Collections
Collections form the core of ClearFeed functionality, acting as way to group channels and apply configurations.
Last updated
Collections form the core of ClearFeed functionality, acting as way to group channels and apply configurations.
Last updated
Collections are a group of Slack Channels on which similar request management and ticketing settings will apply.
These settings include a set of responders, triage channels, workflows (eg. alerts on requests and no responses), ticketing settings, and many more.
Note that any collections you create will belong to the same product edition chosen during account setup. To verify your current product edition, navigate to product editions in the account settings.
Note that Creating a Collection varies by Product Edition. Select your product edition from the options below to learn how to create a corresponding collection:
This section has information about the Collection's creation date and time, an option to delete a collection from ClearFeed, and other advanced collection settings.
Requests data of a collection can be downloaded as a CSV from Additional Settings
.
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
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):
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 for the interval specified here. The default is 5 mins.
TREAT_EVERY_PARENT_MESSAGE_AS_NEW_CONVERSATION - This setting turns every new message on a Slack channel into a request - disabling the entire message classification flow.
Set to true only if you want to turn each message on a channel into a new ticket.
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
These settings should only be changed by power users and admins. Please reach out to ClearFeed support via Slack or support@clearfeed.ai if you need assistance with this.