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Enable or disable content for Fin and Copilot

How to give Copilot and Fin for Service, Sales, and Ecommerce access to content which can be used to generate AI answers for customers and teammates.

Written by Beth-Ann Sher

Criteria for Fin content

  • Public articles - must be published, and your Help Center must be set live for them to be enabled for Fin and Copilot. They do not need to be in a collection.

  • Other content types - only need to be added to Knowledge and then they can be enabled for Fin and Copilot.

Note: If your subscription changes - for example, during a plan switch, payment failure, trial expiry, or account cancellation - your Help Center may be temporarily disabled. While it's disabled, public articles won't be available to Fin, which can prevent it from answering customer questions. Once your subscription is active again, set your Help Center live to reactivate your content.

Enable/disable content for Fin or Copilot in bulk

You can take bulk actions to enable/disable content for Fin or Copilot (including Fin for Service, Sales, and Ecommerce) from the Content page in Knowledge.

Simply select the content and then click on:

  • Change AI Agent state (Fin for Service)

  • Change Copilot state

  • Change Sales state

  • Change Ecommerce state

Enable/disable individual content items for Fin or Copilot

You can also change the Fin and Copilot state (including Fin for Service, Sales, and Ecommerce) from the Details panel when you're editing or creating new content.

Note: Content enabled for Service will automatically be enabled for Ecommerce, and vice versa. They can't be enabled/disabled independently.

Schedule content availability for Fin and Copilot

You can schedule when Snippets, Internal Articles, and Documents (External Content) turn on or off for Fin and Copilot, at a future date, time, and timezone. Set a start date only, or set both a start and end date to create a time-limited availability window. Scheduling applies to individual items or in bulk.

Schedule a single content item

  1. Go to Fin AI Agent > Train > Content and open the content item.

  2. In the right-hand "Details" panel, find the Scheduling section within the Fin dropdown.

  3. Click Schedule availability.

  4. In the modal: select the AI product, set availability (Enable or Disable), and pick a date, time, and timezone.

  5. Optionally toggle Set end date to add an end date and time — the action reverses automatically at that point.

  6. Click Schedule to confirm.

Bulk schedule content availability

  1. Select multiple content items from the content list under Fin AI Agent > Train > Content.

  2. Go to the More actions dropdown and select Schedule availability.

  3. The same scheduling modal applies to all selected items.

Filter scheduled content

Use scheduled availability to filter your content list and see all items with a pending schedule.

How scheduling works

  • Start date only: The enable/disable action fires at the scheduled time and stays in effect until you manually change it.

  • Start + end date: Content turns on (or off) at the start time, then automatically reverts at the end time.

  • Manual changes don't cancel a pending schedule: If you manually toggle availability after setting a schedule, the scheduled transition will still fire at its scheduled time and override your manual change.

  • One pending schedule per item per agent: Setting a new schedule replaces the previous one — no duplicates.

💡Tip

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