How do I disable article reference numbers for Fin?

Question

Hi everyone,I noticed that Fin now displays article references as small numbers at the end of a sentence, which customers have to hover over and click to access the linked help center article. Our team really doesn’t like this change. We want to make sure customers can easily see and select the full help center article that answers their question.Is there a way to turn this feature off so that the full article title appears as a clickable hyperlink in the conversation, or so the source is clearly listed at the bottom of the chat like it was previously?Most of our customers access Fin through mobile and are Gen X and Boomers, so we’re concerned they won’t realize they need to click the small reference number to get the information they need.Any help would be greatly appreciated!

Jacques Reynolds · Accepted Answer

Hey ​@Erica Lawrence👋 Jacques here from Intercom Support. I hope all is well today!We recently updated Fin’s customer experience to present answer sources as inline citations - small numbers at the end of sentences - rather than listing full article titles as clickable hyperlinks or showing sources at the bottom of the chat. This change was made to create a more natural, conversational experience and to keep the focus on the conversation itself, rather than pulling users out of the flow with prominent source links.Currently there wouldn’t be any way to revert the change. That said, I can see the use case for your particular case. What you could do here ischeck if this feature has been recorded on our Product Wishlist in our Community. If not, you could add it. Our engineers regularly look over this list to refine our current solutions so they could see yours there too.

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded