How to get the best out of
Fin AI Copilot
Fin Copilot works differently from ChatGPT. This guide shows you exactly how to ask questions that get fast, accurate, useful answers — and what to avoid.
Copilot is grounded in your knowledge
Fin Copilot doesn't answer from the internet or general AI knowledge. It answers from the sources you've connected — your help articles, internal docs, and past conversation history. This is what makes it accurate and trustworthy. It also means the quality of your questions determines the quality of its answers.
How to ask great questions
Copilot only searches your connected knowledge sources. If the answer isn't in your Help Center, internal docs, or past conversations, it won't find it. Make sure you're asking things that should be answerable from your content.
Provide enough detail from the start. If you have features or terms with similar names, be specific. Vague questions pull from a broader pool of sources and produce less relevant answers.
Context helps Copilot give you answers calibrated to the actual scenario — not just generic answers. Include the plan, product area, error state, or anything that makes the situation specific.
Copilot is conversational. If the first answer isn't quite right or you need more detail, ask a follow-up instead of starting over. This refines the search and surfaces more specific information.
If you know the answer is likely in internal docs (e.g. handling a complaint) vs. public articles (e.g. feature details), use the source filter to narrow down. This dramatically improves relevance.
Check the source date when Copilot pulls from past conversations. Recent conversations (last few weeks) are more likely accurate. When in doubt, test the solution in the product before sharing it.
4 common mistakes to avoid
Copilot can't answer questions about a specific customer, their company, or anything not in your knowledge sources. It's not a general AI assistant.
Copilot doesn't accept direct instructions like "make this shorter" or "rewrite in a formal tone." Use the tone buttons in the "Add to composer" menu for tone adjustments instead.
Copilot can't read or summarize the current customer conversation. Use the dedicated AI Summarize feature in the inbox composer for that.
Copilot doesn't improve from usage or "train itself." Its quality comes entirely from the content in your Knowledge Hub. Keep that content fresh and well-structured.
When Copilot can't answer
When Copilot fails to give a useful answer, that's a signal — not a dead end. Here's the recommended workflow:
20+ ready-to-use prompt examples
Organized by support scenario. Click any example to copy it.
