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Saving snippets from the inbox vs updating the help centre


Charlie P
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Just seen the new Fin feature that prompts Inbox agents if the want to save their responses as snippets for Fin to use in future answers. Doing so builds up a bank of snippets that you can review and manage manually.

For me, Fin represented the end of the need to manage manual lists of responses (now known as “Custom Answers”). By simply ensuring that every answer that Fin didn’t know gets added to the help centre, then Fin continuously improves and I don’t have to worry about managing two sources - the help centre and a list of custom answers.

I’m sure there will always be a need for some custom answers, but I’m a bit confused about why I’d want agents by default to submit their answers to be used as snippets. Surely the intention would be to improve the help centre that Fin is already monitoring?

2 replies

Hey Charlie 👋

Thanks for the feedback on our conversational snippets feature - I definitely hear your concerns on generating snippets vs improving help articles. From our early testing, integrating new knowledge into existing help articles can often be challenging and time consuming - from having to figure out which article to update, where in that article to update, how to restructure it, reformatting everything etc.

We decided to start with creating snippets as there is a much lower barrier to entry for getting that new knowledge into Fin, one click and it is available to be used. However you are right that the long term goal is to consolidate those snippets/items of knowledge back into the help centre and we are now figuring out what tools and capabilities would help users such as yourself to do that easily.

I hope that helps and we welcome any more feedback or thoughts if you have them!


Charlie P
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  • 9 replies
  • September 4, 2023

Thanks for the insights Chris; interesting to hear your experience.

I can see that adding a snippet is much faster, but the idea of building future debt around keeping articles up to date sounds worse to me! Still, if it works for some, then great.

Would be very interested to learn more about your plans for improving the flow of feeding back Fin improvements straight back to the help centre, thereby avoiding the need to build up manual temporary content.


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