Content from conversations is a 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.
Key benefits
Generate initial content instantly from past conversations, allowing you to start testing with Fin in minutes.
Keep content up to date by continuously generating new knowledge based on recent conversation gaps.
Control content generation by defining specific teammates, teams, and approval settings.
Easily manage AI-generated content through the Content from conversations folder in Knowledge.
Reduce manual work by eliminating the need for teammates to submit content suggestions manually.
How to use content from conversations
To enable content from conversations:
Click on the Generate content from conversations accordion.
Configure content generation settings
After enabling the feature, you can customize how knowledge is generated:
Select teammates whose conversations will be used.
Choose specific teams to pull conversations from.
Click Save for all new conversations to automatically generate content based on a sample of conversations from the past 30 days.
Note: The system will process up to 20,000 conversations from the previous month. Content generation usually completes within one hour.
Continuous content generation
When content from conversations is enabled:
Fin checks for content gaps every time a conversation is closed.
New snippets are generated if a gap exists and there's sufficient information to fill it.
Content generation follows the settings you configured.
There are measures in place to not overwhelm teammates with content:
Number of pending suggestions is limited:
No more than 200 snippets will be generated from an initial import.
Once 200 is reached, continuous AI-generated content will pause until there are 10 or fewer pending suggestions.
Content from conversations will continue to be suggested until there are 100 suggestions pending review.
Expiring stale suggestions:
Pending suggestion reviews will be automatically rejected once they reach 2 weeks old to keep suggestions relevant.
Managing generated content
Review pending content suggestions
If you've chosen "Set them as pending in the Content Suggestions page for review":
Your content will be added to AI & Automation > Fin AI Agent > Suggestions.
Select a snippet from the list to review it.
Read each question and answer pair to check for accuracy.
You can edit the snippet content to make minor changes or adjust audience rules.
Select Reject or Add as a new snippet.
Tip: You can get a weekly email reminder when you have pending snippets by selecting Get email notifications in the banner at the top of the page.
Content from conversations folder
All generated content is stored inside Knowledge.
Content is automatically added as snippets to a folder called Content from conversations.
Content can be edited and managed like any other content, including:
Managing Fin availability
Moving them to a new folder
Adding audience rules
If you move the snippets to another folder, you can find them by filtering to see content Created by Fin
Note: Deleting the folder will permanently delete all content but won't prevent the folder from being recreated the next time content is generated. To stop the folder from being created, you'll need to disable the feature.
Disable content from conversations
You can choose to turn this feature off at any time.
How to disable
Click the three-dot menu next to Generate content from conversations.
Select Disable feature.
Once disabled, no new content will be generated, but previously created content will remain in Knowledge.
Features coming soon
Generating articles
Article update suggestions
Duplicate removal and content merging suggestions
Content reporting
FAQs
How do I know if content was generated by AI?
You can filter by content Created by Fin in Knowledge to see all AI-generated content.
Can I edit AI-generated content?
Yes, AI-generated content can be edited just like any other content created in Knowledge.
What happens if I delete the "Content from conversations" folder?
If you delete the folder, all content will be permanently deleted. However, if the feature remains enabled, new suggestions will recreate the folder to store new content.
How often is new content generated?
New content is created whenever a conversation is closed, and a gap in your knowledge base is detected.
Do teammates need to submit content suggestions manually?
No, teammates no longer need to submit content suggestions manually from the inbox, so they won't see any pop-ups when snoozing/closing a conversation.
Is there a limit to how many suggestions can be generated?
Yes, there are limits in place to prevent overwhelming teammates with too many suggestions at once, and suggestions becoming out of date or less relevant.
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