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Train Fin

Train Fin to get the best results for your customers

  • 35 Topics
  • 74 Replies
35 Topics
Nurit
NuritActive User
asked in Train Fin
Guide Fin to use different articles depending on the user's current channel

We have separate articles for our website and our mobile app. Each mobile app article includes "mobile app" in the title. We want Fin to select the appropriate article based on the channel from which the customer is reaching out—whether it's iOS/ Android, or Web Messenger.We have attempted to use guidance, but it hasn't been effective. Additionally, we tried implementing audiences based on the "current channel" filter, but when testing on our website, Fin only utilizes the web articles if they are open to everyone and not restricted by an audience.Is anyone else using Fin with different articles based on the channel? If so, how did you overcome this challenge? I would appreciate any suggestions.

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Steeve Cayla
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Tinsel the ElfNew Participant
asked in Train Fin
How to train Fin to give a message when no live agents are marked available - we're closed.

We are just getting started on FinAI. When nobody is marked as available, but a user selects “talk to a person”, we’d like to train it to tell the user that nobody is here right now and we’ll get back to them soon.  I have given FinAI guidance in the Communication Guidance and Handover & Escalation sections, but it doesn’t give the answer I trained it to give, and our users are left hanging with the expectation that a live agent will be with them soon.  How do I train it to give specific information to a user to let them know we aren’t available right now and to leave their info?  Or is there a way to automatically turn off “talk to a person” if nobody is marked available?

655
K
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Malachi HopoateNew Participant
asked in Train Fin
Tagging incorrect or outdated content

When users have identified that the content served up by Fin or Copilot is outdated or incorrect, how can the user tag that information for review/update? Instead of using a third party form of sorts, I’d like it to just be attached to the conversation and get a link to edit the content that it was pulled from. 

213
K
Alex Ratzloff
Employee
Alex RatzloffEmployee
posted in Train Fin
Fin having trouble reading your PDF?

Sometimes, Fin has difficulties reading all of the information from a PDF file for it’s knowledge base. This could be because of formatting, background images, or a host of other reasons. Instead of trying to figure out the issue with the file, simply do this:Click anywhere on the PDF > right click > Select All > right click > CopyGo to your favorite AI bot, like ChatGPT, and say “Please format this so it’s readable” (Always be polite to our AI friends!) and then paste in the text blobThe bot will give you a perfectly formatted text response backSimply copy that response > paste that into a blank document > Save as PDF and upload that to FinNow Fin should have no problems reading the document 🙂

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Jackson KhanNew Participant
asked in Train Fin
Need help syncing content from our website, what settings should I use?

hi all,  The content we want to import from is https://wellthy.com/faq The settings I use to import the content are: The result that intercom imports are like this:   So it looks like it’s not getting the information from the clickable links. So when I test and ask Fin a question, sometimes it would say something like this:   Wondering how I can actually have those clickable links expand so sync can grab the information and not go “based on the FAQ structure...” but just answer the question.  Or does anyone have a better thought?

141
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Erica Lawrence
Erica LawrenceNew Participant
asked in Train Fin
How do I disable article reference numbers for Fin?

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!

40
Erica Lawrence
Karl O' Sullivan
Employee
Karl O' SullivanEmployee
posted in Train Fin
How we built a Fin Task for Incident Management

This Fin Task was designed to help customers quickly understand whether an issue they’re experiencing is related to a known incident, without needing to contact support directly. The goal was to make it feel fast, human, and reassuring while surfacing relevant technical information from our infrastructure. 🌍 Step 1: Detect the Customer’s Hosting RegionWe start by detecting the customer’s data hosting region, which is stored as a company-level attribute in Intercom. This attribute is critical — it allows the task to tailor its response and status checks to where the customer's workspace is hosted.Regions we support include:US   Europe   Australia  If the region attribute is missing or unrecognized, the task defaults to US, and clearly explains this fallback behavior in the customer message (without speculating or misleading). 🔌 Step 2: Query the Incidents API via Region-Specific Data ConnectorsFor each supported region, we’ve set up a dedicated Fin Data Connector that calls our intern

210
Karl O' Sullivan
Employee
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Pinal PatelNew Participant
asked in Train Fin
Github repo source no longer syncing

Our github repo used to sync. Now it fails to sync and displays the above message. Has anyone encountered this?

