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Question

Any advice on using Fin for both internal company questions and external support?

  • March 14, 2025
  • 1 reply
  • 14 views

Hi!

I want to design a system where any employee can ask Fin questions and get answers based on our internal resources and customers can ask questions and get answers based on what’s in our help center. One idea was creating two help centers (one for employees and one for users) but looks like Fin can only be trained on one help center.

 

Anyone have success with creating a system that uses Fin trained on two different knowledge bases to answer questions? Or other general thoughts about how to go about this? We use confluence for our internal resources and have a help center that we directly edit for customer questions. Also don’t want to add every single employee as an intercom user 

1 reply

conor
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  • Active User
  • 14 replies
  • March 16, 2025

Hey - I believe you’d need a separate Intercom organisation for this, and even then it sounds a bit like the wrong approach. Unless your employees are spending a large amount of their time in your product (and therefore are always one click away from asking Fin a question) I would recommend building from wherever they already spent the most time.

My experience is that would typically be your chat tool like Slack, Teams or Discord. I’ve had a short search (not an endorsement, just an example) and something like Runbear would connect one of those three platforms to Confluence, and allow your team to search for information Confluence - and would likely be a lot easier than having to work out how to prevent customers from accessing internal information! 

You know your own company and business needs better, but that approach would be my suggestion!

Conor


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