Suggestions is an AI-powered feature that recommends specific actions to help teammates improve Fin performance. It identifies gaps in knowledge, unclear responses, and proposes updates to ensure Fin delivers better answers—faster.
Know what to fix and how – Suggestions highlight where Fin struggled and recommend clear, specific content updates.
Skip the manual QA – 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.
Note: We’re working on additional suggestion types like Fin Tasks and Guidance, but these aren’t available yet.
How to access Suggestions
Through the Optimize dashboard
For those needing extra context when reviewing suggestions, go to Analyze > Optimize to identify high-impact actions you can take for topics driving volume, handling time, or poor CX.
Access these Suggestions in the AI Topics table under the "Suggestions" column.
The overlay displays:
Number of edits required
Creation date
Source conversations used to generate the suggestion
Through the Suggestions page
For teammates who manage content, go to Train > Suggestions for a focused to-do list for optimizing content.
Suggestions appear in a scrollable list on the left, with your content always visible on the right.
Quickly move through suggestions without losing your place - each one loads automatically as you go.
No jumping between views - everything you need is in one intuitive space.
See the AI Topic and Subtopics each suggestion is related to.
Sort Suggestions by:
Newest
Oldest
How to use Suggestions
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.
Suggestions identify the likely root cause and recommend one or more actions.
Types of suggestions
Action | Goals | Availability |
Add new content |
|
|
Edit existing content |
|
|
Remove or merge content |
|
|
Reviewing suggestions
You can review all suggestions before enabling them for Fin. Each suggestion includes:
A summary explanation
Creation date
Source conversations
Review actions required
Click the conversation icon in the suggestion card to view the source conversations. This helps you understand why and how the suggestion was generated.
Review options:
New content: Accept or reject the snippet
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.
Suggestions to edit synced articles (Zendesk users only)
If you use Fin for Zendesk, you can receive AI-powered suggestions to edit Zendesk-synced articles and publish the article to your help center from within your Fin workspace.
Suggestions to edit articles in Zendesk appear under Train > Suggestions alongside other types.
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.
Coming soon
Suggestions for duplicate content (merge/removal).
Suggestions for underperforming/redundant content (merge/removal/update).
Suggestions for Fin Tasks and Guidance.
FAQs
How often are suggestions created?
How often are suggestions created?
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.
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)
What’s the difference between suggestions in Train vs Analyze?
What’s the difference between suggestions in Train vs Analyze?
They are the same suggestions, but:
Train: Gives a prioritized task list for knowledge managers.
Analyze: More data-driven, ideal for support leaders and teams.
Are there any limitations for AI-powered suggestions?
Are there any limitations for AI-powered 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.
Suggestions are currently limited to English-language content only.
Why are AI suggestions enabled for Fin and Copilot before I've approved them?
Why are AI 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.