Is it possible to create an article from a document uploaded to our Knowledge Base? If so, could you please explain how to perform this action?"
Answered
Article
Best answer by Adam Warden
Yes, the articles populate the help center, but the articles can also serve to feed Fin AI. The documents when uploaded by themselves are not referenced by Fin directly, but you can use them within articles I believe if you would like Fin to share them with customers.
Here is a breakdown of articles compared to documents:
Help Center articles:
- Populate your public Help Center for customer self-service
- Power Fin AI Agent to provide 24/7 automated support
- Can be used by teammates in conversations
Uploaded documents:
- PDF or DOCX files are scraped and made available to Fin AI Agent within minutes
- Content remains private (customers won't see document references in responses)
- Improves AI answer quality and coverage without creating separate articles
+2Hi Marcelo!
Currently, it is not possible to automatically create an article directly from a document uploaded to your Knowledge Base. Uploaded documents (PDF or DOCX) are processed so their text content can be used by AI features, but they remain as separate, view-only sources and cannot be converted into editable articles within Knowledge.
To create an article, you need to manually add a new internal or public article in Knowledge by clicking + New content and selecting the desired article type. You can then copy and paste content from your document into the article editor as needed. Documents themselves cannot be edited or transformed into articles within the platform.
Hope this helps!
Thank you for your response, Adam!
Just to confirm—are the articles being created specifically to populate the Help Center? The chatbot will reference the uploaded document, correct? I want to avoid any rework.
Warm regards,
MM
+2Yes, the articles populate the help center, but the articles can also serve to feed Fin AI. The documents when uploaded by themselves are not referenced by Fin directly, but you can use them within articles I believe if you would like Fin to share them with customers.
Here is a breakdown of articles compared to documents:
Help Center articles:
- Populate your public Help Center for customer self-service
- Power Fin AI Agent to provide 24/7 automated support
- Can be used by teammates in conversations
Uploaded documents:
- PDF or DOCX files are scraped and made available to Fin AI Agent within minutes
- Content remains private (customers won't see document references in responses)
- Improves AI answer quality and coverage without creating separate articles
Thank you very much for explaining the differences between the two functionalities.
It sounds like having both would be ideal to enhance the customer experience—would you agree?
+2You are welcome! Yes, I would agree. Intercom also offers other types of content that can be used here as well. I think it all just comes down to what your objective is with the content.
If you have any other questions and I would be happy to help! Best of luck :)
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