Based on a True Story: Why This Works
Before we made a single change, our support content was good - just not fully used.
Then, one simple optimization changed so much!
Fin, Intercom’s AI agent, wasn’t directing customers to watch the Guidde videos embedded in our Help Center articles. Most customers never reached the videos unless they stumbled across them on their own. Once we trained Intercom's chatbot to recognize and suggest these resources - the results were incredible!
Resolution rates increased, customers watch hundreds of guiddes every month, and satisfaction rates spiked!
Since implementing this flow, our chatbot now directs users to Guidde videos in nearly 600 conversations each month, resolving 75–80% of related queries without human intervention! Simply by surfacing the right guidde video when a customer asks a question.
In the past quarter, we consistently see:
Higher resolution rates in our self service flow
Fewer follow-up questions
Shorter resolution times
Increased satisfaction scores (people love the chatbot! And they show it)
Scaled content engagement across Guidde videos embedded in the articles
We’re happy to share our workflow to help you scale your videos in Intercom.
Test Your Current Chatbot Behavior
Before training Fin, start by checking how it currently handles video-related questions. Ask Fin about a specific topic, and then follow up with a question about a video:
Example Test Sequence
1. Ask Fin about a specific feature or tool.
2. Let Fin respond.
3. Ask: “Do you have a video for this?”
4. Observe Fin’s response
Case 1 - Fin acknowledges video content: “Yes! You can see it in -----”
Great, Fin is already aware of resources containing videos. You’ll still want to refine the instruction for consistency and tone and guide it to actively offer watching a video, but you’re starting from a strong point.
Case 2 - Fin does not acknowledge video content: “No, we don’t have videos"
If this happens, Fin simply hasn’t been trained to recognize or reference your embedded Guidde videos yet. You can easily teach it.
Repeat this a few times with different content or questions to make sure it’s not a singular terminology mismatch.
Train Fin to Reference Articles with Embedded Guidde Videos
Teach Fin that your articles also include videos, and specify how you want this information communicated to anyone interacting with your chatbot.
Add Guiddes to Your Intercom Content
Add Guidde videos to your Intercom articles to keep the videos integrated with the rest of your content. At Guidde, we usually embed a video at the top of each how-to article in Intercom, though this can vary based on your knowledge and content flow.
Example article from our Help Center:
Instruct Fin to Offer Article Links with Guidde Videos
Follow these steps in Intercom:
Open Fin AI Agent on the left side panel.
Click Train.
Open the Guidance tab.
Create a new guidance under Other, by clicking into it.
Add a concise instruction to share relevant Help Center links and specify that the articles contain video tutorials. Instruct Fin to indicate that your content includes videos when replying, as it won’t do this consistently by default.
Once your guidance is ready, click “Save” and “Enable” to activate it.
You can select a specific audience to limit access, if you wish.
Example Instruction (Our Production Version)
This is the prompt we use, after testing and refining Fin to our needs:
When asked about a feature or tool in Guidde, share the relevant public Help Center article. Most articles include a Guidde video at the top. When sharing a link, add: “You’ll find a short Guidde video at the top of this article - simply open it and click play!”
Always share Help Center articles as clickable markdown links using the article's title.
Never share internal snippet links or internal resources, only public Help Center URLs.
You can fully customize this instruction to match your workflows:
Address only specific areas of content.
Avoid certain areas of content.
Mention videos only if specifically asked about certain features or processes.
Filter by target audience.
Example With Restrictions (Optional)
When asked about account settings, share the relevant public Help Center article. The articles include a Guidde video - when sharing, encourage users to watch it for a quick tutorial.
Never suggest watching a video for billing or finance topics, these articles do not include videos.
Audience setting: Only paid plans.
Notes and Best Practices
To keep the experience consistent:
Allow learning time: Fin may behave inconsistently during the first day or two after adding new instructions. This is expected.
Monitor links periodically: Intercom may occasionally generate a broken link due to internal dependencies. A quick spot-check every now and then keeps things clean.
Reinforce video references in your articles (optional):
Phrases like “Watch the video below for a full walkthrough” in an article can help Fin identify and reference video content across your help center more easily.
Keep instructions short and direct - clear patterns improve Fin’s recognition. Use the “Optimize” button under the instruction box and let Intercom adjust it for better AI compatibility. It only makes changes when needed and always shows you what was updated.
That’s It!
This flow lets your video content scale across internal processes, support, onboarding, and product education; Resulting in faster response times, a more intuitive learning experience, and real value across your organization.
Share How You Use Guidde with Intercom
If you’ve built your own workflow - or want help shaping one - we’d love to hear from you. Contact your CSM or our enablement team anytime