the inbox.
Add it to a folder in the Knowledge Hub
Keep all your knowledge organized and easily accessible by adding snippets to the relevant folder where they should belong.
When you create a new snippet it will live under Content in the Knowledge Hub until you select a folder. To add a snippet to a folder or move it to a different folder, go to Knowledge Hub and open the snippet.
From the Details panel, scroll down to “Folder” and choose an existing folder or subfolder in the Knowledge Hub then select Move.
Learn how to create folders and organize your content in the Knowledge Hub.
Fin AI Agent answer behavior
When a snippet is used as a content source in a Fin AI Agent answer, the customer is not shown the link to the snippet. Instead, they will see a message saying: AI answers are generated based on both public and private sources provided by [your company name].
Fin AI Copilot answer behavior
When a snippet is used as a content source in a Fin AI Copilot answer, the teammate is shown a preview of the snippet source which they can open in the right sidebar.
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