Enhancing Your AI Support System with Custom Labels and Case Tracking

Managing internal and customer support efficiently requires the right tools and processes. QuestionBase's Support Mode feature brings powerful customization options and tracking capabilities to help teams deliver better support experiences for their teams and customers inside Slack. Let's explore how to set up and maximize these features for your team.

Setting Up Support Mode for Improved Team Communication

Getting started with Support Mode is straightforward and can significantly enhance your team's communication workflow. Here's how to enable this powerful feature:

1. Navigate to questionbase.ai/settings in your browser

2. Locate the Support Mode toggle switch

3. Switch the toggle to ON to activate Support Mode features

Once enabled, Support Mode unlocks additional capabilities that allow you to customize automated messages and establish escalation paths for questions that require human expertise.

Customizing Response Labels for Better User Experience

With Support Mode activated, you can personalize the automated responses your users receive. This customization helps maintain your brand voice and ensures clear communication when:

• The AI cannot find an answer to a question

• A user marks an answer as unhelpful

To customize your labels:

1. Click on "Edit Labels" in the settings panel

2. Customize your messages for both scenarios

3. Save your changes to implement the new labels immediately

4. Customize per channel. Client-facing or partner channels might require a different label, then employee support channels.
   
   
   

Implementing the Case Tracker System for Unanswered Questions

The Case Tracker is a built-in Slack integration that helps manage questions requiring human attention. This system ensures no query goes unanswered and maintains high support quality standards.

Key features of the Case Tracker include:

• Daily reminders of outstanding questions

• Configurable channel tracking

• Customizable notification timing

• Editor assignment capabilities

To set up the Case Tracker:

1. Designate team members as Editors

2. Select which Slack channels to monitor

3. Set your preferred reminder schedule

Maximizing Team Efficiency with QuestionBase's Support Features

By implementing these support features, your team can:

• Maintain consistent communication with users

• Ensure timely responses to all queries

• Track and manage support cases effectively

• Improve overall support quality

Take advantage of these powerful tools to create a more efficient and responsive support system. Start by enabling Support Mode today and customize your setup to match your team's unique needs and workflows.