Documents are another content source that can be added to Knowledge and enabled for both Fin AI Agent and Copilot. Simply upload a PDF or DOCX file and the text content from the file will be scraped and made available for AI to use within minutes.
Similar to Snippets, content from these documents is a private source so your customers will not see any link references to them in Fin’s responses. The content is only there to be accessible to teammates in your workspace and improve AI answer quality and coverage.
Upload a document for Fin or Copilot
Go to Fin AI Agent > Train > Content and select See all under "Add content" then select Upload a document.
Next, choose your PDF or DOCX file or drag and drop it in the modal. You can upload up to 10 files at one time.
Note:
If you upload multiple files in bulk, you'll receive a single email containing all the details.
Multi-file uploads may not be enabled on your workspace. If that's the case, please reach out to our support team for assistance.
Once added, you will see a success message to say the file was uploaded successfully and then processed.
Documents will be visible from Fin AI Agent > Train > Content within a few minutes and will usually be available for Fin and Copilot to use within 10 minutes (if enabled).
Note:
Each document uploaded has to have a unique name with unique content.
Only text format is supported (i.e. if you can select the text from the PDF, Fin and Copilot can use it).
Text within table format is also readable by Fin and Copilot.
Images from documents are not scraped.
Documents larger than 100 MB cannot be imported.
Encrypted or password protected documents are not supported.
Each workspace has a limit of 100 documents you can upload.
Multi-column documents are not supported:
Managing documents
Update or delete a document
Documents can be re-uploaded or deleted by navigating to Fin AI Agent > Train > Content and opening the document (you can search and filter by Document at the top of the Content page).
In the document view you can choose to Delete or Re-upload and select a new copy of the document you want to replace this with.
Note: Documents are view-only and can’t be edited directly within Intercom. If you want to update the content, the document source will need to be updated and then re-uploaded.
Enable/disable documents for Fin and Copilot
If you want to enable or disable documents for Fin and Copilot, go to Fin AI Agent > Train > Content and open the document (you can search and filter by Document at the top of the Content page).
Then from the "Details" panel navigate to Fin and toggle on/off the options for:
Fin AI Agent - This setting will make the document available for Fin to use when responding to customers (it will respect any audience rules).
Copilot - This setting will make the document available for Copilot to use when answering teammates questions in the inbox.
Fin AI Agent answer behavior
When a document is used as a content source in an AI answer, the customer is not shown a link to the document. Instead, they will see a message saying AI answers are generated based on both public and private sources provided by [your company name].
Copilot answer behavior
When a document is used as a source in a Copilot answer, the teammate is shown a preview of the document which they can click on to open in the right sidebar.
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