Answer questions in your channels
Put Dexbi in your community channels with Smart reply, so it helps without talking over people.
In a busy channel you don't want a bot answering every "lol". Smart reply lets Dexbi pick out the messages where someone needs help and leave the rest alone.
When you're done, Dexbi answers questions in your help channels and forums, ignores normal chat, and steps back when your team is already helping.
Deploy the public agent
Open Deploy. Next to Public agent, click New.
Under Where it runs, check the channels, forums or categories where Dexbi should help. Checking a category covers every channel inside it. Click Create.
Keep Smart reply on
Open the deployment. When it replies is set to Smart reply. Leave it there.
Smart reply answers members who need help. It ignores chatter, messages aimed at someone else, and anything your team is already handling. Anyone can still get an answer by asking it directly: pinging it, replying to it, or using its name.
Pick how eager it is
How eager to help has three settings:
- Loose: jumps in whenever someone might need help. More replies, the odd miss.
- Balanced: helps anyone who clearly needs it and stays out of chatter. Start here.
- Strict: waits until it's clearly being asked.
Decide what happens when it has no answer
When it can't answer:
- Says so: tells the member it doesn't have that.
- Stays quiet: says nothing. Good for busy channels where a "sorry, I don't know" is just noise.
Check it works
From an account that isn't staff, post a real question in the channel, one your documents answer. Dexbi replies to your message.
Then post something that isn't a question, like "anyone playing tonight?". Dexbi should stay quiet.
Finally, ask it something directly with a ping. A ping gets an answer unless an Access rule stops it.
Good to know
- When a teammate replies to a member, Dexbi steps back from that member. It doesn't jump into the conversation your team is having.
- If someone tells Dexbi to stop, it leaves them alone for 10 minutes.
- Very busy channels (more than 30 messages a minute for Dexbi to look at) switch to direct questions only until things calm down.
- Want it to answer everything no matter what? Pick Reply all. It will reply to every message in those channels.
- Dexbi doesn't answer members with a Staff Role unless they ping it. See Access.