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Conversation content for Fin AI Agent [open beta]
Conversation content for Fin AI Agent [open beta]

How to use conversation content with Fin AI Agent.

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

Your Support team's conversations contain a wealth of knowledge with some of the most reliable and up-to-date information. With conversation content enabled, teammates can suggest content to be used again by Fin AI Agent, directly from the Help Desk.

Enabling conversation content for Fin AI Agent

Conversation content can be enabled from Fin AI Agent > Overview > Add content under Use Inbox conversation content.

Simply toggle "Collect conversation content from the inbox".

Who can suggest conversation content for Fin AI Agent

You can choose which teammates are able to suggest conversation content from the Help Desk. For example, you may only want to enable this for senior Support reps with more experience.

Use the dropdown to select which teammates can suggest their conversation content, or allow Any teammate to suggest content.

There is a limit of 30 teammates who can suggest conversation content for Fin AI Agent.

How conversation content is approved

Once conversation content is suggested via the Help Desk, it will automatically be added as Snippets on the Content page. You'll need to decide if these Snippets are:

  • Immediately available to Fin Recommended , or

  • Set them as 'pending' in the 'Content suggestions' page for review.

Making them immediately available is recommended for Fin AI Agent to use the new content and support more customers as soon as possible, without any additional content management required.

Suggesting content via the Help Desk

For some conversations (max 4 conversations per teammate per day), after a teammate closes or snoozes a conversation, a modal pops up with a suggested question and answer (Q&A). Using AI, this Q&A has automatically been extracted from the content of the conversation, and then rephrased to become more generic, in order to serve as an answer to similar conversations in the future.

The teammate can then:

  • Edit the Q&A if needed,

  • Suggest the content to be used by Fin AI Agent, or

  • Don’t suggest the content and provide a reason why it was not suggested.

Reviewing and managing conversation content

If you've chosen Snippets to be "Immediately available to Fin"

After a teammate suggests content via the Help Desk, this content is immediately available for Fin AI Agent to use. Every piece of content goes into the Content page as a Snippet and you can always edit it and enable or disable it (Used by Fin / Not used by Fin) from there.

If you've chosen to "Set them as pending in the Content suggestions page for review"

After a teammate suggests content via the Help Desk, it goes into the Content Suggestions page for review.

From here, you can approve or reject the Snippets for Fin AI Agent:

  • If you approve a Snippet, it will be added to the Content page and set to Used by Fin.

  • If you reject a Snippet, it will be marked as Rejected and removed from the Content Suggestions page.

Click Review suggestions to open the first suggestion on the list in a modal. This allows you to preview the content, edit the suggestion, skip to the next suggestion, add as a snippet, or reject the suggestion.

You can also select suggestions directly from the table and click the Review suggestions button to bulk approve or reject them.


When you have more than 24 pending suggestions, reminder banners will be visible in the Content page and in the Setup & Preview page to review these suggestions.

Additionally, you can opt in to receive email notifications for pending suggestions.

These email notifications can be turned on or off from Your account > Notifications.


What do customers see when an AI answer contains a snippet?

Snippets are private pieces of content, meaning that customers can’t access them. A message which contains an AI answer where a Snippet was used will therefore not show a link to the source (as it does with Articles or external sources).

Instead, it shows an information icon ℹ️ which explains, "This answer is generated with AI based on both public and internal sources provided by [your company name]."

What do teammates see when an AI answer contains a snippet?

Teammates working from the Help Desk will see a reference to the private Snippet, which is not visible to the customer. Clicking on that link will direct them to the Content page, where these Snippets are managed.

Best Practice

It's important to encourage your Support team to review each content suggestion. You want to avoid having unhelpful or duplicate content added to your Content page, because this can reduce Fin AI Agent's ability to provide accurate answers (and give your content managers a hard job!)

Here are some guidelines for your teammates suggesting content via the Help Desk.

What to do when suggesting conversation content:

  • You want to see one clear question with one clear answer.

  • If you can improve the suggestion with some quick changes, do.

  • Check that correct product names are referenced in both the question and answer, and edit if necessary.

  • Check that it’s not a generic question with a very specific answer or use case. If you need to edit the question to be more relevant, do.

This will help to ensure the content being suggested is good quality and optimized for Fin AI Agent.

When not to suggest conversation content:

  • The question or answer is too complex or unique to a specific customer (e.g. a customer’s report).

  • The answer already exists in Content (e.g. your Intercom Help Center).

  • The answer is too vague, lacks key information to properly resolve the query, or doesn't make sense out of context.

  • The answer is about something which is time sensitive and only relevant for a brief period (e.g. a workaround for a bug which you are fixing).

These are good reasons to select Don't suggest in the pop up modal as they are unlikely to add useful information to your content.


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