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Content from conversations [beta]
Content from conversations [beta]

Automatically generate content for Fin using your teammates' conversations in the Inbox.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a month ago

Content from conversations is a brand new Knowledge feature which enables you to generate content for Fin using your teammates' conversations in the Inbox, helping you instantly fill content gaps and achieve better resolution rates.

  • Generate initial content based on your previous month’s conversations to start testing and using Fin within minutes.

  • Enable continuous updates to content based on gaps in your knowledge base.

  • Configure content generation rules based on relevant topics and themes to ensure quality.

Once enabled, you can manage this content directly through the Content from conversations folder in Knowledge.


Enable content from conversations

Go to AI & Automation > Fin AI Agent > Content and click on the Generate content from conversations accordion.

Configure your content generation settings

In the Generate content from conversations modal you can:

  • Set which teammate’s conversations you want to generate content from.

  • Set which team’s conversations you want to generate content from.

  • Set whether content gets created as a suggestion or is automatically added to Knowledge.

  • Set default Fin state for new generated content.

Then click Save and generate to automatically generate content based on a sample of conversations from the past 30 days. Generated content will be in the form of snippets (and articles are coming soon).

Note:

  • Depending on your conversation volume, this will take a sample of up to 20,000 conversations from the previous month and automatically generate new content within approximately one hour.

  • Teammates no longer need to submit the content suggestions manually from the inbox, so they won't see any pop-ups when snoozing/closing a conversation.


Continuous content generation

When content from conversations is enabled, Fin will check for content gaps every time a conversation is closed and generate new snippets if a gap exists and there is sufficient information in the conversation to fill it.

New snippets can be automatically added and made available to Fin, or they can be reviewed first depending on the settings you configured in AI & Automation > Fin AI Agent > Content:

You can update these settings any time.


Manage content from conversations

Review pending content suggestions

If you've chosen Set them as "pending" in the "Content Suggestions page for review, your content from conversations will be added to AI & Automation > Fin AI Agent > Content suggestions where you can review each snippet before adding it to your knowledge base.

You can get a weekly email reminder when you have pending snippets that require review if you select Get email notifications in the banner at the top of this page.

Select a snippet from the list to review it, or click Review suggestions to go through all of them.

This will allow you to read each question and answer pair to check for accuracy before selecting Reject or Add as a new snippet. You can also edit the snippet here to make some minor changes, and then add it.

Content from conversations folder

New content from conversations is stored as snippets in the Content from conversations folder inside Knowledge.

This folder is auto-generated. Deleting the folder will permanently delete all content but it won't prevent the folder from being recreated the next time content is generated from conversations. To disable the automatic creation of this folder, you'll need to turn off the content from conversations feature.

Content from conversations can be edited and managed like any other snippets you add to your knowledge base, including managing Fin availability, moving them to a new folder, and adding audience rules.

If you move the snippets to another folder, you can always find them by filtering to see content Created by Fin.

Disable content from conversations

You can choose to turn this feature off at any time to stop generating new content from conversations.

To disable it, go to AI & Automation > Fin AI Agent > Content and select the three dot menu next to Generate content from conversations and then click Disable feature.


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