How can I manage the article suggestions that comes in the messenger when a user asks a question? Lately we have been having issues with the article suggestions and want to improve/change it
Answered
Article suggestions in Messenger when User starts a conversation
Best answer by Paul Byrne
Hey
Thanks Adam, for the helpful reply you're mostly spot on!
Just to clarify: excluding articles and setting audience rules definitely help manage what’s suggested. The Article Search app controls Messenger home content, while Fin’s suggestions during conversations come from AI matching against Help Center content (not the app layout).
So both areas matter but Fin suggestions are based more on article quality and visibility settings than the Messenger customization itself.
+2Hi there!
Here is some information I found for the article suggestions:
Within a specific article you can set a specific audience and select if you would like to exclude it from the suggestions.
You can also go to settings > channels > Messenger > Customize Home with apps and customize the article selection through there if you are using the article search app.
I believe this is how Fin chooses suggested articles within a conversation as you have pictured.
Hope this helps!
+7- Intercom Team
- Answer
Hey
Thanks Adam, for the helpful reply you're mostly spot on!
Just to clarify: excluding articles and setting audience rules definitely help manage what’s suggested. The Article Search app controls Messenger home content, while Fin’s suggestions during conversations come from AI matching against Help Center content (not the app layout).
So both areas matter but Fin suggestions are based more on article quality and visibility settings than the Messenger customization itself.
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