Collections
Collections are the core way to organize and manage requests in ClearFeed.
A Collection defines:
How requests are grouped
Which rules apply to them, such as workflows, SLAs, assignments, automations, AI Agents, ticketing, and CSAT
How your support team processes requests from intake to resolution
Every request in ClearFeed belongs to exactly one Collection, and the Collection determines how that request is handled across its entire lifecycle.
Collection Models
How requests are grouped in your account depends on:
Your Product Edition (External, Internal, Integrations), and
Whether Customer Centric Inbox is enabled
ClearFeed supports two Collection models:
Customer Collections (Customer Centric Inbox)
Requests are grouped by customer
Each Collection represents a set of customers
All conversations, requests, and tickets for those customers are managed together
Requests can originate from any source (Slack, email, portal, web chat, API, etc.), but they are organized primarily by customer
This is the default model for new External edition accounts
Standard Collections (Source-based)
Requests are grouped by where they come from. Each Collection represents one source, such as:
Slack channels
Microsoft Teams channels
Support email addresses
API
Support Portal
Web Chat
ClearFeed App (DM / private requests)
All requests belonging to the same collection share the same configuration.
This model is used by:
Internal edition accounts
Integrations edition accounts
External edition accounts where Customer Centric Inbox is not enabled
How do I know which model my account uses?
You are using Customer-Centric Inbox if:
The left sidebar shows customers grouped under collections
There is a system collection called All Customers
Clicking a customer shows all their conversations and requests
You are using Standard Management if:
The left sidebar shows channels grouped under collections
Customers are optional metadata and not the primary navigation
If you are using External Product Edition and want to upgrade from Standard to Customer-Centric Inbox, contact [email protected].
What’s common across both models?
Regardless of the model your account uses:
Collections define how requests are handled using:
Workflows
SLAs and business hours
Assignments
Ticketing rules
Automations
AI Agents
CSAT
Collections are managed from the Inbox in the ClearFeed Web App
Every request always belongs to exactly one Collection
The exact settings available depend on:
Your Product Edition
The Collection model
The Collection type (where applicable)
Which guide should you read next?
If your account uses Customer Centric Inbox → Go to Customer Collections
If your account uses Source-based grouping → Go to Standard Collections
These pages explain, in detail:
How Collections work in your model
How to create and manage them
What “manage” and “delete” mean in your setup
And how settings, routing, and rules behave in practice
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