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.

Hi @NuritIf Fin is answering, this means that you are inside a workflow. So I would use 2 different workflows:one that is for mobile (so select the channels ios and android)one that is for web (select web)Create 2 tags: mobile and web.Create 2 audiences, but this time instead of using the channel or anything like that, just baseit off the “conversation tag”. So the mobile audience would have the “mobile” conversation tag, and the web, the “web” conversation tag.In the first workflow, before Fin answers, just tag the conversation with “mobile”. In the second workflow, tag with “web”. This should make sure that Fin is only using the proper audience.Something like that should work. Let me know your thoughts!

@NuritI just found a similar behaviour with the Messenger for a client, except that the inline source linksdisappearentirely. I’ve reported that to Intercom’s support team as a bug.

Guide Fin to use different articles depending on the user's current channel

Guide Fin to use different articles depending on the user's current channel | Community

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