Bot Interactions

Bot Interactions enables you to tag the ClearFeed bot in a thread to generate answers and perform tasks on your behalf.

The bot uses existing knowledge sources and the conversation in the thread as context when generating responses. Learn more about how to index your knowledge sources here.

Example Use Case	Bot Mention Prompt
Help with answering follow up question	@ClearFeed how is (new question) supported?
Summarize feature requests	@ClearFeed can you summarize the feature request from this discussion, such that it can be shared with the engineering team?
Create a knowledge base article	@ClearFeed can you create a FAQ from this discussion, such that it can be added to our knowledge base?
Quick lookup of info	@ClearFeed can you share <User's> Calendar?

Using Bot Interactions

• On Request Channel: Simply tag @clearfeed with your question. The bot will respond in the same thread if it finds a relevant answer..

Bot interactions on request channel

• On Triage Channel: Use internal comments (comments preceded by 🔒 icon) to tag the ClearFeed bot (@clearfeed) and ask a question. The bot will reply as an internal comment within the same triage thread.

Acutal use-case of asking the bot in our triage channel

FAQs

1. Can responders use bot mentions to trigger request creation? Answer: Yes — if the “Request from Responders” setting is enabled in a Collection, responders can tag the ClearFeed bot to trigger the bot mention flow, just like requesters. If a request is created and the original message included a bot mention, the bot will respond in the thread after ticket creation.

2. Does Auto Ticketing still work when the bot is mentioned? Answer: Yes. If Auto Ticketing is enabled, the system still creates a ticket — even if the bot is mentioned in the original message. The bot mention does not interrupt or skip the flow.

3. What happens when Agent Assistant is enabled but no answer is found? Answer: If no answer is found, the bot responds with search results only (e.g., from connected knowledge sources).

4. Can references be hidden when the Agent responds? Answer: Yes. You can choose to hide the list of source references in Agent responses. If you'd like this enabled for your account, please contact us at [email protected].