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Is there a way to prevent Fin AI from stating "Contact Support" when the customer is already writing in?

  • 24 June 2024
  • 1 reply
  • 43 views

Our help center content often tells customers to contact support directly. However, when customers are writing in, Fin is pulling in that recommendation even though they are already in contact with Support. It is a bit redundant since they are already contacting support. Any recommendations on how to handle this? Can we block Fin from stating that at all? 

1 reply

aykut.aydin
Userlevel 3
Badge +3

Hey @Audrey

There is no direct way to block Fin from stating certain information from your help center content. That said, you can create a “Snippet” and within the Snippet you can tell Fin not to state that. (e.g. Do not tell customers to contact support directly). In this case, Fin will try to avoid stating that, although the information is still in your help center content.

 

Otherwise, the only option would be to remove that information from your help center content.

 

Hope this helps!

Ayk | Support Engineer at Intercom

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