ClearFeed Requests/Tickets

Use the knowledge from historical ClearFeed requests/tickets to answer new questions and deflect repetitive queries

Configuring ClearFeed Requests/Tickets as Knowledge Source

You can now use past ClearFeed Requests or Tickets as a Knowledge Source for your AI Agents. This allows the AI Agent to use past, resolved requests to generate contextual answers to new user queries.

Follow the process below to configure ClearFeed Requests as a Knowledge Source.

• From the left navigation bar on the ClearFeed WebApp, go to AI > Knowledge Sources.

• Hover over the “Add Knowledge Source” dropdown at the top right corner and select ClearFeed Requests (or ClearFeed Tickets for Internal Helpdesks).

• A side drawer will appear, prompting you to provide specific details:

  • Name: Designate a title for this Knowledge Source, which will be displayed on ClearFeed.

  • Tags: These are identifiers linked with every Knowledge Source, aiding in categorization and structuring. Customize tags based on your needs. Note: Slack will be a default tag.

  • Duration: Select the duration of past requests to index initially. This determines how much historical request data is included during the first indexing.

  • Requests: Choose how you want to index requests.

    • All Requests: Index all requests from your ClearFeed account.

    • Specific Channels: Index requests only from selected channels.

      {% hint style="info" %} If any of the request channels contain sensitive or confidential data, please ensure that it is only connected to agents and workflows where access to such information is appropriate and secure. {% endhint %}

      
• After saving your addition, the Knowledge Source will be functional.

Using AI Agents

Once you've configured the knowledge sources, learn how to build and use AI Agents that can leverage this knowledge source and plug them into support workflows using the Agent Assistant or Virtual Agent.

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