Train Fin

Hi Intercom Community,I’m trying to fine-tune how FIN handles unresolved issues. Specifically:Is there a way to set a limit on how many times FIN tries to resolve a customer’s question before escalating? Can FIN automatically hand off to a human agent after those attempts?I want to make sure customers aren’t stuck in a loop if FIN can’t help. Ideally, it would try a few times, then gracefully pass the conversation to a person.Has anyone set this up successfully? Would love to hear how you approached it—or if there’s a built-in way to do this.Thanks in advance!—Vanessa

Hey everyone 👋We’re currently using Fin as the first line of support, handling all incoming customer conversations.It works great — once a human agent joins the conversation, Fin automatically stops responding, which makes perfect sense in most cases.However, there are many situations where the agent realizes that Fin could actually continue handling the customer effectively after their short intervention.It would be super helpful if agents could reactivate Fin in a conversation — ideally with a simple button or command — so Fin can pick up right where it left off.Is there a way to do this today? If not, we’d love to see this added as a future feature 🙏Thanks!Tamir

We utilize Fin as the first line of defense in supporting our software. I’d like to explore having Fin handle chats related to known bugs/issues. Right now, a user will message saying “I’m experiencing XYZ issue” and Fin will go through the normal troubleshooting steps. Ultimately these chats often get routed to a human agent who then lets the user know we are aware of the issue and working on a resolution. Users are often annoyed that they had to go through the process of explaining the issue to Fin just to find out we knew there was an issue. Sometimes these issues only impact a small subject of our user base so we don’t want to widely exclaim that there is an issue. Thoughts/Questions:Best way to implement something like this - I’m curious if we can utilize the Content and Sources (beta) section under Guidance? Best way to track these conversations - we track these reports so we can reach back out to the user once the issue is resolved. Ideally, these conversations would be assigned

Hello! I wanted to report a couple of issues we’ve been experiencing with the FIN Suggestions feature: Suggestions tab showing empty results – We sometimes see that a suggestion appears to be available, but when we open it, it’s actually empty (no comments or text). Article changes not saving – When trying to edit an article through FIN Suggestions, we often get an error saying the changes could not be saved. In some cases, the changes aren’t even saved as a draft, which has caused us to lose work and time. Could you let us know if these are known bugs or if there are any current workarounds?Additionally, we were wondering if there are any options to guide or rate suggestions so the system can learn from our feedback. At the moment, many suggestions seem repetitive and often just reword content without explaining why the original version might not be good. It would be great to have a way to indicate which suggestions are more helpful and steer the system toward providing more useful

I’ve been back and fort with the support team on this for weeks, and made sure to set up Finn correctly. I have this very simple instruction asking Finn to not reply to my customers if it doesn’t know the answer to their question. No matter how I phrase it or how many ways I repeat it, Finn will “behave” for a while and then go back to replying, mostly embarrassing nonsense responses.It’s ridiculous! I keep having to apologize to my customers for the dumb responses it will give to super basic questions. See below my current instructions - I can’t think of another way to repeat this… I keep adding them.Is Finn just not ready for real world usage?Or is it just my account that’s cursed? I can’t keep coming up with different ways to phrase this simple instructions (and the support team can’t either, aparently).   

Friends! I LOVE the suggestions feature with Fin! I want to try and accomplish something that I feel would be table stakes but not sure how to go about it: I’d like to filter tickets we got last year within a specific date range (our customers are accountants, so for tax season), then I’d like Fin to aggregate and analyze the trends of the tickets and suggest where our content gaps are so that we can fill them preemptively and flatten the curve for the upcoming season. Anyone know how I might go about that?! Best, Malachi

Is there a way to train or edit customer sentiment within CX Scores assigned to a conversation? For example, I reviewed a low CX Score conversation and it was determined the customer was frustrated, but that was not the case when reading the customer's response. Any tips to reduce the number of low customer sentiment scores? 

Hi Folks - I work for a small software company and we’ve been using FIN for a year or so.  Its been doing really well and I am looking for different ways to improve its reach.One item I am curious to hear from this community about is defect management.  If a user is chatting FIN about a bug, what are your underlying training processes for the bot to handle this?  At the moment, our bot points towards a human agent but I would like to find ways to automate this.

Friends, are there any Paid Consultations around Fin optimization? I’m wanting someone to hop on a call with me so that I can check my logic. I pulled ticket information via the MCP into claude and did some ticket analysis. We’ve learned what our top support gaps are and we created documentation with SME’s to fill those gaps especially on the troubleshooting side. The rub is that I don’t know how to effectively attribute the benefit of the document(s) that we created - to the potential improvement of Fin Resolution rate (nor by how much).  Also, separate thought - is there a way to review edits that were updated through the suggestions in Train? Sorry for the vomit, I just want the effort we put it to count! :)

We’re loving Fin, but running into customer questions where Fin is answering using incorrect product articles. Is there a way for Fin to recognize a product tag on a conversation (or possibly a field from Salesforce?) and default to using knowledge from a particular product help center? I looked into using audiences as well, but there are a number of product combinations that customers can use and I don’t want to limit Fin to only using Product A knowledge when a customer may have Product A and Product B. The Content and Sources guidance section in beta only allows tagging individual articles, not a whole help center section. If I go that route, I have to tag 100+ articles per product...not ideal. Any suggestions would be helpful! 

