Fin AI Agent is hungry for information. The more you feed it, the better it performs. Fin AI Agent can use your Intercom public articles and snippets, as well as external support content, so you can decide exactly which sources of information you would like Fin to use when answering customers' questions.

Fin AI Agent will automatically generate responses called AI answers by using the support content you add. You'll be able to preview this before going live.

Start adding your content to Fin from Fin AI Agent > Overview > Content.

When you visit this page for the first time, you might not have any existing content in Intercom which Fin can use. Quickly add content by selecting from the compatible content sources:

When you visit this page, you might already have existing content in Intercom which Fin can use.

This will be displayed below the Content section which indicates what's already enabled for Fin, which content is currently syncing/importing from an external source, which content sync/import has errors, and which content is available but not yet enabled for Fin.

A count indicator shows how much of the content is being used by Fin.

Your existing content can be viewed or enabled for Fin by selecting the ellipses next to the content type.

You can also quickly add content by selecting from the compatible content sources:

Find a list of content sources that are compatible with Fin AI Agent below. 👇

If you don’t have an Intercom Help Center, or you would like to Fin to use support content from another public website, select the + icon next to Sync content from a website to start syncing your external content with Fin.

You can use any public URL (such as pages on your website, pricing information, blog posts etc.) and we will import and keep the content synced with the URL source once a week to ensure it’s kept up-to-date.

When content is syncing, you’ll see a progress bar showing how much content from this source is synced. You can leave this page and return to it at any time - we will email you when the sync is complete and Fin is ready.

Once all content is synced, this content source will become active and can be enabled for Fin.

PDF files are another content source that can be used by Fin. Simply select the + icon next to Upload a PDF then select a file and the text content from the file will be scraped and made available for Fin to use within minutes.

Content from these PDF files are a private source so your customers will not see any link references to them in Fin's answers and the content is only there to be used by Fin to improve answer quality and coverage.

If your current knowledge base lives in Zendesk, you can choose to import or sync this content with Intercom to make it accessible to Fin. Click the + icon next to Import/sync knowledge base from Zendesk to get started.

Then enter your Zendesk subdomain and choose whether to:

If you want to add an article to your Intercom Help Center and make this available to Fin, click the + icon next to Create a new article.

This will open a new draft article inside Knowledge where you can add content. To make this article available to Fin, make sure it's published in one of your Help Center collections and you've toggled the option to enable for Fin AI Agent.

Fin will respect any audience targeting you have on public articles, so if you have content for different segments of your customers you can be sure Fin will only show the right content to the right people.

Make sure your articles are comprehensive and up-to-date, so that Fin can start resolving customer questions instantly. Teammates will need "Can create and update draft Articles permission to create/edit your articles.

If you want to add a short piece of information such as an FAQ or time sensitive notice and make this available to Fin, click the + icon next to Create a snippet.

This will open a new draft snippet inside Knowledge where you can add content. To make this snippet available to Fin, toggle the option to enable for Fin AI Agent.

Snippets provide information that won't be linked in Fin's answers and are only there to improve answer quality and coverage. For example you might want to add some FAQs from your website or bug details that should not be searchable in your public Help Center and not applicable to all customers, but would be useful for Fin to answer specific customer queries.

With conversation content enabled, teammates can suggest content to be used by Fin AI Agent, directly from the Help Desk. If you want to enable this, click the + icon next to Use conversation content.

When snoozing or closing a conversation, teammates will periodically be asked if they would like to add their answers as content for Fin. You can choose which teammates can do this from the dropdown.

Content will be added as snippets so that Fin can use it as a private source in future answers. You can decide if they’re immediately available to Fin or if they need to be approved first.

Fin can use Custom Answers to resolve specific questions a customer asks at the start of a new conversation, and Fin will prioritize them over its AI Answers.

These allow you to build bespoke answers to the most important questions for increased accuracy, consistency, and specificity and when you want to create answers that include rich media, Custom Actions, Custom Objects and/or Custom Apps.

If you'd like to create new Custom Answers for Fin, click the + icon next to Add a Custom Answer to get started.

As soon as you've added and enabled content for Fin, you can use the interactive preview on the right to start having a conversation and test Fin's responses.