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I am struggling to get accurate answers from Fin in Chat replies to our customers

  • February 4, 2026
  • 1 reply
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I am pretty new to Intercom although I am pretty familiar with other CX tools that are similar - I have been struggling lately with our bot giving completely wrong and false information to our customers on topics that need to be answered with accuracy. It is drawing information from places outside of the articles and snippets we have supplied in our instance. I am struggling with understanding why it would pull in information that is seemingly just completely made up or not in line with things we have published for the site. 

What would be some suggestions for how to update and change this? Should we use guidance? How specific can we get? Any tips at all?

 

Thanks!

Best answer by Conor

Hey ​@Camille Duale , thanks for sharing and sorry you’re having trouble here! The short version is that most of the time, when Fin is “helpfully filling in the gaps”, it can be from gaps or unclear content.

I’d recommend doing regular conversation reviews, looking for the content sources of each error (or where you expected Fin to get the content from), and then using How to write great help articles and Optimizing content for Fin to improve that page. 

Then (and this is the important bit!) you text! Re-run the conversation and some wording variants via the Knowledge Hub’s preview mode, and make sure that it actually works well now. If it doesn’t, repeat! 

Finally, use the Optimize tool every week to go through the suggested edits that Fin makes, which will help to improve quality over time.

I hope that helps! 

1 reply

Conor
Super User ✨
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  • Conor
  • Super User ✨
  • Answer
  • February 9, 2026

Hey ​@Camille Duale , thanks for sharing and sorry you’re having trouble here! The short version is that most of the time, when Fin is “helpfully filling in the gaps”, it can be from gaps or unclear content.

I’d recommend doing regular conversation reviews, looking for the content sources of each error (or where you expected Fin to get the content from), and then using How to write great help articles and Optimizing content for Fin to improve that page. 

Then (and this is the important bit!) you text! Re-run the conversation and some wording variants via the Knowledge Hub’s preview mode, and make sure that it actually works well now. If it doesn’t, repeat! 

Finally, use the Optimize tool every week to go through the suggested edits that Fin makes, which will help to improve quality over time.

I hope that helps! 

Behind the scenes with Intercom setups from real customers: https://www.youtube.com/@support-stack | The 5 Mistakes You’re Making with Fin’s Data Connectors: https://www.customersuccess.cx/5mistakes
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