We use the “Other” guidance heavily for our platform and voice isn’t supported yet. Wondering how other people have worked around this? I tried to update our FAQs as much as possible but there has been issues in which our Fin voice keeps repeating the wrong thing that would have worked in chat or email because of Other guidances set in place.
How to use "Other" guidance with Fin Voce?
+1
- Intercom Team
Hi
This a great topic to discuss and I wanted to get the ball rolling on what I’m seeing people do instead:
- Move the critical “Other” rules into Voice guidance, especially Communication style, Context & clarification, and Escalation guidance for phone-specific behaviour.
- Scope the content more aggressively using audiences/phone-number targeting so Voice can only draw from the narrowest relevant content set, instead of hitting broader FAQ content that worked fine in chat/email but sounds wrong over phone.
- Control where Voice is used in the call flow, teams are routing only certain caller types/issues/times to Fin Voice, rather than letting it front every call.
- Limit rollout while tuning. We recommends starting small (for example 5–10%), or try running Voice after-hours only while you test things.
- Review transcripts and iteratively add Voice-specific guidance, this is a must for making the most out of your specific use case, customer queries, content and tone.
Hope this was of help, curious to see what others come up with.
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