The Library contains all the knowledge and data that Fin AI Agent holds about your business, providing you with essential content and data management tools within Intercom when using Fin AI Agent on your Zendesk or Salesforce platform.

Go to Library > Knowledge to find a list of all the content that Fin has access to. The more content it has, the higher its resolution rate.

You can add more content by clicking on the + Add knowledge button to:

If you want to target some content to specific types of customers (by region, plan, etc.) you can do that by creating a new audience.

Go to Library > Knowledge and click Manage audiences to set up a new audience.

If you're syncing your customer data from Zendesk, you can use that to define the criteria for this audience, for example “Region is Europe”.

To target content to a specific audience, select the content in Library > Knowledge, click on Change audience, and then select the desired audience. By default all content is available for everyone.

To target your content to different audiences, automatically classify tickets (by topic, sentiment, etc.) and to create branches in workflows, you'll need to sync your user and ticket data from Zendesk to Intercom.

Open Library > Data and click on the + icon to select which attributes you want to sync.

Fin is a generative AI Agent, so it'll generate unique answers tailored to the customer's question. But sometimes you may want to have more control on exactly how Fin answers certain questions. Using Custom Answers you can define exactly how Fin should respond to certain questions.

You can do this by training Fin to recognize certain questions by giving examples of different ways of asking it. Once you've done that, design an exact workflow that Fin should follow when it recognizes such a question.