I’d like to request a setting that allows teams to toggle the way Fin references help articles — specifically, the option to disable the small reference number format and instead display the full article title as a clickable hyperlink or list it clearly at the bottom of the conversation.
We’ve noticed that Fin now includes article references as small superscript numbers at the end of a sentence, requiring customers to hover over or click to see the linked article. While this may streamline the chat visually, it creates a usability issue for our customer base.
Why this matters:
Most of our customers are Gen X and Boomers, and our team is concerned that they may not intuitively understand that the small number is a clickable link. This could result in customers missing important resources and increase their reliance on live support.
Suggested solution:
Introduce a setting to choose how article references appear in Fin:
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Show full article titles as clickable links within the response
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OR list source articles at the bottom of the conversation
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OR allow teams to toggle between reference number format and traditional linking based on their audience
We’d love to see this added so we can better tailor the experience to our customers’ needs.
Thanks for considering!