Doc Assist
Overview
DocAssist is an AI Agent that helps you maintain accurate, up-to-date documentation by analyzing your support conversations and identifying documentation gaps. Instead of manually reviewing documentation to find missing or outdated content, DocAssist automatically detects patterns in your support interactions and generates specific, actionable suggestions for improving your knowledge base.
What DocAssist Does
DocAssist reviews resolved support conversations and compares them against your existing documentation to identify:
Missing information that customers frequently ask about but isn't covered in your docs
Outdated instructions that no longer match how your product works
Unclear explanations that lead to repeated support questions
Gaps in coverage for specific use cases or scenarios
When DocAssist finds a meaningful gap, it provides targeted suggestions including the exact location, proposed content, and reasoning behind the recommendation.
How It Works
Conversation Analysis
When triggered, DocAssist examines the support conversation including the customer's question and the whole discussion. It intelligently filters out conversations that don't require documentation updates, such as:
Bug reports or engineering issues
Scheduling or administrative messages
Incomplete conversations
If no documentation update is needed, DocAssist provides a brief explanation so your team can move forward without manual review.
Documentation Review
For relevant requests, DocAssist searches your connected knowledge sources to understand the current state of your documentation. It:
Searches for related articles across your knowledge base
Compares existing content with the customer's question
Evaluates whether the guidance is complete, accurate, and clear
When your documentation already addresses the issue adequately, DocAssist returns the relevant excerpts and links, giving your team immediate clarity without manual searching.
Improvement Suggestions
When DocAssist identifies a gap, it generates a specific edit proposal that includes:
Location: The URL and section that needs updating
Proposed content: Clear, ready-to-use text
Reasoning: Why this change is needed
This enables you to update documentation by reviewing targeted recommendations rather than starting from scratch.
Enabling DocAssist
DocAssist is not enabled by default for all the accounts. To enable it for your account:
Contact the ClearFeed team via Slack channel or email us
Our team will enable the DocAssist Agent for your workspace
Once enabled, you can configure it through ClearFeed Automations
Configuration
DocAssist runs entirely through ClearFeed Automations, giving you full control over when and how it operates.
Setup Options
When configuring DocAssist, you can customize:
Helpdesk Context: Describe the types of questions your helpdesk typically handles to help DocAssist understand your support scope.
Documentation Update Rules: Specify which ticket categories should be ignored (such as bugs or feature requests) and when the agent should be more proactive.
Response Style: Choose how detailed or concise you want the suggestions to be.
Knowledge Sources: Select which documentation repositories DocAssist should reference when evaluating gaps.
Example:
## Helpdesk context
This is a documentation improvement agent for Clearfeed's external support helpdesk agent. ClearFeed is a conversational helpdesk built for teams that support customers and employees directly in Slack. The tickets in this helpdesk consist of questions from Clearfeed's customers about various aspects of the product like feature requests, bug reports, pricing related inquiries, etc.
## Response style
Keep responses concise and actionable. Use bullet points for multiple suggestions. Focus on specific improvements.
## Documentation update rules
1. Users often report bugs in the product and tickets get resolved after we have fixed the bug. THESE BUGS don't have to go into the documentation!
2. When users come in with a feature request (or point out a limitation of the system) - tickets may be solved after a commitment to fix or when agents mention they will prioritise the request. These should also NOT make it to the documentation.
3. Do not suggest the same change across different documents, as it would be redundant - if you are providing multiple proposals for the same ticket they should cover different topics.Testing
Before enabling DocAssist for live tickets, you can test it on historical conversations to ensure it meets your needs and produces relevant suggestions.
Recommended Automation Flows
Primary Flow: Trigger on Ticket Resolution
The most effective approach is to invoke DocAssist immediately after a ticket is marked as solved, when the complete context and resolution are available.
Trigger: Request is Updated → Status is changed
Conditions:
Status = Solved
(Optional) Add filters for request type, channel, tags, or customer segments
Delay: 0 minutes (run immediately)
Action: Invoke AI Agent → Documentation Improvement Agent
Include clear instructions such as: Review the conversation and identify outdated or missing sections in our documentation. Provide suggestions with specific sections or titles where changes are needed.
Filter Results:
Add condition: {{Action.should_update_documentation}} is True
This ensures suggestions are posted only when meaningful gaps are detected
Post Suggestions:
Send to a designated Slack channel using {{Action.agent_response}}
Include metadata like request link, triage link etc
Scope: Select the Collections where this automation should apply
Fallback Flow: Time-Based Trigger
Some tickets remain open for extended periods due to external dependencies or cross-functional involvement. This fallback ensures you don't miss documentation opportunities.
Trigger: Request is Created
Conditions:
Status ≠ Solved (only run if ticket is still open)
(Optional) Add additional filters
Delay: Set based on your typical ticket lifecycle (e.g., 4 hours, 8 hours, or 24 hours)
Action: Invoke Documentation Improvement Agent (same configuration as primary flow)
Filter and Post: Use the same logic as the primary flow to check for updates and route suggestions
Best Practices
Run DocAssist After Resolution: The best results come from analyzing complete conversations with full context and confirmed resolutions.
Create a Dedicated Documentation Channel: Route all DocAssist suggestions to a specific Slack channel where your documentation team can review and action them.
Set Clear Rules: Define which ticket types should and shouldn't trigger DocAssist to avoid noise and focus on actionable insights.
Review Regularly: Treat DocAssist suggestions as a workflow item. Set aside regular time to review and implement recommendations.
Iterate on Configuration: Adjust your Documentation Rules and Response Style based on the quality and relevance of suggestions you receive.
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