Virtual Agent & Agent Assistant

This guide explores how you can utilise this feature to its maximum capability

• Virtual Agent directly responds in the request channel where answers are visible to both requestors and responders.

• Agent Assistant only responds on the triage channel where responders can see the answers.

Activating the Virtual Agent / Agent Assistant

1. Make sure your relevant Knowledge Sources are added and indexed in the ClearFeed web app.

2. Navigate to Collections Settings for the desired Collection, and scroll to the Answers section to enable it.

3. In Answers select either the Virtual Agent or the Agent Assistant based on your needs.

   • Note that you cannot enable both for a single collection.

4. Response Mode: Choose between AI-generated answers, Search Results, or Both.

   • You can also set the number of search results to display when the Agent responds.

5. Link this Collection with the required Knowledge Sources by choosing the appropriate tags.

   • At least one Knowledge Source must be associated with generating answers.

6. Trigger mode (Only available for Virtual Agent):

   1. Manual: Respond with a generated answer only when an emoji (🔍) is applied to the thread. (Note: Manual mode does not work with automatic ticketing).

   2. Automatic: Generate an answer for all requests on a thread.

7. Finalize and save your settings to activate Answers across all request channels in this Collection.

Enabling Virtual Agent / Agent Assistant for a Collection

Using the Virtual Agent on Slack

Generating Answers for ClearFeed Requests

Answer generation for requests

1. A request received on the channel prompts the Virtual Agent to search indexed Knowledge Sources for relevant information.

2. Virtual Agent responds to the request. Based on the Virtual Agent Response setting, the bot will share the Generated Answer, Search Results, or both.

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

   • 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.

Using Virtual Agent with Ticketing

Note: Interaction with the Virtual Agent is different when ticketing is set to automatic and manual respectively. This is applicable for both ClearFeed and External Ticketing.

Answer Generation for Tickets

Using Virtual Agent with Automatic Ticketing enabled

1. A message on Slack the channel prompts the Virtual Agent to search indexed Knowledge Sources for relevant information.

2. Virtual Agent responds to the request. Based on the Virtual Agent Response setting, the bot will share the Generated Answer, Search Results, or both.

3. If the Answer is generated successfully:

   • Users can give feedback using Yes, mark as solved & No,create a ticket button.

   • Yes, mark as solved button solves the request.

   • No, create a ticket button will collapse the answer and initiate the ticket creation process for the user.

4. If the Virtual Agent does not generate an answer:

   • Ticket creation will be triggered automatically for the request.

5. If the Answer is generated successfully, but the user does not provide feedback:

   • Ticket creation will be triggered automatically if no feedback is provided by a user for 1 hour.

Using Virtual Agent with Manual Ticketing enabled

1. The Virtual Agent is triggered immediately upon receiving a message on the request channel.

2. Regardless of whether the user clicks "Yes, mark as Solved" or "No" in the feedback, a ticket will be created when the user reacts with the designated emoji for manual ticketing.

Using the Agent Assistant on the Triage channel

Answer generation on the triage channel

1. Upon receiving a triage channel request, the Agent Assistant:

   1. Searches indexed sources for snippets.

   2. Uses GPT for answers from relevant snippets.

   3. Posts the generated answer as an internal comment on the request's triage thread.

2. If the agent approves the answer, they can share it as the response to the request.

3. If the Agent Assistant is unable to find a relevant answer to the request, it will post a message indicating No relevant answers were found.

4. Accessing Search Results:

   • If the provided answer isn't helpful, click "See more results" to open a modal with all other search results from ClearFeed. Use the results to draft responses or share the URL with requesters.

   • Generating Answers: If a search result is relevant, click 'Generate Answer' to create a GPT response. If satisfied, share it.

5. Using The Answers Button:

   • You can manually trigger the Agent Assistant and search for answers using the Answers button.

FAQs

1. How can I modify the time window for triggering ticket creation if no feedback is provided?

Answer: If the answer is generated successfully but no feedback is provided by a user within 1 hour, ticket creation is triggered automatically. If you need to modify this 1-hour time window, please reach out to our dedicated support team at [e-mail] for assistance.

2. What happens if a request is solved, converted into a ticket, or marked as "Not a request" before the answer is generated?

Answer: If the request is solved, converted into a ticket, or marked as "Not a request" before the answer is generated, the Virtual Agent will not post the answer at all.

3. What happens to feedback buttons if a request status changes after an answer is generated?

Answer: If the request is solved, converted into a ticket, or marked as "Not a request" after the answer is generated, the feedback buttons will be removed from the generated answer.