This article covers how to access and use Fin AI Copilot as an agent in the inbox. We'll go through how to ask a question, filter by sources, and fact check the answers you're given before sending them to customers.
Asking Fin a question
You can open Fin AI Copilot from various places depending on your Help Desk preferences, and Fin can assist with both conversations and tickets.
From the right sidebar tab
Open the right sidebar on a conversation or ticket and select the AI Copilot tab in the top left.
Highlighting message text
Highlight text within a customer's conversation and click Ask Fin Copilot.
Using keyboard shortcuts
Simply use ⌘ / Ctrl K and search "Fin" then select Ask Fin AI Copilot from the menu and hit Enter .
From a suggested question
On some conversations, teammates might also see a suggested question above the inbox composer. This is an AI generated question from the context of the conversation. Clicking on it will automatically trigger a search using Fin AI Copilot.
You can pin/unpin the Ask Fin AI Copilot suggestions from the composer menu. Unpinning them will stop them from appearing on conversations.
You may also see suggested questions in the Fin AI Copilot tab.
Sometimes there will be multiple suggested questions that you can navigate between.
Asking internal questions
You can also ask Fin AI Copilot an internal question, and Fin will use internal articles to generate a response.
Answers which use internal sources will be clearly marked in yellow with an "internal" symbol 
Note:
In order for internal articles to be used by Fin AI Copilot, you'll need to create, sync, or import your internal articles to the Knowledge Hub first.
Fin AI Copilot can combine relevant internal and external sources in a single answer (unless sources have been filtered).
Check out these best practices for getting the best results when asking Fin AI Copilot a question.
Generating an answer
Fin AI Copilot can use any of the knowledge sources you've enabled in the Knowledge Hub, including:
Public articles - From your Help Center (these can also be synced or imported from Zendesk).
Internal articles - From the Knowledge Hub (these can also be synced or imported from Confluence, Guru, or Notion).
Websites - Public URL sources you've synced with the Knowledge Hub.
Snippets - Created in the Knowledge Hub.
PDFs - Uploaded to the Knowledge Hub.
Past conversations - The last 4 months of your team's conversation history.
Customer tickets - The last 4 months of your team's Customer ticket history.
Note:
Learn how to enable and manage available Knowledge sources for Fin AI Copilot.
Fin AI Copilot does not use Back-office tickets or Tracker tickets to generate an answer.
Fin AI Copilot currently does not use any Custom Answers you've enabled for Fin AI Agent.
Source filtering
You can select which sources you want Fin AI Copilot to use when searching for an answer. For example, you can query Fin to return answers that only use Internal articles as sources.
Source filters selected here will reset if you close/navigate away from the Fin AI Copilot conversation or refresh your browser.
After you've asked a question, Fin will generate a direct answer which can be made up of multiple sources.
Below the direct answer, Fin will surface the sources used, as well as some related content results.
Fin will have context on the questions you’ve asked before in the same AI copilot thread, so you can also ask a follow up question which relates to the previous answer.
For example:
Teammate: How do I issue a refund?
Fin: You can issue a refund by doing XYZ.
Teammate: But what if the order is more than 60 days ago?
Fin: If the order is more than 60 days ago, you can XYZ.
Verifying an answer
To verify an answer from Fin AI Copilot and ensure it's trustworthy, hover over a source (referenced within the answer and below the answer) to see a small summary.
Or click on the source to preview it in full in the sidebar.
You can also easily view all related content results by clicking the See all button.
Sending an answer
If you’re happy with the answer, you can click on Add to composer to insert the answer into the Reply box.
On certain plans, you can also select the dropdown arrow to Add to composer & modify and then select the adjustments you’d like to make:
My tone of voice
More friendly
More formal
Rephrase
Expand
Translate to...
Add as a note
Answers can also be edited or personalized directly in the composer before sending to the customer.
Closing Fin AI Copilot
To close Fin AI Copilot or view the conversation details again, simply click the Details tab on the right sidebar.
You can also hide this panel on the Help Desk using keyboard shortcut ] or click the “Menu” button in the top right. 
Remember, you can adjust the width of the right sidebar on the Help Desk at any time.
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