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When creating public articles, you have four components that can help get them discovered:

  • Title
  • Description
  • Body
  • Collection

AI Agent will ingest this content and attempt to provide a best-fit answer based on its knowledge.

However, if you want multiple queries to lead to the same article, it seems there isn’t a direct way to accomplish it other than including wording throughout the title, description, and body such that alternative queries may pick up on that language.

 

Example

Suppose we have an article:

  • Title: How do I add a payment method?
  • Description: Learn how to associate a card with your account.

That’s straightforward enough and satisfies a couple ways that queries might go (“add a payment method,” “associate a card with your account”).

But, what if I want these other queries to lead to the same article:

  • How can I pay?
  • Where do I go to make sure you can charge me?
  • I received a notice for non-payment. What do I need to do?
  • I’m seeing an error for collecting an invoice balance. How do I resolve this?

Certainly, these could be woven into the article’s body in some manner or another. It may become clunky and seem to be optimizing akin to SEO rather than using natural, friendly language. I don’t wish to create effectively identical articles to overcome this.

 

Potential workaround

Custom Answers allow you to provide different ways of asking the same question in order to funnel the user toward the same answer each time. Technically, you could use them to capitalize on that ability of restating a question and have the Custom Answer provide the article as its response.

 

Concerns

Custom Answers and public articles are both static content. In a way, they could be viewed as interchangeable. In another way, they are differentiated by the fact that Fin will not incorporate a Custom Answer into its response. Rather, it responds with exactly the same answer every time, which is its intended usage. For this reason, articles may be preferable if you wish for a response to incorporate numerous elements and/or respond in a less rigid manner.

 

I could very well be missing some understanding here that would allow me to accomplish this in a smoother manner.

To help users find the right article for different queries:

Update Titles and Descriptions: Use broader phrases, like “How do I add or fix a payment method?” Include alternative wording naturally in the article body, like FAQs or examples.

Use Custom Answers: Set up triggers for specific queries (e.g., "How can I pay?" or "I received a payment notice") that link to the same article.

Combine Both: Use articles for detailed answers and Custom Answers for common, repetitive queries to make responses easier to find.

This keeps your content clear and user-friendly!

I’m aware of the options available that I presented in my post already. I’m seeking alternative solutions, if any exist. They may very well not and I’ll have to work around the issue.

I would expect that your response that you’d prefer not to do is something that gainst traction in the next few years.

“...I don’t wish to create effectively identical articles to overcome this.”  . Optimizing for user audience is important in content, so in this case certain articles sounds like you do want to optimize for the way fin is using it.  Great reference to how to optimize content for fin. It may get to the point where you have a certain collection or set of content that you specifically optimize to be used by Fin.

 

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