I am the admin of a help center - facebook group. How can I feed this into FIN as this would be an incredible source of information for my software?

hi all,  The content we want to import from is https://wellthy.com/faq The settings I use to import the content are: The result that intercom imports are like this:   So it looks like it’s not getting the information from the clickable links. So when I test and ask Fin a question, sometimes it would say something like this:   Wondering how I can actually have those clickable links expand so sync can grab the information and not go “based on the FAQ structure...” but just answer the question.  Or does anyone have a better thought?

Friends! What capability does Fin have in terms of creating a response hierarchy based on seasonality? For example: we service Accountants - during tax season we want Fin to default to a specific answer based on snippets we’ve created for that inquiries during tax season, and in the “off-season” we want the response to be more general.  Has anybody solved for this or done some work around to provide Fin this training? 

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.

Please, I need my workspace to be lifted soon. After signing up for the first time and my workspace got suspended without going against and rules. How do I reach out to the support team to help me out?? Below is the attached error message.   

Hi everyone,I noticed that Fin now displays article references as small numbers at the end of a sentence, which customers have to hover over and click to access the linked help center article. Our team really doesn’t like this change. We want to make sure customers can easily see and select the full help center article that answers their question.Is there a way to turn this feature off so that the full article title appears as a clickable hyperlink in the conversation, or so the source is clearly listed at the bottom of the chat like it was previously?Most of our customers access Fin through mobile and are Gen X and Boomers, so we’re concerned they won’t realize they need to click the small reference number to get the information they need.Any help would be greatly appreciated!

Sometimes, Fin has difficulties reading all of the information from a PDF file for it’s knowledge base. This could be because of formatting, background images, or a host of other reasons. Instead of trying to figure out the issue with the file, simply do this:Click anywhere on the PDF > right click > Select All > right click > CopyGo to your favorite AI bot, like ChatGPT, and say “Please format this so it’s readable” (Always be polite to our AI friends!) and then paste in the text blobThe bot will give you a perfectly formatted text response backSimply copy that response > paste that into a blank document > Save as PDF and upload that to FinNow Fin should have no problems reading the document 🙂

When users have identified that the content served up by Fin or Copilot is outdated or incorrect, how can the user tag that information for review/update? Instead of using a third party form of sorts, I’d like it to just be attached to the conversation and get a link to edit the content that it was pulled from. 

Our github repo used to sync. Now it fails to sync and displays the above message. Has anyone encountered this?

Hi, I am wondering how users that have multiple products manage their Help Center when using the Related Articles feature.Because of the way the AI works, the product name has to be referenced in the title of the article to have that article pull up in the Related Articles table.For example, the breadcrumbs will look like this:[Product Category] > [Product Name] > User Guide > [Product Name Feature X]How are others titling their articles to avoid redundancy? I would like to avoid referring the product name in the article title, since the way the collections are configured in our environment, it’s already implied the article is related to the product. Thank you!

We are just getting started on FinAI. When nobody is marked as available, but a user selects “talk to a person”, we’d like to train it to tell the user that nobody is here right now and we’ll get back to them soon.  I have given FinAI guidance in the Communication Guidance and Handover & Escalation sections, but it doesn’t give the answer I trained it to give, and our users are left hanging with the expectation that a live agent will be with them soon.  How do I train it to give specific information to a user to let them know we aren’t available right now and to leave their info?  Or is there a way to automatically turn off “talk to a person” if nobody is marked available?

Hey Community,We have been using FinAI for a while now and it has been great so far.I need this little adjustment but I cant seem to find my way through. I wouldn’t want Fin to say this ‘I have ingested your content, you can give me a spin! Just type any question your customers might have. Don't be shy, I love a good chat!’I cant seem to find how to turn this off.

I will have data of my customers on my website (e.g. hours played). I want FinBot to answer certain questions differently depending on this data. Is there any way to do this? 

I added a bunch of data from my database, but fin can’t answer a single question related to that.

My company has three products. Each of them have their own knowledge center. Each customer conversation is tagged based on which app the user originated from. Fin doesn’t seem to be able to connect the dots that when a conversation is tagged with Product A, it should use the associated knowledge center. I have provided this instruction via the guidance section of the training system.Do you have suggestions about how I can get FIN to focus it’s answers based on a tag?