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Answered

Best practices for FIN Snippet


I’m curious what other users have found most helpful when using FIN’s snippets to house FAQs. Have you been creating one single snippet and add multiple question/answers into the snippet. Or creating separate snippets for each question. I’m wondering which would be best for FIN search times.

Best answer by Jacob Cox

Hey there @Connor Takata !

While I can’t say definitively which method would provide the fastest response times, my inkling is that having a single FAQ snippet would be faster for Fin since it would only need to scan a single document rather than loading doc after doc.

From the standpoint of trying to keep your information organized, I could see having multiple Topic-Based FAQ docs easier for your team to keep an eye on (A snippet for Log-In FAQs, one for Billing FAQs, etc). That might be a good middle ground between the two options.

You could always test it out and see if one method delivers faster results for your particular situation as well!

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3 replies

Larissa Alberti
Intercom Team
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Adding @Milan and @Nathan Sudds in case they can advise and share their experience with that 🙌🏻


Larissa Alberti
Intercom Team
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Hey @Connor Takata 👋 

Larissa here from Intercom Support.

While we wait for other users to share their experience with Fin snippets, I’d love to share with you some Help Center articles that our team has published recently.

This article here talks about Support content Best Practices for Fin whilst this one talks about how to use Snippets with Fin.

Hey @Kevin Bendixen, @Brent, @Sam, just wondering if you can share your experience here 🙌


Jacob Cox
Intercom Team
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  • Sr. Technical Support Engineer
  • 441 replies
  • Answer
  • August 19, 2023

Hey there @Connor Takata !

While I can’t say definitively which method would provide the fastest response times, my inkling is that having a single FAQ snippet would be faster for Fin since it would only need to scan a single document rather than loading doc after doc.

From the standpoint of trying to keep your information organized, I could see having multiple Topic-Based FAQ docs easier for your team to keep an eye on (A snippet for Log-In FAQs, one for Billing FAQs, etc). That might be a good middle ground between the two options.

You could always test it out and see if one method delivers faster results for your particular situation as well!


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