This article covers how to access and use Fin AI Copilot as an agent in the inbox. We'll go through how to ask a question, filter by sources, and fact check the answers you're given before sending them to customers.

You can open Fin AI Copilot from various places depending on your Help Desk preferences, and Fin can assist with both conversations and tickets.

Open the right sidebar on a conversation or ticket and select the AI Copilot tab in the top left.

Highlight text within a customer's conversation and click Ask Fin Copilot.

Simply use ⌘ / Ctrl K and search "Fin" then select Ask Fin AI Copilot from the menu and hit Enter .

On some conversations* teammates might also see a suggested question above the inbox composer. This is an AI generated question from the context of the conversation. Clicking on it will automatically trigger a search using Fin AI Copilot.

You may also see suggested questions in the Fin AI Copilot tab.

Sometimes there will be multiple suggested questions that you can navigate between.

Fin AI Copilot can also automatically suggest macros that are potentially a good reply for the customer's last question. This will appear in the reply composer where you can hit Tab to insert the macro and then click Send, or press Esc to reject the suggestion. If you start typing your own response the macro will disappear.

You can also ask Fin AI Copilot an internal question, and Fin will use internal articles to generate a response.

Answers which use internal sources will be clearly marked in yellow with an "internal" symbol next to each source, and you'll also be given a warning before adding the answer to the composer.

Fin AI Copilot can use any of the knowledge sources you've enabled in the Knowledge Hub, including:

You can select which sources you want Fin AI Copilot to use when searching for an answer. For example, you can query Fin to return answers that only use Internal articles as sources.

After you've asked a question, Fin will generate a direct answer which can be made up of multiple sources.

Below the direct answer, Fin will surface the sources used, as well as some related content results.

Fin will have context on the questions you’ve asked before in the same AI copilot thread, so you can also ask a follow up question which relates to the previous answer.

For example:

To verify an answer from Fin AI Copilot and ensure it's trustworthy, hover over a source (referenced within the answer and below the answer) to see a small summary.

Or click on the source to preview it in full in the sidebar.

You can also easily view all related content results by clicking the See all button.

If you’re happy with the answer, you can click on Add to composer to insert the answer into the Reply box.

On certain plans, you can also select the dropdown arrow to Add to composer & modify and then select the adjustments you’d like to make:

Answers can also be edited or personalized directly in the composer before sending to the customer.

When Fin AI Copilot gives an answer that would be helpful for other teammates to re-use when responding to customers, you can save it as a macro.

Macros allow you to edit and save this reply and add automatic follow-up actions such as tagging or closing the conversation.

This means the answer can be re-used by all teammates without asking Fin (if they have limited usage) as they would simply search for the macro using ⌘ / Ctrl K or the composer action menu.

To close Fin AI Copilot or view the conversation details again, simply click the Details tab on the right sidebar.

You can also hide this panel on the Help Desk using keyboard shortcut ] or click the “Menu” button in the top right.

Remember, you can adjust the width of the right sidebar on the Help Desk at any time.