How to use the Virtual Agent on Slack

This section covers how the Virtual Agent works on Slack in the following sections:

1. Answer Generation in a request channel

2. Using the Virtual Agent when Automatic ticketing is enabled

Answer Generation in Request channel

Answer Generation by the Virtual Agent

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.

   

   Search Results

   • 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.

   

   Generated Answers and Search Results
4. The requester is notified when the reply is posted, as shown below:

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

Feedback question at the bottom of the answer

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

Requester clicked on Yes, mark as solved

Responder clicked on No

Some Important Notes

• 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.

• 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.

Using the Virtual Agent with Automatic Ticketing enabled

This section explores how the Virtual Agent can work together with ticketing on Slack. Note: This is applicable for both ClearFeed and external ticketing.

In all below cases, assume that Automatic ticketing is enabled for the corresponding collection.

Case 1: If answer is generated successfully

In this case, the final question at the footer will have a No,create a ticket button instead.

If the answer was helpful, users (requesters/responders) can click on the Yes, mark as solved button and solve the request.

Else, if users do not find answer helpful, they should click on the No, create a ticket button. This will collapse the answer and initiate the ticket creation process for the user.

Case 2: If answer is not generated by Virtual Agent

Ticket creation will be triggered automatically for a request if the virtual agent is unable to generate an answer.

Case 3: If answer is generated successfully, but user does not provide feedback for some time

If the Virtual Agent has posted an answer but no feedback is provided by a user for 1 hour, the ticket creation will be triggered automatically.

Note: The time window for triggering can be modified. To do so, please reach out to our dedicated support team at [e-mail].