Manually map article to Fin answer (when Fin used the wrong source) rather than new snippet | Community
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Manually map article to Fin answer (when Fin used the wrong source) rather than new snippet

Related products:Fin & AI
  • December 3, 2024
  • 3 replies
  • 122 views
Nikolina Tukic

When reviewing Fin accuracy I am surprised with Fin’s “choice” or articles.

For example a user is asking how to export some data, which is a common topic for which we have an article. Fin answers sourcing the “How to delete your account” article and says “Sorry I don’t have data .. “

Rather than creating a snippet which we then have to maintain, it’d be much better an easier if the feature “improve answer” had an option to unlink and re-link the source for that specific answer.

3 replies

Milan
Top Expert ✨
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  • Milan
  • Top Expert
  • December 3, 2024

Cao ​@Nikolina Tukic 

 

That’s really something that should not happen.

Can you double-check if that article is allowed to be used by FinAI? Go to Knowledge, check the Content section and find the article that explains this specific question and see if it has a checkmark under column AI Agent. Also, is that article something that is available to that specific user that was asking a question?

 

If it is checked, I suggest reporting it to Intercom support as they can look up for more details how this happened. 

Intercom certified partner | Sovaolo.com
    Nikolina Tukic
    • Nikolina Tukic
    • Author
    • New Participant
    • December 4, 2024

    Hey Milan,

    Thanks for your reply!
    If I go to our Intercom > Knowledge > Help Center and check permissions for the particular article that should have been sourced and see ✅ for AI Agent:

    It’s safe to assume something is wrong and it should be discussed with Intercom support?

    Thank you,

    S
    • Sandra_00_
    • New Participant
    • July 10, 2025

    We have the same, already several times. Fin is linking the wrong articles to a question and you cannot make him learn to not do and find the right articles. I shouldn't have to update existing articles to include the information, there is already information enough. The system doesn't allow you to manually associate a customer's question with a different article than what Fin originally selected. Please make it happen to allow.

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