Summary
Guidance in Intercom lets us control which content and sources Fin prioritises in specific situations. There is no equivalent for Procedures. We’d like similar guidance for procedures so we can control when and how Fin chooses to run one.
Current behaviour
- Guidance covers content and sources, so we can steer Fin toward the right articles or sources for a given situation.
- Procedures have no comparable prioritisation or situational control.
Problem
Certain types of questions have many variables that can confuse Fin. Fin also prioritises the core question rather than providing an A-Z answer. This makes it hard to:
- Keep Fin’s behaviour predictable and consistent.
- Make sure the right procedure runs in the right context.
- Stop Fin from answering with content when a procedure should run, or the other way around.
Requested solution
Add procedure guidance that works like content and sources guidance. It should let us:
- Prioritise specific procedures in defined situations (for example by topic, customer type, or conversation context).
- Set when a procedure should be preferred over content or sources, and vice versa.
- Help Fin handle multi-variable questions by guiding it through the full flow, rather than only answering the core question.
- Test and review how this guidance affects Fin’s behaviour, as with existing guidance.
Expected impact
- More accurate and consistent procedure usage.
- More complete answers on complex, multi-variable questions.
- Less manual workaround, such as over-tuning procedure descriptions or content to influence routing.
- More confidence in rolling out procedures at scale.