Content gap suggestions provide specific actions to help teammates improve Fin performance. They highlight where Fin couldn’t answer because help content was missing, unclear, duplicated, or contradictory.
Know what to fix and how – Content gap suggestions highlight where Fin struggled and recommend clear, specific content updates.
Skip the manual QA – Content gap suggestions scan unresolved Fin conversations, compare them to human replies, and surface what to fix—no transcript digging needed.
Fix what matters most – Each suggestion is ranked by impact so you can prioritize the fixes that improve the most conversations.
Stay in control – Edit, accept, or reject any suggestion before it goes live—so changes happen on your terms.
How to access content gap suggestions
To see your content gap suggestions, go to Analyze > Optimize and filter by Reason is Content gaps.
How to use content gap suggestions
Content gap suggestions are generated by analyzing:
Failed Fin responses (e.g. escalations or poor-quality replies) and comparing them to successful human replies to similar questions.
Teammate-handled responses to check whether there are gaps in your knowledge base.
Duplicates of the same content in multiple sources.
Contradictions of content in different sources.
For each content gap suggestion, you can:
Review AI-generated create or edit recommendations.
See the exact conversations that triggered the suggestion.
Update public articles or snippets directly to improve future resolution.
Types of content gap suggestions
Action | Goals | Availability |
Add new content |
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Edit existing content |
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Review contradictory content |
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Review duplicate content |
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Segment content gap suggestions by audience
To make your suggestions more accurate and impactful, you should segment them by audience. This ensures that Fin only analyzes conversations and content relevant to a specific group of customers, preventing confusion from conflicting information (e.g., different data policies for EU vs. US customers).
Click on the settings icon at the top of the Optimize page to segment content suggestions by Fin audiences you’ve set up.
Note:
Segmentation currently only works for content suggestions.
When you save, your current content suggestions will be cleared. New segmented content suggestions will be generated, which may take a few hours.
Tip: For multi-brand workspaces, we recommend adding a brand attribute to your Fin audiences. This helps ensure that suggestions are generated using the correct content for each brand.
Reviewing content gap suggestions
You can review all content gap suggestions before enabling them for Fin. Each suggestion includes:
Impact score
A summary explanation
Creation date
Source conversations
Related content
Review actions required
If you open the side drawer in the top right, you’ll find the conversations that directly informed a suggestion.
This makes it easier to:
Understand the exact customer questions behind a suggestion.
Validate whether the fix will meaningfully improve resolution.
Share concrete examples with teammates when planning changes.
Review options:
New content: Accept or reject the suggestion
Edits: Scroll through multiple changes including:
Red text (suggested removals)
Green text (suggested additions)
After accepting a suggestion, it is immediately added to Fin's available content.
Tip: You can edit content directly before accepting or rejecting a suggestion.
Review edits to synced Zendesk articles
If you use Fin for Zendesk, you can receive content gap suggestions to edit Zendesk-synced articles and publish the article to your help center from within your Fin workspace.
After reviewing and accepting a suggestion, click Publish—a confirmation modal will appear with a link to the article in Zendesk so you can preview the changes there.
Once you click Publish to Zendesk, the article goes live in your Zendesk help center and can be edited as normal in Zendesk.
Note:
Only available with both Zendesk article sync and ticket data sync enabled.
Only available for articles synced through the primary integration subdomain used to sync tickets. Articles synced on other subdomains will not receive suggestions to edit.
Only available for articles with formatting supported in Fin (e.g., tables within tables are not supported).
When syncing content from Zendesk, images are re-uploaded to an Intercom domain; publishing an edit updates all image URLs in the Zendesk article to the Intercom domain.
This feature is in addition to suggestions to create content through snippets which is available to all customers. The type of suggestion provided will depend on the existing editable articles available.
Review edits to synced Salesforce articles
If you use Fin for Salesforce, you can receive content gap suggestions to edit Salesforce knowledge articles and publish the changes to your help center from within the Fin workspace.
In order to use this feature, you'll need to map the content field to a Salesforce field so that we know what field to publish the article to in Salesforce. Go to Train > Content and click on the 3 dot menu to manage your Salesforce knowledge articles. Select Manage sync then click Continue to map fields from Salesforce articles.
Here, add a new Salesforce field and select the corresponding field for your Salesforce articles, then map it to the content field for Fin. When you're finished, click Update sync from Salesforce.
After reviewing and accepting a suggestion, click Publish—a confirmation modal will appear with a link to the article in Salesforce so you can preview the changes there. After publishing, the article goes live in your Salesforce help center and can be edited as normal in Salesforce.
Note:
Only available with both Salesforce knowledge articles sync and case history sync enabled with the content field mapped to a Salesforce field.
