🔴 Critical — audience boundaries (do first)

Two internal collections currently sit in the same Help Center that Fin serves to customers. Until their audience is restricted, Fin could surface internal/super-admin content (impersonation, branding, other companies' data, missing-licence lists) to end customers.

• Restrict the Administration collection (ID 19661440) to internal/partner audiences — in Help Center collection settings and Fin → Content sources.

• Restrict the Internal Vemco collection (ID 19661446) the same way.

• Verify in the Fin preview that asking a customer-style question does not return content from either collection.

🟠 Fin & onboarding build (Intercom builders)

These are built in Product Tours, Series/Outbound and Surveys — not via the article API. Full step-by-step targets and message copy are in the two build-spec files prepared for the team (tours spec + Series copy).

• Create the space_segment custom attribute (values: retail, mall, office, facility, admin, partner) — via a first-login Survey or pushed from the platform.

• Build the Welcome tour (shared, 5 steps).

• Build the 6 segment/role tours (Retail, Mall, Office, Facility, Admin, Partner), each ending with a link to its Help Center path.

• Build the onboarding Series — Survey → tour → Day 2 / Day 7 / Day 14 messages, branched by space_segment, with an activation goal so nudges stop once a user is live.

• Gate the Partner and Admin tours + Series branch to internal/partner users only — never shown to ordinary customers.

• Confirm tours are set to show once, not every login.

🟠 Re-engagement & "what's new" automations (platform users)

Both react to what a logged-in Vemcount user does, using Intercom's native activity tracking (the Messenger is installed in the platform). Both are Series-orchestrated — a tour only renders in-app, so it shows on the user's next login. Full build steps and copy are in the automations build-spec file.

• Re-engage inactive users (30 days): Series entered on last_seen > 30 days → re-engagement email → auto-start a short re-activation tour on next login. Set a goal (returned within 7 days) and a cooldown so low-frequency users (e.g. facility managers) aren't nagged. Suppress users mid-onboarding. Consider per-segment inactivity windows (a retailer logs in daily; a landlord monthly) so the rule doesn't misfire.

• "What's new" on significant platform/docs updates: build once as a reusable team-launched Series + short tour. When a significant update ships, turn it on (audience = active users, optionally segment-gated), show a 2–4 step tour whose last step links the updated article, then turn it off after ~2 weeks. Intercom has no "article changed" trigger — the team decides what counts as significant and switches the Series on; define that in a short runbook line.

🟡 Help Center cleanup

The API has no hard-delete, so these must be deleted in the Help Center UI. All are already drafts (not live), so there's no customer exposure — this is tidy-up only.

• Delete the 7 old "DELETE —" draft articles: IDs 12115486, 13010436, 14495027, 14497605, 14499309, 14994765, 14994777.

• Optional: if you consolidate the two internal collections into one, move the 18 Administration articles into Internal Vemco, then delete the empty Administration collection.

Reference — what's already done (no action needed)

• Help Center reorganised: 11 collections, sensor guides consolidated, calculators + administration collections built.

• Onboarding paths published: general "Start here", self-service map, 4 frontend segment paths + selector, admin path, partner path.

• Internal content moved into Internal Vemco (Fin config guide, Admin path, Partner path).

• 18-article Administration reference built from the admin manual (evergreen, live numbers stripped).