From the Content page, you can create and manage snippets and enable them for use with Fin AI. Snippets are small sources of information which aren’t publicly available to customers and only used by Fin to improve answer quality and coverage.
Create a snippet
To create a new snippet, go to Train > Sources and click on Snippet below the "Add content" section.
Add content
Now you can create your snippet by entering a title and body in text format.
You can highlight text to format it such as adding headers or links.
Tip: Snippets are specifically for text based content, so you will not be able to add images. In order to get the best results, we recommend following these best practices.
Save it
When you’ve finished writing the snippet, or you want to navigate away from the editor, you can click Save in the top right of the screen to save your changes.
Note:
Your snippet will also be auto-saved every few seconds while you're working in the editor. If your changes have been autosaved, the Save button will be grayed out and you can simply click on Cancel to exit the editor.
There is no “Save as draft” option for snippets. When snippets are saved, this is the information that becomes available to customers through Fin AI (if enabled).
Once saved, snippets will usually be available for Fin to use within 10 minutes.
Manage snippets
To manage snippets, go to Train > Content and click on Articles (Snippets, public articles, internal, docs) under the "Content sources" section, then open the snippet you want to manage.
Configure settings
When you create a snippet, there's a "Details" panel on the right which contains:
Data: View the content type, language, creation date, last updated date (when it was last synced with Box).
Fin: Enable/disable for Fin Agent and Fin Copilot. When enabled, the content becomes available to customers and teammates, respectively.
Audience: Target your content at a specific audience, so your customers only see the content that is relevant for them.
Reports: Tracks how often this content is involved and used to resolve conversations by Fin Agent.
Tag: Add a tag to group snippets together and keep content organized.
Make changes to the content
To edit an existing snippet, go to Train > Content and click on Articles (Snippets, public articles, internal, docs) under the "Content sources" section, then open the snippet and click the Edit icon.
When you’ve finished making changes, or you want to navigate away from the editor, click Save.
Note: Your snippet will also be auto-saved every few seconds while you're working in the editor. If your changes have been autosaved, the Save button will be grayed out and you can simply click on the Close icon to exit the editor.
Make it available to Fin
To make a snippet available to Fin, go to Train > Content and click on Articles (Snippets, public articles, internal, docs) under the "Content sources" section, then open the snippet.
From the "Details" panel, scroll down to “Fin” and toggle on:
Fin Agent - This setting will make the snippet available for Fin Agent to use when responding to customers (it will respect any audience rules).
Fin Copilot - This setting will make the snippet available for Fin Copilot to use when responding to teammates.
Note: The language of the snippet must be one of the supported Messenger languages otherwise these options will be grayed out.
Make it available to a specific audience
If your snippet is only relevant for a specific subset of customers, you can use audience filters to make it visible to certain people.
First, you’ll need to create and define the audience you want to target.
Then go to Train > Content and click on Articles (Snippets, public articles, internal, docs) under the "Content sources" section, then open the snippet.
From the "Details" panel, scroll down to “Fin” and use the audience dropdown to select one of your pre-defined audiences.
Note:
The default audience for snippets is “Everyone”.
Fin Agent will respect any audience you apply to a snippet and only use this snippet to answer customer questions if they match the audience rules.
Fin Agent answer behavior
When a snippet is used as a content source in a Fin Agent answer, the customer is not shown the link to the snippet. Instead, they will see a message saying: AI answers are generated based on both public and private sources provided by [your company name].
Best practices for creating effective snippets for Fin
Snippets are a powerful tool to ensure AI agents, like Fin, can provide accurate and helpful responses to customer queries. Follow these best practices to optimize your snippets for clarity and functionality:
1. Avoid ambiguity
Clear Titles: Ensure the snippet title explicitly defines the product, feature, or service it pertains to. Avoid vague or overly broad terms.
Specific Content: The body of the snippet should leave no room for misinterpretation. Clearly explain the topic to eliminate confusion.
2. Restate questions in the body
To enhance Fin’s ability to match customer questions with snippets, restate the content from the title in the snippet’s body. For example:
Title: "How to reset your password"
Body: "If you’re looking for instructions on how to reset your password..."
3. Use headers for structure
For longer snippets (200+ words), divide the content into distinct sections using headers (H1 or H2). Each header should succinctly summarize the information that follows.
Example:
Header: "Steps to Reset Your Password"
Content: "Follow these steps to reset your password..."
4. Utilize lists
Break down detailed information into lists instead of lengthy paragraphs. Fin is better at processing and delivering structured, concise points.
Example:
Instead of: "To reset your password, go to the login page, click on 'Forgot Password', enter your email address, and follow the instructions sent to your inbox."
Use:
Go to the login page.
Click on "Forgot Password."
Enter your email address.
Follow the instructions sent to your inbox.
5. Optimize snippet titles with variations
Include multiple variations of the question or topic in the snippet title. Separate these variations using punctuation such as slashes (/), question marks (?), or commas (,).
Example:
Title: "How to reset password / Forgot password / Password recovery instructions"
Since snippet titles aren’t visible to customers, you can make them as descriptive and lengthy as needed to cover various phrasings customers might use.
By applying these best practices, you’ll ensure your snippets are both effective and AI-friendly, allowing Fin to deliver accurate and contextually relevant answers to your customers.