Responders

Responders are members of your organization who act as support agents or team members responsible for handling incoming requests.

Responder Identification

For Customer Support

Define responders by specifying an email domain (e.g., @clearfeed.ai). All Slack users with that domain are automatically considered responders. You can also manually add Slack users from other domains as additional responders.

For Supporting Employees using ClearFeed

All users with the Agent role are considered responders by default. You can assign the Agent role to additional team members in the Users section.

For Supporting Employees using External Integrations

You can directly search and add Slack users as responders.

Controlling which messages create Requests

When a new ClearFeed account is created - most messages in request channels create requests (regardless of whether agents/responders post a message). While Announcements do not create requests, but replies to announcements by customers also create requests. Some messages maybe filtered based on their content and do not create requests. (See also: How to suppress request creation)

Request creation can be suppressed based on the role of the user and these controls are provided in the Responder Settings:

• When Create requests from Responder messages in request channels is toggled ON, any message from a responder in a request channel automatically creates a new request in the Open state.

  For teams using ClearFeed for Customer Support, we recommend keeping this setting disabled (OFF) so that internal responder messages (e.g., from your own domain such as @yourcompany.com) do not automatically create requests. Turn it ON only if you explicitly want responder messages in customer/request channels to become requests by default.

  For teams using ClearFeed for Internal Helpdesks, we recommend keeping this setting to enabled (ON) since agents may also want to file requests from request channels.

• If the previous option (Create requests from Responder messages in request channels) is turned off - replies by customers (ie. non-responders) to threads initiated by Responders still creates a requests. Users can suppress such requests by turning OFF the second toggle (Create requests from replies on responder threads). If this is turned off - threads initiated by Responders never create requests, even when customers reply to them.

  We recommend keeping this setting to enabled (ON)

• Note that where messages are not converted into requests - either because of the settings above, or because they were old messages prior to ClearFeed being installed in the channel - they can be converted into requests manually by applying a :pushpin: emoji.