How to encourage FIN to source it's answers from a particular help center

Question

My company has three products. Each of them have their own knowledge center. Each customer conversation is tagged based on which app the user originated from. Fin doesn’t seem to be able to connect the dots that when a conversation is tagged with Product A, it should use the associated knowledge center. I have provided this instruction via the guidance section of the training system.Do you have suggestions about how I can get FIN to focus it’s answers based on a tag?

Paul Byrne · Accepted Answer

Hi ​@Mike SimmonsPaul here from the friendly support engineering team!Fin doesn’t currently use conversation tags to filter Help Center content, but you can guide it in a few effective ways:1. Update Fin GuidanceAdd specific instructions like:“If the conversation is tagged Product A, only use articles from Product A’s Help Center.”This helps Fin bias answers based on context, though it doesn’t strictly filter content.2. Use Custom Attributes Instead of TagsPass a product_name attribute to Fin via Messenger, and refer to it in Guidance. Fin responds better to known attributes than post-chat tags.Let me know if you want help writing the Guidance or setting up product-specific routing!

Tommy Mains · Answer

My company has three products. Each of them have their own knowledge center.Each customer conversation is tagged based on which app the user originated from.Fin doesn’t seem to be able to connect the dots that when a conversation is tagged with Product A, it should use the associated knowledge center. I have provided this instruction via the guidance section of the training system.Do you have suggestions about how I can get FIN to focus it’s answers based on a tag?Hi, Mike.If I’m understanding your question correctly, it seems like creating audiences isthe answer.You can create audiences here:Settings > Data > Audiences. Just search “Audience” in Settings. It sounds like you’ll want three audiences, one for each product/app the user is chatting for help from. We’ll just call these Audiences A, B, and C.Then, over in the Knowledge Hub > Sources, click on the website containing the knowledge base for Audience A’s product (this may look different if you use Intercom for your Help Centers). Next, click the checkbox next toTitleto select every article in this knowledge base, then clickMore Actions > Change Fin audience, and select Audience A. Finally, repeat for B and C.Setting the audiences this way should work for you.

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