I’d like to request assistance with turning off the image replies feature for our Fin AI Agent. Currently, Fin automatically includes up to three relevant images/GIFs from our support content in its responses, but we'd prefer to have text-only replies.
I understand this isn't a self-serve setting and requires support assistance to disable. Could someone help us turn off this feature for our workspace?
Thanks for your help!
+4Hi,
It's very common to want a more streamlined, text-only feel for your AI's personality. While you're right that there isn't a simple "off" switch in the settings for this, a simple tip is that you can reach out to Intercom support to have them disable "Fin Image Answers" on the backend for your workspace. In the meantime, a helpful little workaround is to use Fin Guidance to gently coach your AI agent; just add a custom instruction like "Please provide text-only answers and avoid including any images or GIFs in your replies". This acts as a strong personal policy for Fin to follow while you wait for the permanent change from the support team.
+2Just to add to this - I would like the option to choose IF an image in a public article should / shouldn't be used in Fin answers.
Some images in our Public Knowledge are used for stylistic purposes only and wouldn't provide any additional context within a conversation.
Hi,
It's very common to want a more streamlined, text-only feel for your AI's personality. While you're right that there isn't a simple "off" switch in the settings for this, a simple tip is that you can reach out to Intercom support to have them disable "Fin Image Answers" on the backend for your workspace. In the meantime, a helpful little workaround is to use Fin Guidance to gently coach your AI agent; just add a custom instruction like "Please provide text-only answers and avoid including any images or GIFs in your replies". This acts as a strong personal policy for Fin to follow while you wait for the permanent change from the support team.
Thank you for your response. If this is a common request, would it be possible to have this as a setting to turn OFF/ON from our end in the future?
I have attempted to use Fin Guidance to try to coach our AI agent with custom instructions, however, she still responds with images.
+4I’m so sorry the guidance didn't work as expected. It can be frustrating when Fin doesn't quite follow those custom instructions. The reason Fin’s still sending images is that this is a built-in technical feature that often bypasses text-based coaching. A humble tip is to let Intercom Support know that your attempt with Guidance didn't work, as they can flip a "master switch" on the backend to disable image extraction globally for you. In the meantime, you might consider a quick audit of the specific articles Fin is pulling from; removing those images or moving them into "Snippets" (which Fin can't pull images from) is a helpful way to stop them from appearing right away. Having an easy ON/OFF toggle in the settings is a very common request, and sharing your feedback with the team is the best way to help get that on the roadmap for the future.
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