Fin answers best when you ask one clear question at a time, in your own words, with the details that matter. This sounds simple on the surface, but there’s a science to it - and we want to share it with you!
Hi, I’m Fin!
Fin is our AI support assistant, powered by Intercom. When you send a message, Fin works out what you're asking, searches our support content for the best match, then writes an answer grounded in that content. They work in over 45 languages and can read images you share.
They’re not here to replace our human support, but are designed to answer most functionality questions to free up our time to help you with the more complex things, so give them a chance!
Asking the Right Questions
Because Fin searches for an answer to your question, the way you phrase it matters. A focused, specific message points them at the right article - the pun is very much intended.
All that’s to say that a long message covering several topics, or a screenshot with no explanation, makes it harder to Find the right match.
Our team reviews Fin's answers continuously and updates our content, so the responses keep getting better.
You'll get the most from them by following the below…
Best Practices
These are the things that will make the biggest difference when asking for help:
One question per message - Fin looks for the best answer to a single question. If you have three questions, send the first, read the answer, then send the next. You'll get three focused answers instead of one partial one.
Say what you're trying to do - Start with your goal, such as "I want to move a candidate to a different job", rather than a single word like "candidates" or "help".
Be specific - Name the page, feature, or setting you're using. Say what you clicked and what happened. Copy and paste any error message exactly as it appears.
Use plain, full sentences - Write as you would to a colleague. Spell out abbreviations your team uses internally, since Fin may not know them. This also helps us teach them to speak your language, so that down the line you don’t have to be as explicit!
Answer Fin's questions directly - If Fin asks you to clarify, reply to that question first. It's narrowing down the right answer for you, not being difficult.
The best part? If you do end up needing one of our human team members to have a look into your query, they’ll have access to everything they need to start helping!
Examples
A strong question has three parts - what you want to do, where you are, and what's happening (or what you've tried). So: “I’m trying to [Goal]. I’m on [Page]. When I [Action], [Description of what happens].”
You don't need all three every time. A simple how-to question only needs the goal.
Instead of this | Try this | Why it works |
"Help" | "How do I add a new user to our account?" | Fin has a clear goal to search for. |
"Emails not working" | "Candidates aren't receiving the interview invitation emails I send from the candidate profile. It started yesterday." | Names the feature, the symptom and when it began. |
"How do I add a user, change our logo, and why is the careers page slow? Also can I export reports?" | Send four separate messages, one at a time. | Each question gets its own focused answer. |
"It says error" | "I get the error 'You don't have permission to view this page' when I open Reports." | The exact wording points Fin to the matching article. |
"Same issue as last week" | Describe the issue again in full. | Fin may not have the context of earlier conversations, so give the full picture each time. |
A screenshot on its own | A screenshot plus one sentence saying what you need help with. | Fin knows what to look for in the image. |
Including Screenshots, Images, and Docs
Fin can read most images - this could be screenshots, photos, and scanned documents (JPG, PNG, GIF, and HEIC). It can also read texts inside of PDFs. The clearer the attachment, the better job they will do at reading the content.
Best Practices
There are many things you can do to make attachments work for you:
Always add a sentence - Tell Fin what you need, e.g., "This error appears when I try to publish a job. How do I fix it?" An image with no text leaves Fin guessing what matters.
Type out error messages - Copy and paste the exact wording as well as (or instead of) a screenshot. Text is the most reliable way for Fin to match the right article, so it’s worth the extra click.
Crop to what matters - Capture the relevant part of the screen, not your whole desktop. Make sure the text is sharp and readable.
Use real screenshots, not photos of your monitor - Phone photos of a screen are often blurred, angled, or full of glare, which will make it harder for Fin to interpret what’s pictured.
Keep it to a few images - Fin reviews up to the five most recent images in a conversation. One or two well-chosen screenshots beat a whole presentation.
Don't share sensitive details - Fin is designed not to extract personal or payment information, such as card numbers or ID details. Even so, it’s best to blur or crop these out.
If Fin can't make sense of an image, it may ask you to describe the problem in words. Doing that up front saves you some time.
Keeping the Conversation on Track
If your query can’t be resolved in a single question, there are things you can do to keep the conversation on track:
Build on the answer - Fin remembers what you've said in the current conversation. Follow-ups like "What if the candidate has already been hired?" work well.
Tell Fin when an answer misses - Reply "No, that's not it" and add what's different, e.g., "That article is about job boards, but I mean our careers site." Fin will ask for more detail and try again.
Correct it if a step doesn't match - If Fin mentions a button or menu you can't see, say so. Your permissions or plan may differ, and that detail helps.
Break big tasks into steps - For a multi-step setup, ask about the first step, complete it, then ask about the next.
Raise new topics clearly - When you’re ready to move onto a different query entirely, say so. Start your next message with something like "Different question:" so Fin doesn't mix the two.
Check the linked articles - Fin's answers come from our support content. Open the source article for screenshots and the full steps, just in case it grabbed the wrong snippet.
If you step away, Fin will check in after a few minutes. Reply whenever you're ready!
Avoiding Common Mistakes
We talked about the “Do”s, but here are also some “Don’t”s we’ve noticed so far that you can use as a quick reference guide if you’re struggling with getting the right answers out of Fin:
When you do this | This happens | Try this instead |
Several questions in one message | Fin answers the main one and the rest get missed or diluted | One question per message |
A screenshot with no text | Fin has to guess what you need | Add a sentence about what you need |
One-word messages ("invoices", "login") | Too vague to match the right article | Say what you want to do |
Paraphrasing an error ("it says something about access") | Fin can't match the exact message | Copy and paste the exact wording |
A long backstory before the question | The key question gets buried | Lead with the question, then add relevant details |
Internal shorthand or team nicknames | Fin doesn't recognise the term | Use the feature's name as shown on screen |
Repeating the same question word for word | Fin gives the same answer | Rephrase, or explain what was wrong with the last answer |
Sharing passwords or payment details | A security risk | Never share these in chat |
Getting a Second Opinion
If Fin can't solve your query, you can ask for human help at any time. Say something like “I want to speak to a human” or “I’d like someone from Support to have a look”, and Fin will pass the conversation on.
They may also offer this if they can't answer confidently or the conversation is going in circles, but either way you’re never locked into a chat with them.
To make the handover quick:
Stay in the same conversation - Our team sees everything you've already told Fin, so you won't need to repeat yourself.
Add anything Fin didn't ask for - Account details, affected candidates or jobs, and when the issue started all help.
And while you’re here, please rate Fin's answers.
When Fin asks whether an answer helped, please reply. Our content specialist reviews Fin's conversations and uses your feedback to improve our articles, so every rating makes Fin better for everyone.