Collection Settings

Collection settings allow you to configure and manage some important configurations to kickstart the ClearFeed request/ticketing flow for each channel.

To access collection settings, navigate to the Collections from the navigation bar → Select the Collection → Click on Settings, as shown below:

Collection settings are broken into the following parts:

1. Responder Settings

Under these settings, you can set up the responders in the triage channel.

Note that Responder Settings vary by Product Edition. Verify your edition in 'Product Editions' under account settings.

1. For ClearFeed External Helpdesk and External Ticketing Integration:

   • Choose support team members as Responders

     • You can configure Slack users from specific domains to be responders, or you can also add Slack users as additional responders if they are not from a common domain

   • Auto Assign - This feature, when toggled ON, automatically assigns the request to the first responder. When toggled OFF, the requests will have to be assigned manually. It is adv isable to keep the toggle ON

   • Responder messages in request channels will generate requests in the "Open" state, a setting advised primarily for testing. For external customer interactions, switch to the "Pending" state or disable request creation from responders.

   
2. For ClearFeed Internal Helpdesk:

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

   • Auto Assign - This feature, when toggled ON, automatically assigns the request to the first responder. When toggled OFF, the requests will have to be assigned manually. It is advisable to keep the toggle ON

   • If toggled ON, responder messages in request channels will generate requests in the "Open" state. It is advisable to keep the toggle ON

     
3. For Integrating Slack & Internal Ticketing System:

   • Configure Responders.

     • Responders are members of the support team

     • Responses from your support team on Slack are considered like responses from the ticketing system

   

2. Request Channel Settings

This setting allows you to manage all the channels that are part of a collection. You can add or remove a channel from a collection, and also change the channel owner.

In ClearFeed, a Channel Owner is a user that you define to manage that particular channel. This user has the right to move the channel from one collection to another and transfer ownership.

3. Emoji Configuration

The Emoji Configuration section allows you to configure Emojis for Assigning requests and updating the status of the requests. You can select the Emojis of your choice for updating the status or resolving/closing the request.

To use this feature, you need to ensure that the respective emoji is toggled on. The emoji-based request updates can be made on the customer slack channel as shown below:

Use the ⚙️ icon to access additional settings for each emoji action. Then, choose if performing the action via any other method (Triage, Slack app, or web app) will apply the respective emoji to the request message. For example, when this advanced setting is applied for Solved action, any request solved via the Triage channel ClearFeed will apply the chosen emoji to the request message.

4. Ticketing

This section can be used to enable ticketing, choosing the ticketing integration, setting rules for ticket creation, and mapping specific forms to the Collection.

To set up third-party ticketing - you would need to first set up an integration and enable ticketing. Read more here: Integrations

Once ticketing is configured, you can configure Forms and then map specific forms to the Collection. Learn more about forms here: ClearFeed Forms, and Zendesk Forms.

5. Triage Channel Configuration

You can change the triage channel associated with the Collection in this section and also get a read-only view of the tagging settings (which are available to configure on Settings -> Triage).

To change the triage channel association, click on the dropdown and select a channel that you want to be configured as a new triage channel for this collection.

6. Virtual Agent

You can enable the Virtual Agent to generate GPT-powered answers for requests and post responses directly in the request channels that are monitored under the Collection. Explore how to use Virtual Agent here - Virtual Agent in request channel

7. Customer Satisfaction Survey

In this section, you can enable CSAT surveys to help the customers rate the support on requests. Detailed information on CSAT and its settings can be viewed here - CSAT Survey

8. Business Schedule and SLA settings

• Define the Support hours and SLA policy specific to the collection.

• Choose the appropriate Business Schedule and SLA policies.

• To introduce a new business schedule, click Manage all Schedules

  • Learn more about how to configure and add Business Schedules here.

• To establish a new SLA policy, select Manage all Policies

  • Learn more about how to configure and add SLA Policies here.

Note: A default business schedule is pre-selected and cannot be removed. You can configure the default business schedule in the SLA Settings or configure and select a fresh one.

9. Additional Settings

This section has information about the time when the collection was created, an option to delete a collection from ClearFeed, and other advanced collection settings.

Additional settings in the Collection settings

Download Request Data

Requests data of a collection can be downloaded as a CSV from Additional Settings.

The downloaded data will contain the following information:

• Request ID

• Title

• Author

• Assignee

• Status

• Channel Name

• Last Message Time

• Request Creation Time

• Is Linked Ticket Present

• Linked Ticket Id

• First Response Time SLA Breach

• Time to first response (In Min) [Only present if SLA breached]

• Closure Time SLA Breach

• Closure Time (In Min) [Only present if SLA breached]

Note:

• The data will only contain ClearFeed requests (identified by ClearFeed as customer requests)

• Messages with a linked ticket will be present in the data, even if they have been marked as Not a Request

Advanced Collection level settings

⚠️ These settings should only be changed by power users and admins. Please reach out to ClearFeed support via Slack or [e-mail] if you need assistance with this

Click on + Configure new Setting to add settings. By default - the MESSAGE_CLASSIFICATION_CONFIG setting is available. This setting contains the parameters as shown below (all values are in minutes):

{
    "PREVIOUS_STORY_THREADED_INTERVAL": 60,
    "AUTHOR_NOT_IN_PREVIOUS_STORY_INTERVAL": 60,
    "NON_RESPONDER_INTERVAL": 1440,
    "NO_TEXT_MESSAGE_TIME_INTERVAL": 10,
    "CONSECUTIVE_MESSAGES_BY_SAME_AUTHOR_INTERVAL": 5,
    "RAPID_REPLY_INTERVAL": 5,
    "LONG_PERIOD_MESSAGE_INTERVAL": 4320
}

Understanding Aggressive vs Conservative Mode

Our request detection works in two modes. These modes determine how and which messages are classified as requests.

1. Aggressive (default) - This mode will treat most direct messages on a channel as the start of a new conversation. This is most useful when your users are replying in threads.

2. Conservative - Conservative mode will use Al to find the start of new conversations. This is useful when your users post replies as direct messages on the channel.

   • Note: To enable this mode, reach out to us over Slack or via [e-mail].

Below, you will find some rules that dictate how messages are classified into conversations under the above modes.

Parameters that affect the classification of monitored messages (all values are in minutes):

1. PREVIOUS_STORY_THREADED_INTERVAL - If the previous request has threaded messages and a new message is sent after the given interval of time then the new message is treated as a new request.

2. NON_RESPONDER_INTERVAL - A message sent by a non-responder after the given interval is always classified as a new request.

3. CONSECUTIVE_MESSAGES_BY_SAME_AUTHOR_INTERVAL - If a user sends multiple direct messages on a channel within the given time interval, these messages are clubbed into a single request.

4. RAPID_REPLY_INTERVAL (only in conservative mode) - If two direct messages on a channel are sent within the mentioned time interval, the new message is classified as a part of the previous message's request.

5. LONG_PERIOD_MESSAGE_INTERVAL (only in conservative mode) - If a new message is sent after the given time interval, then it is always classified as a new request.

Deleting a Collection

Note:

• You must remove all the channels inside a collection before you can delete it

• An empty collection can be deleted by using the Delete Collection button inside Additonal Settings