Build AI Agents
AI Agents in ClearFeed help teams automate answers, assist agents, and continuously improve documentation. ClearFeed supports two types of AI Agents, each designed for a distinct purpose and workflow:
Answer Agents – Respond to user questions and assist agents using Knowledge Sources and tools.
Documentation Agents – Analyze tickets and requests to identify documentation gaps and improvement opportunities.
Each agent type differs in configuration, testing, and how it is used across ClearFeed.
Create a New AI Agent
From the left navigation in the ClearFeed web app, go to AI > Agent Studio.
Click New AI Agent.
Choose the agent type:
Answer Agent – Answers queries and assists users or agents.
Documentation Agent – Reviews tickets and requests to suggest documentation improvements.
The agent type determines what can be configured, how the agent is tested, and how it is activated.
Configure Your Agent
Knowledge Sources
Applies to both Answer Agents and Documentation Agents
Knowledge Sources define what information the AI Agent can access.
You can configure them in one of the following ways:
Add All: Allow the agent to use all indexed Knowledge Sources.
Pick Specific: Limit the agent to selected Knowledge Sources using tags to control scope.
Advanced Knowledge Source Configuration
Answer Agents Only
These settings control how Knowledge Sources are used when generating answers. They apply only to Answer Agents used as Virtual Agents or Agent Assistants at the collection level.
Customize AI Responses
Display AI-Generated Answers: Choose whether AI-generated responses are shown.
Share Search Results: Display relevant search results alongside the answer and configure how many results to show.
Share References: Display documentation references used to generate the answer (up to 6).
Enable Web Search (Optional): Allow the agent to go beyond connected Knowledge Sources using real-time web search.
Integrations
Answer Agents Only
Answer Agents can connect to external systems to perform actions.
Supported Integrations
Jira
Zendesk
HubSpot
GitHub
Integration Permissions
Under Advanced Settings, control what the agent is allowed to do for each integration:
Grant specific permissions manually
Allow only current permissions
Enable all current and future permissions
By default, all current and future permissions are enabled. This can be customized at any time.
Provide Instructions for the AI Agent
Both agent types support instructions, but they serve different purposes.
Documentation Agent Instructions
Documentation Agents use instructions to control how documentation gaps are identified and reported. They do not answer end-user questions or perform actions.
Instruction Structure
Helpdesk Context Defines the scope and nature of the helpdesk conversations.
Response Style Controls how suggestions are presented (concise, actionable, bullet-based).
Documentation Update Rules Defines what the agent is allowed to suggest (for example, only stable and released features).
These rules ensure the agent produces safe, implementation-ready recommendations.
Answer Agent Instructions
Answer Agent instructions define how the agent reasons, uses tools, and generates responses.
Instruction Structure
Agent Role: The Agent Role defines the agent’s core responsibility and operating boundaries. It sets the foundation for how the agent interprets queries, selects tools, and responds. It should clearly state:
What the agent is responsible for
How it should behave at a high level
Whether it must rely on tools or can answer directly
Restricted Queries: Specify queries the agent must never answer to avoid sensitive or non-permissible responses. When detected, the agent skips responding. Examples:
System credentials
Admin access
Salary or compensation data
Planning and Execution Instructions: Define how the agent plans and executes tasks, including:
When tools must be used
How multiple tools should be sequenced
When execution should stop due to insufficient data
Response Generation Instructions: Control tone, language, formatting, and fallback behavior.
Tone and Length: Clear, concise, and aligned with your brand
Language: By default, respond in the same language as the query
Knowledge Lookup & Fallback: If relevant information is found, generate a response. If not, return a fallback message.
Improve Prompt (AI-Assisted)
The Improve Prompt option refines simple or incomplete instructions into a structured, production-ready prompt.
Available for new and existing agents
Disabled once improved
Re-enabled only if instructions change
Customize Look and Feel
Answer Agents Only
Customize how the agent appears in Slack:
Display Name
Profile Photo (image URL)
Description for internal clarity
Testing Your Agent
Testing helps validate behavior before enabling agents in production.
Testing an Answer Agent
Answer Agents support both chat-based and ticket/request-based testing.
Chat-Based Testing
Simulate conversations
Review responses
Inspect the Execution Plan, including tools, steps, and references
Ticket / Request-Based Testing
Test against existing tickets or requests
Validate behavior when ticket context and fields are present
Mirror real Virtual Agent and Agent Assistant usage
Testing a Documentation Agent
Documentation Agents can be tested only against tickets or requests.
Select an existing ticket or request
Review documentation improvement suggestions
Using AI Agents
Using Answer Agents
Create your AI Agents and assign them to a Collection to start using them.
Go to Collection → Settings
Open AI Agent settings
Enable either:
Virtual Agent, or
Agent Assistant
Select the Answer Agent
(Optional) Configure how your Virtual Agent appears in Slack by setting a custom Name and Avatar.
How to use:
Enable the Customize Virtual Agent toggle.
Provide the desired Name (required) and Avatar (optional).
Behavior:
If no Avatar is provided, ClearFeed uses the Avatar from your Account-level White Label settings.
If While Label settings are not configured, the default ClearFeed avatar will be used.
When customization is disabled:
If the Customize Virtual Agent toggle is turned off, both the Name and Avatar are automatically inherited from the linked AI Agent configuration.
Virtual Agent Trigger Modes
Manual: The Virtual Agent responds only when the 🔍 emoji is added to a thread. (Note: Manual mode is not compatible with automatic ticket creation.)
Automatic: The Virtual Agent generates answers automatically for all new requests in the thread.
When Automatic mode is selected, you can also configure Answer Generation Timing — i.e., when the Virtual Agent should generate its response:
Before Ticket Creation: The Virtual Agent responds before the ticket is created. Depending on the requester’s reply, a ticket may then be created automatically.
After Ticket Creation: The system first creates a ticket, then the Virtual Agent responds — using the ticket details filled by the user to provide more accurate answers.
Bot Interactions
Lets you tag ClearFeed (@clearfeed) to invoke the AI Agents and take actions or generate answers
Learn more about Bot Interactions here.
This is enabled by default for Agent Assistant.
Using Documentation Agents
Documentation Agents are used through Automations.
Create or update an automation and select the Documentation Agent as an action to run it on tickets or requests. Learn more here
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