Accessibility
Is Knowledge available on my plan?
Is Knowledge available on my plan?
Yes, the Knowledge feature is available on all plans and can be accessed from the main menu on the left under Knowledge.
Who can view content in Knowledge?
Who can view content in Knowledge?
Any teammate on your workspace will be able to view content within Knowledge. This includes teammates with full seats and lite seats. However, only teammates with full seats will be able to manage content in Knowledge if the Knowledge permission is enabled.
Managing knowledge
Can I restrict who creates and manages content in Knowledge?
Can I restrict who creates and manages content in Knowledge?
By default, all teammates will have Knowledge permissions but you can disable this for teammates who don't require it/shouldn't have access to create, import, sync, or update content in Knowledge. If this permission is disabled, they will have 'view only' permission.
Permissions for public articles are currently managed separately through Help Center Articles. Any Help Center Articles permissions you have will apply to public articles in Knowledge.
Can I bulk delete content in Knowledge?
Can I bulk delete content in Knowledge?
External sources you have synced with Knowledge can be removed and this will delete all of their content. However, you can’t select content in Knowledge and delete it as a bulk action. You need to open the individual content items and then delete them.
When are updates to content re-synced with Intercom and made available to Fin?
When are updates to content re-synced with Intercom and made available to Fin?
Updates to content created natively in intercom are available to Fin AI Agent and Copilot immediately.
Internal articles from Confluence, Guru, or Notion are synced every 24 hours. To re-sync immediately, you’ll need to do this manually.
Public articles from Zendesk are synced every hour.
Webpages (public URLs) are synced weekly, even if there's an update to the external content in the meantime. To re-sync immediately, you’ll need to do this manually.
Changes made to PDF files aren’t synced, you'll need to remove and re-add the PDF if you make changes.
How long is the content data retained in Intercom’s system after it's deleted?
How long is the content data retained in Intercom’s system after it's deleted?
Once the next content ingestion for your workspace is completed, the content will be gone from our system.
What's the difference between Help Center audience and Fin audience?
What's the difference between Help Center audience and Fin audience?
When using Fin, it's important to understand the two different types of audience targeting you can apply to public articles. These settings work together to control who can see an article in your Help Center and if Fin can use an article when responding to a customer.
What’s the difference?
Help Center audience: This setting controls who can view an article in your Help Center. If a customer doesn’t match the Help Center audience, they won't be able to see or access the article, even if they have a direct link.
Fin audience: This setting controls which articles Fin can use when generating an AI answer for a customer.
Setting up Help Center and Fin audiences
Navigate to Knowledge and open the article you want to configure.
In the Details panel on the right, set the article’s audience for general Help Center visibility.
Next, go to the Fin section in the right-hand panel. Use the Audience dropdown to select which customers Fin can use this article to answer.
How Help Center audience and Fin audience work together
Fin will only use an article to answer a customer’s question if both conditions are true:
The customer matches the Help Center audience rules (they can see the article in the Help Center).
The customer matches the Fin audience rules (Fin is allowed to share it with them).
Example
Your business has two plans: Basic and Pro.
An article about advanced features has a Help Center audience set to “Pro Plan customers”.
The same article has a Fin audience set to “Everyone”.
If a Basic Plan customer asks Fin about those features, Fin won’t use the article because the customer doesn’t meet the Help Center audience rules.
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