Summary:
Provide the ability to control Fin agent access to articles by default (either individually or a folder level default), and/or support for configuring this setting via API while creating/updating articles.
Problem:
Currently, all published articles default to having Fin access enabled. While we intentionally publish some articles as unlisted (accessible only via direct link), Fin can still surface these articles and information within to users.
Our team frequently manages articles via API and is not always working directly in Intercom. As a result, we cannot reliably disable Fin access without manually logging in and updating each article.
Why this matters:
- Unlisted articles are meant to be restricted to users with direct links
- Fin surfacing these articles can expose context-specific or limited-use information
- This can lead to:
- Customer confusion
- Incorrect guidance being shared
- Increased support friction
Current limitations:
- No way to set Fin availability defaults for articles
- No API support to enable/disable Fin access
- No ability to control this at the folder level
- Fin audience settings exist at an individual article level, but are not configurable via API
Proposed Solution Ideas:
- Allow setting a default Fin availability state (e.g., OFF by default)
- Add API support to control Fin access per article
- Enable folder-level settings to manage Fin access at scale
- Ensure unlisted articles can be excluded from Fin by default
Impact:
This would give teams better control over what Fin can surface, prevent unintended information exposure, and reduce manual workflows when managing content programmatically.