121
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Intercom Team
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Cameron DiiorioNew Participant
posted in Train Fin
Using the Related Articles feature with multiple products

Hi, I am wondering how users that have multiple products manage their Help Center when using the Related Articles feature.Because of the way the AI works, the product name has to be referenced in the title of the article to have that article pull up in the Related Articles table.For example, the breadcrumbs will look like this:[Product Category] > [Product Name] > User Guide > [Product Name Feature X]How are others titling their articles to avoid redundancy? I would like to avoid referring the product name in the article title, since the way the collections are configured in our environment, it’s already implied the article is related to the product. Thank you!

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C
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OnubaNew Participant
asked in Train Fin
Fin intro message

Hey Community,We have been using FinAI for a while now and it has been great so far.I need this little adjustment but I cant seem to find my way through. I wouldn’t want Fin to say this ‘I have ingested your content, you can give me a spin! Just type any question your customers might have. Don't be shy, I love a good chat!’I cant seem to find how to turn this off.

351
Tommy Mains
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Ivan JNew Participant
asked in Train Fin
Different Answer for Different Customers

I will have data of my customers on my website (e.g. hours played). I want FinBot to answer certain questions differently depending on this data. Is there any way to do this? 

504
conor
Innovator ✨
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SPOT Mídia DigitalNew Participant
asked in Train Fin
Fin Can't Be Trained

I added a bunch of data from my database, but fin can’t answer a single question related to that.

443
Tommy Mains
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Mike SimmonsNew Participant
asked in Train Fin
How to encourage FIN to source it's answers from a particular help center

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?

422
Paul Byrne
Intercom Team
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Will StanleyNew Participant
asked in Train Fin
Confluence Folders and subfolders integration

Currently when syncing with Confluence, the only visible sources are those contained within ‘Pages’. Anything that’s in a folder or subfolder is hidden and so cannot be located and used for FIN or CoPilot. Is there a workaround for this that doesn’t mean we have to remove everything from the folders and have 1000 individual pages for our knowledge base? Has anyone found a workaround that isn’t too time consuming?

832
Paul Byrne
Intercom Team
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Dmitry V.New Participant
asked in Train Fin
Fin knowledge in Q&A format

We have a large database of typical customer questions and answers. These come from a service desk that is not currently supported by Intercom. What is the best strategy to add this content to Fin Knowledge?There are too many entries to manually input them as snippets.We’re considering adding them as a PDFs, but we’re not sure how Fin will chunk the data—whether it might split Q&As incorrectly or merge unrelated entries.Is there any guidance on how to format the PDF, or an alternative way to upload the data in a Q&A format?

351
conor
Innovator ✨
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Jihan JavierNew Participant
asked in Train Fin
Train FIN for more scenario based questions?

Is there a way to train FIN for more scenario based questions. Our customers have different use cases for our product and it would be very helpful if we can train fin to help answer scenario based questions. 

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Pinal PatelNew Participant
asked in Train Fin
How do I combine Fin knowledge sources?

Hello. In the AI & Automation > Fin AI Agent > Setup > Content the limit for knowledge sources is 10. Aside from manually copying and pasting each link, is there a way to combine multiple knowledge sources with the same domain name into one? 

531
Julian Murray
Innovator ✨
Patrick H12
Patrick H12Connector
asked in Train Fin
How do you train Fin AI to respond certain ways?

I’ve been testing Fin and I haven’t been satisfied with the responses just yet to turn it on for all users. I understand it’s based on our articles and related knowledge base, but I’ve found Fin to provide wrong or sometimes unhelpful information. Here are some examples:It frequently tells users to contact support to fix the issue (Isn’t this what people think they’re doing?) It get company branding incorrect. For example I work for a company called “G.J. Gardner” and Fin often defaults to “GJ Gardner”, missing the periods in the name.  Users often don’t provide enough info such as the record name in the software they want us to troubleshoot (i.e. a customer name or project number). How can I train Fin to inquire about this information? Fin defaults to US English. While this isn’t always bad, we have some industry specific terms that differ between contries (i.e “variation” in Australia and “change order” in the United States). How can I train Fin to use the correct terminology when re

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Tom AdlerNew Participant
asked in Train Fin
Ingesting large amount of questions for Fin to surface answers with.

I have a CSV list of 5000+ frequently asked sales tax questions and their corresponding answers. I would like intercom to ingest these questions surface the answer to customers. I would also like to be able to update these questions quickly over time as the answer changes. What is the easiest to ingest these into intercom? Should I use something like Confluence instead of CSV? Any advice? 

