Use AI Agents

This guide explores how you can utilize GPT Powered Answers to its maximum capability

Overview

AI Agents can be used to share answers publicly or privately by using it as:

• Virtual Agent

• Agent Assistant

AI Agents can also be used to take actions on your behalf:

• Using Bot Interactions, you can tag @clearfeed to invoke the AI Agent to take actions in your configured integrations.

Choose Between Virtual Agent or Agent Assistant

Feature	Virtual Agent	Agent Assistant
Channel Type	Request Channels	Triage Channels
Who sees the response?	Customer directly	Internal agents only
Response Flow	Fully automated	Agent-reviewed
Use case	Self-serve support	Assisted support
Control over messaging	Low (auto)	High (manual)

You can enable the GPT-Powered mode based on your team's preferences and support workflows. Learn how to configure GPT-Powered Answers for Virtual Agent and Agent Assistant modes.

• Virtual Agent directly responds in the request channel where answers are visible to both requestors and responders.

• Agent Assistant only responds on the triage channel where responders can see the answers.

Use AI Agents as a Virtual Agent

The Virtual Agent in ClearFeed delivers real-time, automated responses to customer queries by pulling answers from your configured knowledge sources. It intelligently detects questions or issues and posts support-ready replies directly in the thread—no agent involvement required.

Learn how to configure the AI Agent for the Collection below:

Build AI Agents

Best Suited For:

• Teams looking to reduce support load by automating common questions.

• Providing instant responses to users at any time, even outside business hours.

• Scaling support without growing the agent team.

Virtual Agent in Action

Virtual Agent with Ticketing

Note: Interaction with the Virtual Agent is different when ticketing is set to automatic and manual respectively. This is applicable for both ClearFeed and External Ticketing.

Answer Generation for Tickets

Using Virtual Agent with Automatic Ticketing

When Automatic mode is enabled, you can choose when the Virtual Agent should generate its response:

Before Ticket Creation

The Virtual Agent attempts to answer before a ticket is created.

• If an answer is generated: The user is prompted to choose:

  • Yes, mark as solved — closes the request without creating a ticket

  • No, create a ticket — triggers ticket creation

• If no answer is generated, or if the user does not provide feedback within 1 hour, the system automatically creates a ticket.

This mode helps deflect simple queries by resolving them before ticket creation.

After Ticket Creation

In this mode, the system creates a ticket first, and then the Virtual Agent attempts to answer. (Currently supported only when ticketing is set to ClearFeed or Zendesk.)

• The agent uses the details provided in the ticket form to generate a more accurate response.

• If an answer is generated: The user can respond with: Yes, mark as solved — closes the ticket No — keeps the ticket open (conversation continues with the human agent)

This mode is helpful when richer ticket details improve answer quality.

Using Virtual Agent with Manual Ticketing

• The Virtual Agent responds immediately to messages in the request channel.

• A ticket is created when a user reacts with the configured emoji regardless of their feedback response.

Use AI Agents as an Agent Assistant

The Agent Assistant operates within Triage Channels, providing AI-generated suggestions that agents can review, refine, and post to customers. Rather than responding automatically, the assistant empowers your team with AI-crafted drafts that reduce the time spent writing replies.

Agents get suggested replies based on the customer's query and available knowledge sources. Agents can copy or post the suggested response directly into the customer thread.

Learn how to configure the AI Agent for the Collection below:

Build AI Agents

Best Suited For:

• Teams who want to maintain full control over customer communication.

• Support workflows involving human-in-the-loop review before responses are sent.

• Ensuring brand tone and personalization in responses while still saving time.

How it works?

1. Upon receiving a triage channel request, the Agent Assistant:

   1. Searches indexed sources for snippets.

   2. Uses GPT for answers from relevant snippets.

   3. Posts the generated answer as an internal comment on the request's triage thread.

2. If the agent approves the answer, they can share it as the response to the request.

3. If the Agent Assistant is unable to find a relevant answer to the request, it will post a message indicating No relevant answers were found.

FAQs

1. Where should I apply emojis to trigger Virtual Agent — along with the text or directly on the request message? Answer: To trigger bot actions, always apply the emoji directly on the request message. Adding emojis along with the text will not initiate any actions.

2. How can I modify the time window for triggering ticket creation if no feedback is provided Answer: If the answer is generated successfully but no feedback is provided by a user within 1 hour, ticket creation is triggered automatically. If you need to modify this 1-hour time window, please reach out to our dedicated support team at [email protected] for assistance.

3. What happens if a request is solved, converted into a ticket, or marked as "Not a request" before the answer is generated? Answer: If the request is solved, converted into a ticket, or marked as "Not a request" before the answer is generated, the Virtual Agent will not post the answer at all.

4. What happens to feedback buttons if a request status changes after an answer is generated? Answer: If the request is solved, converted into a ticket, or marked as "Not a request" after the answer is generated, the feedback buttons will be removed from the generated answer.