Overview
Your knowledge base powers both self-service support and your AI agent's answers. Proper configuration ensures customers find what they need and Fin delivers accurate responses.
This guide covers:
Article visibility and access control
Search behavior and optimization
Content organization
AI agent (Fin) content settings
Article Visibility
Not all content should be public. Intercom lets you control who sees what.
Visibility Options
Setting | Who Can See | Use For |
Public | Anyone on the internet | General FAQs, product info, guides |
Logged-in users | Authenticated customers only | Account-specific help, feature docs |
Internal | Your team only | SOPs, internal processes, agent scripts |
Setting Article Visibility
Open the article in Help Center → Articles
Click Settings (gear icon)
Under Audience, select visibility level
Save changes
Tip: Use "Logged-in users" for content that references pricing, account features, or anything you don't want indexed by search engines.
Audience Segmentation
Go beyond basic visibility with audience rules:
By plan/tier — Show different content to free vs. paid users
By company — Enterprise clients see enterprise docs
By tag — Segment by industry, use case, or onboarding stage
Configure in Help Center → Settings → Audience targeting.
Search Behavior
Help your customers find answers faster by optimizing search.
Search Settings
Navigate to Help Center → Settings → Search to configure:
Setting | Recommendation |
Search suggestions | On — shows results as users type |
Popular articles | On — displays frequently viewed content |
Recent searches | On — helps returning visitors |
Search synonyms | Configure — map common terms to your terminology |
Search Synonyms
Customers might use different words than your articles. Map synonyms to improve results:
Customer Searches | Maps To |
"bill", "invoice", "charge" | Billing |
"cancel", "stop", "end" | Cancellation |
"login", "sign in", "access" | Authentication |
"broken", "bug", "issue" | Troubleshooting |
Add synonyms in Help Center → Settings → Search → Synonyms.
Search Weighting
Control which content ranks higher in results:
Title matches — Highest priority (default)
Exact phrase matches — Boost articles with exact query match
Recently updated — Prioritize fresh content
Most viewed — Surface popular articles
Content Organization
A well-organized knowledge base helps both customers and your AI agent.
Collections
Group related articles into collections (categories):
Example structure:
Getting Started ├── Account setup ├── First steps └── Quick start guide Billing & Payments ├── Payment methods ├── Invoices └── Refunds Settings ├── Notifications ├── Business hours └── AI agent configuration
Collection Settings
For each collection, configure:
Name & description — Clear, scannable titles
Icon — Visual identifier
Order — Drag to set display order
Visibility — Public, logged-in, or internal
Article Order
Within collections, control article order:
Manual — Drag articles into your preferred sequence
Alphabetical — A-Z sorting
Most popular — Frequently viewed first
Recently updated — Fresh content on top
Recommendation: Use manual ordering for "Getting Started" (logical flow) and "Most popular" for troubleshooting sections.
AI Agent Content Settings
Your knowledge base is Fin's brain. Configure what it can access and how it uses content.
Content Sources for Fin
In Fin AI Agent → Content, select what Fin can reference:
Source | Include? |
Public articles | ✅ Yes |
Logged-in articles | ✅ Yes (respects visibility) |
Internal articles | ❌ No (human agents only or copilot) |
External URLs | Optional — add trusted sources |
Snippets | ✅ Yes — for quick replies |
Excluding Content from Fin
Some articles shouldn't be used by the AI:
Outdated content pending review
Sensitive policy documents
Content requiring human judgment
To exclude an article:
Open the article
Go to Settings → AI Agent
Toggle off "Available to Fin"
Content Quality for AI
Fin performs better with well-structured content:
Do:
Use clear headings and short paragraphs
Include the question in the article (e.g., "How do I reset my password?")
Keep articles focused on one topic
Update regularly
Don't:
Combine multiple topics in one article
Use ambiguous language
Leave outdated information live
Bury answers in long paragraphs
Testing Fin's Responses
After updating content, test how Fin uses it:
Go to Fin AI Agent → Test
Ask questions your customers would ask
Review which articles Fin references
Adjust content or settings as needed
Search Analytics
Monitor how customers use your knowledge base.
Key Metrics
Metric | What It Tells You |
Top searches | What customers are looking for |
Failed searches | Content gaps — no results found |
Search-to-article rate | Are search results helpful? |
Article views after search | Which content actually gets read |
Acting on Analytics
High failed searches? → Create articles for those topics
Low click-through on results? → Improve titles and descriptions
Customers searching then contacting support? → Content isn't answering the question
View analytics in Help Center → Reports → Search.
Quick Checklist
Before publishing or updating your knowledge base:
[ ] Visibility set correctly for each article
[ ] Articles organized into logical collections
[ ] Search synonyms configured for common terms
[ ] AI agent access enabled/disabled appropriately
[ ] Content tested in Fin's test mode
[ ] No outdated articles live
Need Help?
Email: [email protected]
Phone: +41 79 741 86 13
Need a full knowledge base audit or restructure? Ask about our Support Automation Blueprint service.