AI Fields

ClearFeed’s AI Fields are intelligent, auto-filled fields powered by our AI engine. They help extract key details from Slack-based support conversations and populate fields like request category, urgency, or sentiment—without manual input.

Traditionally, categorizing or tagging support requests has been a manual, error-prone task. As Slack volumes grow, this becomes inefficient. AI Fields eliminate that burden, improving speed, consistency, and visibility across your support workflows.

By using AI Fields, your team can:

• Reduce manual effort with intelligent auto-fills

• Improve consistency in request classification

• Surface key details early for faster triage and resolution

• Make smarter, data-driven support decisions

Types of AI Fields

ClearFeed supports two types of AI Fields:

• Custom AI Fields: Define your own prompts to extract specific information (e.g., Product Area, Urgency, Request Type).

• AI-Generated Tags: Automatically tag requests by analyzing the conversation content.

Custom AI Fields

Custom AI Fields let you extract structured data from a request using your own prompt. You write a prompt once, and ClearFeed runs it each time the automation is triggered.

How to Set It Up

1. Create a Custom Field

   • Go to Fields → Create New Field.

   • Choose the field type: Text, Single Select, or Multi Select.

   • Enable the “Auto-Fill with AI” option.

2. Define the Prompt

   • A default prompt is provided (e.g., “Based on the request, classify it as Bug, Feature Request, or Billing.”)

   • Customize the prompt using variables such as {{request.title}} and {{request.all_messages}}.

3. Preview & Test

   • Run the prompt on real request data to verify output accuracy before enabling.

   • You can reset the prompt to its default version at any time by clicking the “Reset” button.

4. Save the Field

   • Upon saving, you’ll see a confirmation message suggesting you create an automation to trigger AI-based auto-fill.

5. Trigger with Automation

   • Use ClearFeed Automations to define when the AI field should be filled.

   • Example:

     • Trigger: When a request is created

     • Action: Auto-fill the “Issue Category” field using AI

     • Configure additional conditions and delays as needed in the Automation Builder.

Use Cases for Custom AI Fields

• Categorize Request Type Automatically classify requests as a Bug, Feature Request, or Billing issue, based on message content.

• Identify Urgency in Requests Update the urgency field based on words like “ASAP” or “immediately.”

• Generate a Request Summary Fill a text field with a short summary for quick triage or sync with tools like JIRA.

• Auto-Categorize by Product Area Identify if the issue is related to Billing, Reporting, or Integrations, and tag it accordingly.

• Detect Sentiment or Tone Create a field like “Sentiment” and use AI to populate values like Neutral, Frustrated, or Positive.

• Flag Escalation Risk Early Populate an “Escalation Risk” field based on signals like repeated follow-ups or dissatisfaction.

System-Defined AI Fields

ClearFeed also offers built-in AI Fields that require no configuration:

Auto-Category

Automatically classifies requests into one or more of the following categories:

1. Feature Requests: Requests for new product features or enhancements to existing features.

2. Bug: Issues where the user reports a malfunction or error in the product.

3. How to Question: General queries from users on how to use the product or specific features.

4. Problem Report: Requests for reporting issues with a product or service that might not be a bug.

5. Requests: General requests from users to enable a feature or get some service.

Auto-CSAT

Predicts the customer’s satisfaction with the interaction, updated dynamically as the conversation evolves into the following:

• Very Positive

• Positive

• Neutral

• Negative

• Very Negative

Auto-Emotion

Represents the overall sentiment detected in the conversation. The following values are added as a part of the sentiment analysis:

• Positive

• Neutral

• Negative

Filter by AI Fields

Use AI fields to filter and segment requests in the ClearFeed dashboard:

1. Go to Inbox

2. Click Add Filter

3. Choose any AI field (Auto-Category, Auto-CSAT, Custom Fields, etc.)

4. Select desired values and click Apply

How AI Fields Stay Updated?