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

  • July 17, 2025
  • 7 replies
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Nurit
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  • Nurit
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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.

Best answer by Steeve Cayla

Hi ​@Nurit 

If 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 base it 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! 

7 replies

Steeve Cayla
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  • Steeve Cayla
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  • Answer
  • July 17, 2025

Hi ​@Nurit 

If 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 base it 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! 

https://www.intuitive.cx - You can thank me by voting for this feature: https://community.intercom.com/ideas/ability-to-change-team-inbox-members-through-rest-api-10997
Nurit
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  • July 20, 2025

Thank you, ​@Steeve Cayla  ! I'll try your suggestion.

We encountered another issue, perhaps you have any suggestion on how we can tackle it too. 

When Fin provides an answer, it includes an inline source that is supposed to be clickable, allowing the user to open the article directly in the Messenger. However, in our app, the source is not clickable, despite it being a published article (and not a snippet). While we can right-click and open it in a new tab, we cannot open it within the Messenger as intended. Do you have any thoughts on how to resolve this?

 

Conor
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  • Conor
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  • July 22, 2025

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

Behind the scenes with Intercom setups from real customers: https://www.youtube.com/@support-stack | Join customer support leaders learning how to future-proof their teams on Intercom: https://www.customersuccess.cx/daily | Get answers to your Intercom questions: https://calendly.com/conorpendergrast/assess-intercom
Conor
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  • Conor
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  • July 25, 2025

That bug I mentioned was fixed by the way ​@Nurit - are you still seeing the same?

Behind the scenes with Intercom setups from real customers: https://www.youtube.com/@support-stack | Join customer support leaders learning how to future-proof their teams on Intercom: https://www.customersuccess.cx/daily | Get answers to your Intercom questions: https://calendly.com/conorpendergrast/assess-intercom
Nurit
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  • July 27, 2025

Thank you, ​@conor . We still have an issue with the inline sources. While we can see them, they are not clickable and cannot be opened in Messenger. When you hover over the inline sources, are they clickable?

Conor
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  • Conor
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  • July 28, 2025

​@Nurit Yes, they are! Definitely report or bump that with Intercom’s support team - very odd behaviour

Behind the scenes with Intercom setups from real customers: https://www.youtube.com/@support-stack | Join customer support leaders learning how to future-proof their teams on Intercom: https://www.customersuccess.cx/daily | Get answers to your Intercom questions: https://calendly.com/conorpendergrast/assess-intercom
Nurit
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  • July 29, 2025

Yes, we have contacted support and are waiting for their reply on this issue. Thank you, ​@conor !


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