GPT-Powered Answers

Onboarding guide to use Clearfeed GPT-Powered Answers

Before starting, ensure that you have integrated your Slack Workspace with ClearFeed and check that your product edition is set to "Internal HelpDesk" in 'Plans & Billing' section located within the Account Settings.

Once done, you can create your first collection - a group of Slack channels that have similar helpdesk settings

Note: GPT-Powered Answers are available only for Professional and Enterprise accounts. You can also access this feature during the free trial.

Create Collection

1. Navigate to Collections from the side navigation bar.

2. Click on the Add new Collection button on the bottom-left of the page.

3. Choose support team members as Responders

   • By default, all users that are agents will be considered as Responders

   • Go to user section to add your support team members as users and make them Agents

   • Only Agents can reply to the tickets from the triage channel and Clearfeed web application and can be assigned tickets

   • Non-Agents can still view tickets and make private comments on tickets

4. Add Request channels on which you plan to provide support to your users

   • All public Slack channels can be added from the web app

   • Private Slack channels can be added by typing /invite @Clearfeed on the Slack channels. They can only be added after a Collection is created

5. Add a Triage channel for the support team to work from on Slack

   • You can select Create new channel or Select existing option

   • Your support team can also work directly from Request channels, in which case you can opt in Proceed without triage

6. Under Ticketing, select ClearFeed ticketing and choose the trigger mode for ticket creation

   • Trigger mode for the ticket can be an emoji (eg. 🎟️) applied to the thread or tickets can be auto-created on every new message on the request channel

7. You can edit an existing workflow to send a notification to the corresponding triage channel if there is no response to a request for 60 mins

Create a Clearfeed Collection

Add Knowledge Source

1. In the ClearFeed dashboard, go to the 'Answers' section in the left navigation bar and click on the 'Add Knowledge Source' button.

2. You can add Knowledge Sources from the following options

   • Public
   • Private

     • Confluence
     • Zendesk
     • Freshdesk
     • Notion
     • Slack channels
     • Coda
     • Google Drive (Docs, PDFs, Sheets, etc...)
     • Other Supported Knowledge Sources
3. The Knowledge Source will either start indexing immediately (reflected by an Indexing status) or will be picked soon (reflected with an Initiated status). Get more details on Managing Knowledge Sources here.

Add your Knowledge Source in GPT-Powered Answers

Testing Answers

Confirm that all necessary Knowledge Sources are added and their current status is Indexed. You cannot test a Knowledge Source having any other status.

1. Navigate to Answers from the navigation bar and click on the Test tab to enter the testing environment.
2. Use the dropdown menu on the right to select the appropriate tags for the Knowledge Sources you want to test.

3. Enter your question into the text box and click the "Run" button to begin the test.

4. The generated answer and the search results (snippets) will be displayed in a text box below your question.

Assess the accuracy and relevance of GPT-Powered Answers

Collection Settings

1. After adding the knowledge sources, go to the Collection Settings of the desired collection to enable 'Answers.'

2. Once the 'Answers' toggle is enabled, select from the following options: -

   • Virtual Agent - Virtual Agent responses are visible to the requester as well as responders.
   • Agent Assistant - Agent Assistant responses are visible only to responders.
3. Select and add the appropriate Knowledge Source from the dropdown menu.

4. After saving the configuration, you are all set to use GPT Powered Answers.

Enable 'Answers' in the Collection Settings

Try on Slack Channel

1. A request is received on the request channel.

2. This triggers the Virtual Agent, which starts searching within your indexed Knowledge Sources for snippets containing information pertaining to the request.

3. On finding the snippets, the Virtual Agent responds to the request. If the answering mode configured for this request channel's Collection is:

   • Search Results: The Virtual Agent simply posts these snippets (as Search Results) in a threaded reply to the request.

   • Generated Answers and Search Results: The Virtual Agent uses GPT to generate an answer using the most relevant snippet. Then, it posts this Generated Answer, along with the snippets (as Search Results) in a threaded reply to the request.

4. A feedback question is present at the footer of the posted answer.

5. If the answer is helpful, users (requesters/responders) can click on the Yes, mark as solved button and solve the request. Else, if users do not find the answer helpful, they should click on the No button. This marks the answer as not helpful and keeps the request open.

6. Get more details on the working of GPT Powered Answers in the Slack Channel here.

GPT Powered Answers in the Slack Channel