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.

Responder Messages in Request Channels

When 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. It is recommended to keep this setting enabled.