The following guide explains the different types of content you can create natively in Intercom and when to use them.
Public articles
Public articles are meant for your customers, and can be used by Fin AI Agent. These articles provide information that primarily helps your customers understand and use your product or service effectively.
Content characteristics
Product information: Detailed descriptions of product features, benefits, and use cases.
How-to guides: Step-by-step instructions for common tasks and troubleshooting common issues.
FAQs: Answers to frequently asked questions.
Best practices: Recommendations on how to get the most out of your product or service.
When to use
When providing customers with self-serve resources to resolve their queries.
When educating customers about new features or updates.
Example
Title: "How to set up your account"
Content: A comprehensive guide for new users on setting up their account, including screenshots and step-by-step instructions.
Snippets
Snippets are short-form pieces of information intended to improve answer quality and coverage for Fin AI Agent. They are used to store information you may not want publicly available on the Content page, but you’d still like to provide customers/teammates with the information if they ask.
Content characteristics
Brief answers: Quick responses to specific questions.
Bug handling: Short notices about a current bug and advice for the customers/teammates who experience it.
Time sensitive information: Brief details about an upcoming webinar, training program, etc. and how to access them.
When to use
When addressing common customer queries that don’t require detailed explanations.
When you need to enable Fin on some timely information which will need to be deleted at a later date.
Example
Title: “Why can’t I duplicate projects anymore?”
Content: We are currently experiencing a bug with duplicating projects from the “Duplicate” button on the project page and we’ll have it fixed soon! In the meantime, you can still duplicate your project from the “Overview” page by clicking on the dropdown next to your project.
Public articles are more scalable than snippets in terms of maintenance and are weighted equally in Fin’s answers, so if the information can live somewhere public and needs to be accessible to Fin, we recommend adding the information to a public article.
Upload a document
Uploaded documents are another source of information for Fin AI Agent that can be added to your Content page. Simply upload a PDF or DOCX file and the text content from the file will be scraped and made available for Fin to use within minutes.
Content characteristics
Content from these documents is a private source so your customers will not see any link references to them in Fin’s responses. The content is only there to be accessible to teammates in your workspace and improve AI answer quality and coverage.
When to use
When you need to provide customers with extensive detailed explanation.
Each document uploaded has to have a unique name with unique content.
Only text format is supported (i.e. if you can select the text from the PDF, Fin can use it).
Text within table format is also readable by Fin.
Images from documents are not scraped.
Documents larger than 45 MB cannot be imported.
Encrypted or password protected documents are not supported.
Each workspace has a limit of 100 documents you can upload.
Multi-column documents are not supported: