Supporting multiple products with Fin

@Jacob Cox thanks for the response on a Sunday. I am using the actual Fin product and our articles are hosted on Intercom. Audience targeting would only work for logged in users and would also prevent our articles from surfacing on Google Search.

The fix will be to be able to be able to prompt the user for the product they need help with (we do this already) and then restrict Fin to the collections appropriate to the product.

I have another use case for this thread, and I can use some help to figure out how we can use Fin successfully.

We also have 3 different products and we currently have a Custom bot set up that identifies the user attribute for each product  (user attribute: Product ID) for the user when it comes to chat and it redirects them to the correct team according to the product ID the user has.

We also have ALL the articles set up with target audiences based on the Product ID so the custom bot shows only the correct artciles for the correct products and users find the right answers when they search the help center.

BUT this set up creates another problem … we cannot use the links to articles in external emails for our prospect users since the articles are “restricted” by the product ID. SO we are deciding if we want to create “duplicate”  articles to use only for marketing purposes and make only those public or make ALL the articles public, and add a distinction on EACh article title to identify the correct Product that users can identify it’s for the correct product before opening it.

Now with the aditon of Fin, if we make all articles public then Fin will give all the wrong answers to users for each product because articles are not targeted. nd if we leave them targete our Marketing team cannot use the article links to send out emails to prospects/leads.

Can anyone give any advice on what would be the best path moving forward? before we start changing all 800 articles on our help center.
Any chance that each Fin profile can have the option to use only certain collections of articles or tags? so we can have that option for those of us that cannot use target audiences? maybe is a suggestion for your roadmap to consider.

@Chris C11 , looks like our use cases are pretty similar, if you are interested in exchanging ideas and tips on Intercom feel free to message me, I think we can both learn from each other.

Thank you.

@Chris C11 if I could upvote this, I would. Since I can’t, I liked your post. Our company is using Fin and has the exact same setup in our product areas and article collections. And to complicate matters, a lot of language in our articles has similar terms like “files” because our platform is an end-to-end creation tool where you are working with the same files across the different product areas. It’s frustrating to see Fin give the wrong answers over and over again because it’s not pulling the articles from the right collection. I hope the Intercom product team implements your suggestion of prompting the user for the product they need help with  first and then having Fin search the articles in that collection. One refinement I would make to your suggestion, though, is instead of Fin restricting its search just to the articles in that collection, making that collection the first and primary place it searches but then allowing it to search the rest of the articles on the help center if a resolution isn’t found in that collection. Because again, in our company, sometimes the processes cross product areas so we wouldn’t want to exclude all articles besides the one in the product area’s collection in case the answer does exist elsewhere on the site or the user chooses the wrong product area in the prompt (a common issue for new users). 

We have exactly the same problem. this week I saw multiple help center feature and I was happy.  Thank you @Cary Melly for your question. do you find the answer?