Content from conversations is a content feature which enables you to generate content for Fin using your teammates' conversations, 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.
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.
Important:
For customers using Fin Insights under "Analyze", the content from conversations feature has been replaced by new AI-powered suggestions.
For customers without access to Fin Insights, content from conversations will remain temporarily, but will be deprecated over time.
How to use content from conversations
To enable content from conversations:
Go to Settings > Zendesk integration / Salesforce integration
Enable the toggle to sync ticket history (Zendesk) or sync case history (Salesforce).
Configure content generation settings
You will first need to ensure you have connected to your Zendesk or Salesforce workspace and you have set Fin’s identity.
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.
Expiring stale suggestions:
Pending suggestion reviews will be automatically rejected once they reach 2 weeks old to keep suggestions relevant.
Note: The system will process up to 20,000 conversations from the previous month. Content generation usually completes within one hour.
Managing generated content
Review pending content suggestions
Your content will be added to Train > 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.
Content from conversations folder
All generated content is stored inside Library > Content.
Content is automatically added as snippets to a folder called Content from conversations.
Content can be edited and managed like any other snippets, 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 AI.
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
Go to Train > Content.
Click the three-dot menu next to Content from conversations.
Select Disable feature.
Once disabled, no new content will be generated, but previously created content will remain in Knowledge.
FAQs
How do I know if content was generated by AI?
You can filter by content Created by AI in to see all AI-generated content.
Can I edit AI-generated content?
Yes, AI-generated content can be edited in Library > Content just like any other snippets created in your Fin workspace.
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.
Is there a limit to how many suggestions will 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.