FIN Analysis Process | Documentation

Last updated: Mar-13-2026

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Instructions
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Instructions

Caroline (or Jackie if Caroline's unavailable) exports the previous Sprint's worth of conversation IDs that got a Negative CX score (or neutral if no negatives), renames the export to exported_ids.csv, and creates a JIRA ticket (with the export attached) for the person whose turn it is that sprint to do the analysis.
The export looks something like this:

The person doing the analysis does the next steps.
Get your Intercom Access Token from the Intercom Developer Hub or LastPass
Set the environment variable:
Install required packages (if you haven't already):
Copy exported_ids.csv to cld_docs/fin (the same folder as fin_api_to_html.py) and run the script with the conversation-ids option, e.g.:
Take a look at the HTML that's produced to try and understand the conversations and form your own opinions about what could have been improved (docs or Fin guidance).
Use the Fin Conversation Analyst GPT to help you get another perspective on improvements to make. Use the following prompt: "Analyze this conversation and suggest doc improvements and Fin guidance.", then copy and paste the conversation from the HTML file.
Create JIRA tickets based on your own analysis and the GPT's analysis for anything that we can improve in the docs, or any guidance that we could provide Fin.
- Link the JIRA tickets to the JIRA ticket for that Sprint.
- For guidance tickets, prepend the summary with "Guidance:" and assign them to Caroline.
- For docs tickets, assign them to the relevant member of the docs team (or just DocTeam).
- For all tickets, add the label "FIN".