Saving snippets from the inbox vs updating the help centre

Charlie P · 2023-08-29T13:02:52+00:00

Just seen the new Fin feature that prompts Inbox agents if the want to save their responses as snippets for Fin to use in future answers. Doing so builds up a bank of snippets that you can review and manage manually.For me, Fin represented the end of the need to manage manual lists of responses (now known as “Custom Answers”). By simply ensuring that every answer that Fin didn’t know gets added to the help centre, then Fin continuously improves and I don’t have to worry about managing two sources - the help centre and a list of custom answers.I’m sure there will always be a need for some custom answers, but I’m a bit confused about why I’d want agents by default to submit their answers to be used as snippets. Surely the intention would be to improve the help centre that Fin is already monitoring?

Saving snippets from the inbox vs updating the help centre | Community

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