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Fin Guidance

  • October 17, 2025
  • 2 replies
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A

My teammates reported an issue with a Fin response that stemmed from a Guidance prompt that was never enabled. I spent lots of time testing our active prompts before opening the prompt that isn’t enabled. That prompt is where Fin was pulling from; I had to delete the prompt entirely so Fin wouldn’t use it. How can I ensure that draft prompts are not being used in the background? 

Best answer by Nathan Sudds

​@Amber Stephens Guidance that isn’t enabled shouldn’t be used by Fin if it was that’s a problem that we should definitely report to the team!  Was this in your live setup or via the Preview/Test feature you were seeing this guidance impact the results?  If it’s in the Preview on the page where the Guidance is added I do believe it still works before you enable it because it’s meant for testing before you go live.

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    Nathan Sudds
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    • Nathan Sudds
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    • October 18, 2025

    ​@Amber Stephens Guidance that isn’t enabled shouldn’t be used by Fin if it was that’s a problem that we should definitely report to the team!  Was this in your live setup or via the Preview/Test feature you were seeing this guidance impact the results?  If it’s in the Preview on the page where the Guidance is added I do believe it still works before you enable it because it’s meant for testing before you go live.

    Nathan Sudds, Intercom Consultant | activelabs.ca | Book a free call: cal.com/nathansudds/intercom. Case study: https://www.intercom.com/customers/jukebox
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    • ari665
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    • October 18, 2025

    Hey Amber, that definitely sounds confusing. If Fin was pulling from a prompt that wasn’t enabled, it might mean the system still cached or indexed that draft in the background. The safest way to prevent it is to fully delete or archive any draft prompts you’re not actively using — just disabling them sometimes isn’t enough. After deleting, clear the cache or restart the workspace where Fin runs so it refreshes its active prompt list. If possible, double-check your prompt settings to make sure only the ones marked “enabled” are visible to Fin. If it still happens after that, it’s worth flagging to support so they can confirm whether the platform is mistakenly referencing inactive drafts.


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