ClearFeed Requests

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.

    Note:

    • If any connected request channels contain sensitive or confidential data, ensure they are mapped only to agents and workflows where such access is appropriate.

    • Only tickets within your configured data-retention period (e.g., last 365 days) are indexed for use as a Knowledge Source.

    • There are two typical patterns when using tickets as a knowledge source:

      • Public channels: Older tickets can be used to help answer new questions for all users with access to the channel.

      • Private tickets: Content from private tickets is used only to generate answers for agents (internal use). ClearFeed does not use private ticket content to answer questions for end users or users who do not have access to that ticket.

    • Administrators must ensure access controls are configured appropriately so sensitive data is only visible to the right agents and workflows.

• 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.

Use AI Agents