When Fin answers a question by drawing from a help article, it paraphrases and summarizes the article content well, but it strips out any hyperlinks that are embedded in that article. So if an article says something like "You can create one. Here's how" with "Here's how" linking to another resource, Fin reproduces the sentence in plain text with no link. The customer never sees it.
We confirmed this is a documented limitation in Intercom's own support documentation. Specifically, the following two Intercom help articles both address it directly:
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Fin AI Agent FAQs (https://www.intercom.com/help/en/articles/7727118-fin-ai-agent-faqs), under "Customer Experience":
"Currently, Fin AI Agent is not able to present links in consistently formatted hyperlinks. You can use Guidance to encourage Fin to hyperlink where possible, but this will still depend on which sources were initially retrieved by Fin when forming an AI answer."
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FAQs (https://fin.ai/help/en/articles/16257287-faqs), under "Fin Functionality":
"Currently, Fin AI Agent is not able to consistently present links in formatted hyperlinks."
We tried the Guidance approach referenced in the first article and tested it extensively. The result is that Fin does surface some URLs inline, but it does not carry through the actual hyperlinked text from the article body. The hyperlinks in our article content are simply dropped. Our customers never see them.
The workaround we were pointed toward is writing out URLs as plain text in every article body rather than using formatted hyperlinks. For a help center of any meaningful size, that is not a realistic ask. Our articles are written the way any standard help center article would be, with descriptive anchor text linking to related resources, and the expectation that those links would carry through to Fin responses is a reasonable one.
What we are hoping for is straightforward: when Fin references content from an article that contains a hyperlink, it should surface that link in its response rather than silently dropping it. This would make Fin significantly more useful for customers who need to take a next step or find related information, and it would eliminate the need to maintain two versions of article formatting.
Thanks for considering this. Happy to share specific examples from our testing if that would be useful.