Only available for articles synced through the primary integration subdomain used to sync cases. Articles synced on other subdomains will not receive suggestions to edit.
Only available for articles with formatting supported in Fin (e.g., tables within tables are not supported).
When syncing content from Salesforce, images are re-uploaded to an Intercom domain; publishing an edit updates all image URLs in the Salesforce article to the Intercom domain.
This feature is in addition to suggestions to create content through snippets which is available to all customers. The type of suggestion provided will depend on the existing editable articles available.
Remove/merge duplicate content
Duplicate content suggestions find pieces of content that contain the same information. Resolving these helps to clean up your content and prevents Fin's context window from being cluttered with redundant information, allowing it to provide better answers.
For example, a suggestion might show you two articles that both contain very similar instructions on how to reset a password.
Fix contradicting content
Contradicting content suggestions help you pinpoint content with information that is at odds with one another. This lets you quickly review and resolve the discrepancies, ensuring your knowledge base is a single source of truth. By fixing these contradictions, you'll help Fin provide clear, accurate, and reliable answers to your customers.
Involvements and resolutions are also shown per content to help you decide how to proceed.
How to act on contradicting suggestions
To resolve a contradiction, you can:
Click Edit to open and update the content.
Click Delete article or Delete snippet to remove the content.
Reject the suggestion to permanently remove the suggestion from your view.
Mark the suggestion as done when you have made the necessary updates.
Note: Suggestions are static as of the time they were generated. Since you may edit your content before reviewing a suggestion, the last updated time is displayed above the content with a tooltip indicating that the shown preview might be outdated.
FAQs
How often are suggestions created?
How often are suggestions created?
Create/edit content suggestions are triggered daily or weekly, based on:
Volume: High number of conversations where a question and answer can be found.
Topic activity: Regular queries (1+ a day) on the same topic for at least 7 days.
Spikes: Rapid increases in related queries over 4 days.
Duplicate/contradictory content suggestions are checked every Sunday. This scans your content and prepares up to 20 new suggestions for you to review on Monday. These may include a mix of potential contradictions (around 15) and duplicates (around 5), depending on what's found in your content.
Note: The system does not rely on a fixed figure such as "5,000 conversations" for generating suggestions. Instead, it focuses on identifying clear and repeated patterns of gaps:
No hard threshold: The system evaluates sufficiency of data based on meaningful clusters, not specific numbers.
Quality over quantity: A large number of conversations alone won't generate suggestions unless consistent patterns are detected. The most critical factor is ensuring the system collects enough consistent and meaningful conversation data to allow actionable recommendations.
What’s filtered out when generating suggestions?
What’s filtered out when generating suggestions?
Conversations without teammate responses
Abandoned conversations
Conversations where a teammate repeated the same answer as Fin
Conversations that mainly focus on a feature request or bug reporting
Existing content available to Fin (including from your external sources)
Why would a content gap suggestion be considered high impact if only tied to one conversation?
Why would a content gap suggestion be considered high impact if only tied to one conversation?
A suggestion can be considered high impact even if it’s tied to only one conversation when that single conversation reveals a critical gap, contradiction, or failure in Fin’s ability to resolve customer issues. This is because the impact score is not solely about the number of conversations affected, but also about the potential severity or importance of the issue uncovered.
The system does not fast-track or manually flag individual conversations for suggestions; it relies on patterns and thresholds, but a single conversation can still trigger a high-impact suggestion if it meets certain criteria.
Not all single-conversation suggestions are high impact—only those that reveal significant issues
Are there any limitations for content gap suggestions?
Are there any limitations for content gap suggestions?
Suggestions are only generated for conversations that have an AI topic assigned.
No option to fast-track or manually flag individual conversations for suggestions.
Low-volume customers (with fewer conversations) may receive fewer or no suggestions.
Why are content gap suggestions enabled for Fin and Copilot before I've approved them?
Why are content gap suggestions enabled for Fin and Copilot before I've approved them?
When suggestions are generated, they appear in your review queue where they will be set to "Enabled" for Fin and Copilot by default, however they only become accessible to Fin and Copilot once you've approved them. Nothing goes live without your explicit approval first.
Why am I seeing older conversations in my suggestions?
Why am I seeing older conversations in my suggestions?
You may notice that some suggestions reference conversations that are several weeks or months old. This is expected behavior and is part of how content gap suggestions are designed to identify meaningful patterns. Suggestions are created for a topic once enough conversations have accumulated to signal a clear knowledge gap or an opportunity for improvement. For some topics, it can take longer to gather a sufficient volume of conversations to meet this threshold. As a result, a single suggestion can be based on a mix of both recent and older conversations. This ensures that every suggestion is well-informed and addresses a recurring theme, rather than being based on a single, isolated interaction.