What I want is that when we write an article and we need to make sure a specific section is always highlighted/referenced by AI, we can indicate this
Ex: certain actions are only possible if the client is working with a specific partner
Answered
AI Emphasised article sections
Best answer by melzayat
Hi
1. Write the section so retrieval can't miss it. Fin can retrieve a single section without the rest of the article, so the section has to stand on its own. Intercom's content readiness checklist covers this, and four factors matter most for your case:
- State the condition in the section itself. The docs call this audience specification: say who the content is for and what access is required. For example: "Bulk editing is only available to customers working with [Partner]."
- Give it its own heading covering one topic, and restate that topic in the first sentence, since Fin may not capture the heading.
- Repeat the partner and feature names inside the section, not just in the intro.
- Document the limitation and the alternative for customers who aren't on that partner.
2. Add content guidance as a backstop. Move the section into its own article or snippet. Then go to Fin AI Agent > Train > Guidance, add a rule under Content and sources ("If a customer asks about [action]…"), and use @ to reference that article or snippet. Fin will prioritize it when it's relevant. If the partner relationship is an attribute, pair the rule with an audience.
Guidance works at article or snippet level, not section level, so for critical content a separate snippet is the cleanest route. Also note that guidance prioritizes the source but doesn't guarantee it's used every time, so test with Preview user before relying on it.
Will come back here if I have any other ideas!
+2Hi
1. Write the section so retrieval can't miss it. Fin can retrieve a single section without the rest of the article, so the section has to stand on its own. Intercom's content readiness checklist covers this, and four factors matter most for your case:
- State the condition in the section itself. The docs call this audience specification: say who the content is for and what access is required. For example: "Bulk editing is only available to customers working with [Partner]."
- Give it its own heading covering one topic, and restate that topic in the first sentence, since Fin may not capture the heading.
- Repeat the partner and feature names inside the section, not just in the intro.
- Document the limitation and the alternative for customers who aren't on that partner.
2. Add content guidance as a backstop. Move the section into its own article or snippet. Then go to Fin AI Agent > Train > Guidance, add a rule under Content and sources ("If a customer asks about [action]…"), and use @ to reference that article or snippet. Fin will prioritize it when it's relevant. If the partner relationship is an attribute, pair the rule with an audience.
Guidance works at article or snippet level, not section level, so for critical content a separate snippet is the cleanest route. Also note that guidance prioritizes the source but doesn't guarantee it's used every time, so test with Preview user before relying on it.
Will come back here if I have any other ideas!
Join the Intercom Community 🎉
Already have an account? Login
Login to the community
No account yet? Create an account
Intercom Customers and Employees
Log in with SSOor
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.