When a Banner is active in Intercom, teams should have the option to make its content available to Fin as a knowledge source. When the Banner is paused or deleted, that content should be automatically removed from Fin's knowledge base without any manual steps.
The problem
Banners are commonly used to communicate important product changes, outages, or announcements. In practice, many customers dismiss or skim banners without fully absorbing the information. This generates avoidable support volume — customers contact support asking questions the banner already answered.
Fin has no visibility into active banner content today, so it cannot answer these questions accurately or consistently, even when the information is current and relevant.
There are existing workarounds — such as creating a snippet or article with the same content — but these require manual cleanup after the banner is removed. Without that cleanup, outdated information remains in Fin's knowledge base, which creates a different problem.
The proposed behaviour
- When creating or editing a Banner, an option is available to include the banner content in Fin's knowledge base.
- When that option is enabled and the banner is published, the content is automatically added as a contextual source for Fin.
- Fin can reference that content when responding to related customer questions while the banner is active.
- When the banner is paused or deleted, the content is automatically removed from Fin's knowledge base — no manual cleanup required.
This closes a gap between what customers are told through banners and what Fin can actually answer. It reduces support volume during product change windows, improves the accuracy of Fin's responses, and removes a manual process that teams would otherwise need to manage themselves.