An internal Intercom article can still inform customer-facing AI answers

A support lead adding staff notes to Intercom could reasonably read ‘internal article’ as ‘for staff only’. That label needs a second look before enabling AI answers. Intercom's existing guide says internal articles never appear in the external Help Center, but Fin can use them in customer conversations when enabled. Content with no Fin audience defaults to Everyone. To keep a staff-only article out of customer answers, the guide says to turn off its availability for the Fin AI Agent toggles; Copilot has a separate setting for teammates. Audience rules can instead limit which customers' conversations can use it. I'd have the support lead review the notes meant to help staff make exceptions before adding them, rather than import the whole folder because it is marked internal. A refund exception guide and a customer refund policy serve different readers. Then use Fin's Test area and its Testing as audience selector to check the intended setup. This is documented behavior, not a disclosure I've reproduced. An article can be hidden from browsing without being excluded as a source for an answer.