1638
Tommy Mains
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david togamiNew Participant
asked in Train Fin
FIN & Articles with Target Audience Rules

How I can get FIN to include information in its knowledge sources based on articles with Target Audience rules turned on?The scenario is that we have some articles in our HelpCenter that we want to restrict to certain groups of users. However when check the FIN knowledge base, none of the articles that I have Target Audience rules on appear here. Is there a way to add them to the knowledge base?

611
Nathan Sudds
Top Expert ✨
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MenghaiNew Participant
asked in Train Fin
Import external content has not responded for a long time

I tried to import external content in the Fin AI Agent--Overview interface, but it has not been completed since yesterday, and the prompt "Importing content, please wait..."The URL provided is the top-level domain The URL is public 

581
mateusz.leszkiewicz
Intercom Team
Pro Backup
Pro BackupNew Participant
asked in Train Fin
Give AI Fin user specific context

Before Fin AI starts drafting their response I want to give a short text input likeThis user is on the {plan} price plan with the following quotas: x seats, y integrations, ...they are using custom features: {a}, {b}, {c}Relevant metrics- metric_1: value_1- metric_2: value_2- ... so that the chatbot can give a much more contextual answer. This feels like low hanging AI fruit to get a much better answer. (ideally it also looks at some whitelisted custom data attributes (CDAs) / user tags)As far as I know this functionality does not exist.My proposal is to inject this via the javascript ( https://developers.intercom.com/installing-intercom/web/methods/#intercomboot-intercomsettings ) or via the backend REST API (for example via CDAs)Alternatively:  I could define a private help article that is scoped only to this person? (via https://www.intercom.com/help/en/articles/2982784-control-who-can-see-your-articles ).  But this really feels like a hack and not sure if it will be picked up by fu

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Intercom Team
R
Richard BenetteNew Participant
asked in Train Fin
PDF file is still not getting pulled into AI chatbot- any suggestions?

Hello! Despite going over all the settings as noted in some of the existing FAQs such as: https://www.intercom.com/help/en/articles/8124534-how-to-use-pdf-file-content-with-fin, I still can’t get FIN AI to search through or pull answers from a PDF file I have uploaded. The upload went smoothly and within minutes was deemed good to go by the system (and it’s just a short document.)  Anyone have any idea why this isn’t getting going? FIN does pull from a couple of URL links we provided, just not a PDF.  Thanks in advance.

1172
Larissa Alberti
Intercom Team
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Larry williams jrNew Participant
asked in Train Fin
Can FIN Conduct Conversational AI or Interactive AI?

What are the most effective methods or tools for training FIN to conduct context-aware or context-driven conversational AI? Is it Workflow or a combination of snippets and articles? Is there a resource one can read to perfect the interplay between these tools?Is it possible to have FIN adjust its responses based on the user queries and preferences, providing a more customized and contextually relevant experience for the user?Example scenario:User: What are the best attractions in Paris?AI: The Eiffel Tower, the Louvre Museum, and Notre Dame Cathedral are popular choices.User: Can you recommend a good place to eat near the Louvre?AI: Certainly, there are several restaurants near the Louvre. Would you prefer French cuisine or something else?User: I would like to try authentic French cuisine.AI: In that case, you might enjoy 'Le Café des Musées' or 'Les Fines Gueules', both of which offer authentic French dishes and are within walking distance of the Louvre Museum.

1704
Ş
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John AnastasioNew Participant
asked in Train Fin
How turn off chatbot content auto syncing?

How do we turn off the chatbot content from auto syncing?  It appears to be doing it every week.The situation for us is that we temporarily set our confluence wiki to public for initial import, to get thousands of content into the system, then we set it back to private. This works great to get all our content into the chatbot. But when it attempts to resync a week later, it all fails and all the content is now rendered useless. I’m sure their must be a setting somewhere to turn off each managed source from auto syncing, or at least change the frequency to something like 1 year.  But we can’t seem to find the setting, and FIN doesn't seem to know.  Perhaps maybe it has to be done on the back end. It seems like the most basic use case to just not sync imported content, so I’m hoping there is a toggle somewhere that I’m missing.  If not, then we’re pretty blocked from going to production and upgrading to the pro plan, as it takes hours to reimport the content, and we can’t do that over an

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