The 15-Minute Daily Ritual That Transforms Fin AI Performance | Ep. 3 with Jen Weaver

Most support teams switch on Fin and then wait for the resolution rate to improve on its own. But without a regular review habit, the gaps in Fin's knowledge go unnoticed — and the same questions keep getting routed to humans week after week.

In this episode of Support Stack, Conor Pendergrast is joined by Jen Weaver, a customer support specialist at Supportman who manages Intercom for Tettra, to explore how a 15-minute daily ritual can become the highest-return habit in your entire support workflow.

Jen walks through her approach of opening the Fin AI Agent section in her Intercom inbox each morning and filtering for conversations that were "routed" — those where a customer started with Fin but then asked to speak with a human. These are the conversations that reveal exactly where Fin's content or guidance is falling short, and they are the most valuable signal you have for improving your setup.

The episode covers the practical mechanics of acting on what you find. When a conversation reveals a gap, Jen demonstrates how to use Intercom's "Improve the answer" tool to create a content snippet — a targeted piece of knowledge that trains Fin to give a better response next time. Conor explains the optimal snippet structure: a clear question title, a variation on how the same question might be phrased, and a well-formatted answer that Fin can draw on when generating a reply.

However, the episode also includes an important caveat. Snippets are quick to create but easy to accumulate, and Conor shares a cautionary observation: without a content hygiene strategy, teams can end up with hundreds of overlapping snippets that become difficult to maintain and prone to going out of date. The recommendation is to use snippets selectively — particularly for sensitive or temporary information not suited to a public help article — and to favour structured help articles wherever possible.

If you are working with Intercom, Fin, or exploring AI in customer support, this episode provides both a practical daily routine and a clear framework for deciding when content snippets are the right tool and when a proper help article would serve better.

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Episode transcript

Conor (0:00)
Hey, I'm Conor Pendergrast from CustomerSuccess.cx.

Jen (0:04)
I'm Jen from Tettra

Conor (0:07)
Welcome to episode three of Support Stack.

Conor (0:17)
So one of the things, Jen, that I always recommend people to do, especially when they're getting started with Fin, or getting started with Intercom and Intercom's Fin, is to set up a daily ritual of looking at the interactions that Fin has had with your customers and work out what needs to change to make it a successful conversation. So this can be — it doesn't have to be a huge amount of time. It can be 15 minutes in the morning, but it is the 15 minutes that will be probably the highest return on investment 15 minutes of your day. I don't know how you frame this, but I've said this via my email list quite a few times, but I always suggest you think about what content, what data, and what actions your version of Fin needs in order to fully resolve a conversation or do an even better job next time. Today, we're just going to look at one part of that though. So that's the content side of it. What is it that you're looking at in Intercom? Can you show what part of the product you look at without showing customer information?

Jen (1:26)
Right, yes, I can do that, I think. Yeah, so I'm looking right now on the screen at the Inbox. And this section is where I could see all the conversations that we've handled as a team. But then below that is the Fin AI Agent. If you want to do that daily routine, which I think is a fabulous idea, especially as you're getting started, you want to go down to routed, where the customer asked to talk to a teammate. So they started out with Fin, and then they went to one of your humans.

Conor (1:58)
That's great. So those are the conversations that Fin wasn't able to resolve or maybe that the customer just thought that Fin wasn't able to resolve it. So what would you do? Can you show us an example?

Jen (2:11)
Let's just look at a past example conversation. What you would do. I moved this one into the inbox already, so we're not going to dig into actual customer data. This is a preview conversation. So here, I actually highlighted the part of this response I didn't like, I wanted it to be a little different. So you always have the option to go in and improve the answer, which — let's see what that looks like. So here is the original answer. And I want to improve it by creating a snippet. So clicking create snippet, I already have written what I want it to change. Oh, it's asking me to select the language, I guess. Okay, so I selected the language and then I'm just gonna paste in the snippet that I already wrote. You coached me on how to write this actually. So can you talk a little bit about the structure?

