Optimize option for FIN needs some refurbish! | Community
Skip to main content
Question

Optimize option for FIN needs some refurbish!

  • November 26, 2025
  • 1 reply
  • 12 views
D

Issues:

  • Once you add a content to a missing one and create either a snippet or article from it- you can never go back or see an audit trail of what you have actually done. 
     
  • There is no list anywhere where you can see which content gaps you have actually optimized. We would like to store them somewhere which them might be helpful for configuting another area
     
  • Once you add the content and hit save, it opens the next suggestion instead of taking you back to the Optimize page, this is quite confusing and unrelated from what you were doing. 
     
  • No export buttons anywhere
     
  • There is a table where they give percentages of conversations, but you can not click open any of these to see where they are stemming from- again, also no export option located.

     


​​​​​​​

 

1 reply

Paul Byrne
Intercom Team
Forum|alt.badge.img+6
  • Paul ByrneIntercom Team
  • Intercom Team
  • November 27, 2025

Hey ​@Duygu Demir Paul here from support engineering to help you out 🤝 

I can see how that would be confusing. Here’s exactly what’s going on.

The Optimize Suggestions flow is intentionally designed as a focus-mode inbox: when you accept or create content, the UI automatically advances to the next suggestion. There isn’t currently a dedicated “optimized gaps” list or a single Export button inside Optimize. This is by design, but I understand how having a consolidated export or audit trail would make tracking and reporting much easier.

Here’s what you can do right now to build a reliable audit trail and export the conversation sources:

  1. In Optimize, pick your topic and open a suggestion. Before accepting (creating a snippet or saving an article draft), take a screenshot of the suggestion card. Do the same after acceptance.
  2. Go to Knowledge → Snippets (or Articles) and search for the newly created item by its text or title. Note the Content ID, creator, and timestamp.
  3. Open Settings / Admin → Teammate activity logs (or Admin Tools). Filter events for the time you accepted the suggestion, focusing on create_snippet, create_article, or update_article events. Export those rows to CSV (including date, teammate, event, content ID, and title). This CSV is your audit trail of “what was optimized.”
  4. For escalation or deeper troubleshooting, capture the request_id shown in the activity event. This lets us trace the exact event in backend logs.

     

If you want to see the conversations that contributed to a percentage in an Optimize table, you can re-create the same metric in Reports → Custom reports. Use the Drill-in feature on the chart to view the contributing conversations. You can click conversation IDs to open them in the Inbox or export the chart data to CSV, giving you the raw conversation list behind the percentage.

 

Terms & ConditionsAccessibility statement