From Content menu, you can create and manage internal articles and enable them for use with Fin or Copilot.
Create internal articles
To create a new internal article, go to Train > Content , click on + New content and then select Internal article.
If you have existing internal support content which currently lives in Confluence, Guru, or Notion, you can simply sync or import these internal articles to Content section.
Add content
Start writing your article inside the text editor and use the rich formatting tools to structure and style the article.
You can close the Details panel using the close button in the top right corner to focus on writing the article content.
Save it
When you’ve finished writing the article, or you want to navigate away from the editor, you can click Save to save your changes.
Note:
There is no “Save as draft” option for internal articles. When internal articles are saved, this is the information that becomes available to teammates in Content section and Fin (if enabled).
Internal articles automatically save every few seconds while you’re in the editor. Because changes are saved automatically, the Save button will be greyed out. To leave the editor without closing the article, click Cancel. To close the article and return to the full content list, click Close.
Share it with your teammates
Once you’ve saved an internal article, you can share a link to it with your teammates by copying the workspace URL at the top of the internal article.
Manage internal articles
Managing an article is all done from the articles editor. Go to Train > Content, select Internal articles folder and click on the internal article you want to manage.
Configure settings
When you create an internal article, there's a Details panel on the right which contains:
Data: View the content type, language, creation date, created by, last update, and the teammate who last updated it.
Fin settings: To enable/disable for Fin and Copilot.
Tag: Add an existing tag or create a new one.
Internal articles from synced sources can’t be edited from Train > Content , any updates must be made to the source.
Content will automatically re-sync with Intercom every 24 hours, but you can also re-sync manually.
Make changes to the content
To edit an existing internal article, go to Train > Content select Internal articles folder and click on the internal article you want to make changes to. Then click on Edit.
When you’ve finished making changes, or you want to navigate away from the editor, click Save (or close the editor if it's already saved and the Save button is greyed out).
Make internal article available to Fin or Copilot
To make an internal article available to Fin or Copilot, go to Train > Content select Internal articles folder and open the internal article.
From the Details panel, scroll down to “Fin” and choose whether to enable this article for Fin and/or Copilot:
Fin Agent: This setting will make the internal article available for Fin to reference when responding to customers.
Fin Copilot: This setting will make the internal article available for Copilot to use when answering teammates questions in the inbox via the Copilot panel.
Note:
Teammates will require access to Copilot to use it. This can be managed for each teammate from Settings > Workspace > Teammates.
If enabled for Fin, internal articles work the same as 'private sources' (e.g. snippets and PDFs) and Fin can reference them but will not link to them in responses.