Conor (3:09)
Yeah, yeah. So what I would suggest is have a clear question that a customer will probably ask you. So in this case, what we said — let's fix the question section so it matches what the content is. So in this case, we said the question is, how can I fix page loading problems? So then you have your question. Great, that's the title. Fin will look at that first. But then what you want to do is also repeat it in a slightly different way. Because it gives variations for what Fin will understand as that question being. So how can I fix page loading problems can also become my Tettra page won't load. And then you want to give it an idea of how you would frame it to a customer when your Tettra page won't load or gives you a 404 error. This is how you phrase it. This is when we get into Tettra territory. So I don't know this as well, but this is the answer. And then Fin will use this to construct the answer for you. It's a great place to put both bulleted lists and also to put numbered lists if it has to be like a step-by-step precise instruction.

Jen (4:29)
Like if I put in a numbered list, it will always — Fin will know that those go in order.

Conor (4:40)
Yeah, Fin is pretty smart. And there are some problems sometimes, but a lot of it is just, it doesn't have the right content, or as I said earlier, the right data or the right actions to get the answer.

Jen (4:56)
So then if you're happy with your new snippet, you would press Save Snippet, and then magic, your new snippet is ready and available. And I will say, so snippets are great, and... I will caveat it with saying it's very easy to rack up a whole bunch of snippets very quickly. You can end up, if you have a busy support team and you don't have a specific content trimming strategy, you can end up with hundreds of content snippets that sit alongside the hundreds, perhaps hundreds of help articles that you have. And the biggest caveat I can say is those content snippets — there will be a lot more duplicates because it's all unstructured data. There will be a lot more duplicates and it's a lot easier for that information to go out of date and not get updated as frequently. So create content snippets — I'd say content snippets are great when it's not information you want to put on a public website, but you want it. Maybe you have — for example — being used in billing purposes if there's a secret option to pay annually via invoice, which is the nightmare scenario for a lot of us in the SaaS space. There's the annual billing is tough because often it involves pro rata billing and all these kind of things. And you've got invoice based billing. And then you throw in like 12 different countries that you can pay to or 16 different bank accounts that you can pay into, all of these kind of things. So that's hidden information that you would want available to certain customers, but not just available on your website all of the time. That's great for content snippets or temporary information. So if there is a particular bug that will get fixed in a week or two, that could be something that you can put in a content snippet. But I would say stick with the structured version of the help articles if you can, because the structure of it forces you to check for duplicate information and also allows it to keep up to date a lot easier.

Jen (7:10)
You know, I'm embarrassed a little bit because I am guilty of this. I don't know where to go. And I think it's relevant to this video to update and trim those snippets. How do I get there?

Conor (7:19)
If you are feeling like you want to do a bit of content hygiene, yeah, I'm not surprised. So if you close this out, on the left-hand side there, on the main sidebar, if you just go to knowledge. Great, and so if you scroll down slightly, you can click all types. Do you see it's got the filters here? All types. And then you can wanna switch to the snippets. That's exactly it. So this is where you see that — there's 25 results. That's perfectly reasonable. That's absolutely understandable. I had a recent client and I will not name names who had in the region of 700 snippets, which is quite a few. And we've just put quite a big exercise in to trim that down to, I think it's about 170 at the moment. And that's a lot more realistic. And 25 is absolutely fine.

Jen (8:23)
Yeah. So that's content snippets and when to use content snippets, but also the heavy caveat of content as well.

Conor (8:31)
Thank you so much, Jen Weaver. If people want to find out more about you on the internet or find out maybe there's some incredible work that you do in podcast form, if someone wants to hear from you every week, where would they go?

Jen (8:45)
So I go to LinkedIn, I do the Live Chat with Jen podcast, which is for support leaders. I also do an every Friday podcast roll up newsletter. All of that is on LinkedIn. If you connect with me, you'll automatically, I think, be asked to subscribe to the newsletter, which you should totally do.

Conor (9:05)
You definitely should do. It's a really good one. And if you liked this episode of Support Stack and you want to find out when the next one happens, you can subscribe to my week daily email, which is at CustomerSuccess.cx/weekdaily. And you'll get an email from me every day of the week, every weekday, if you will. And there I'll talk to you all about Intercom and customer support leaders and using Intercom and this fine show. So thank you very much. Toodles!