Managed Bots

Managed Bots is a feature that combines the speed of AI with the expertise of your team's subject matter experts (SMEs), enabling real-time monitoring and internal support for sensitive or complex queries.

What are Managed Bots?

Managed Bots are dedicated bots that are overseen by subject matter experts, allowing for:

  • Instant AI-powered answers to user questions

  • Real-time notifications to SMEs when the bot is tagged

  • Expert oversight and intervention when needed

  • Private conversations for sensitive topics

Using bots in Slack channels with the Dashworks Slackbot is the way to go for most use cases that require a combination of Dashworks answers and expert oversight. Managed Bots on the web app can be useful in the following scenarios:

  • Questions from users may include sensitive or private info, such as HR-related questions about benefits, compensation, or policies

  • You want to reduce the notification overload for everyone in Slack channels

  • Your team doesn't use Slack

Here are some example use cases for managed bots:

  • HR Support: Bot Admins are the HR team, and knowledge sources are the existing HR knowledge base, such as a space in Confluence, drive in Google Drive, or teamspace in Notion.

  • IT Support: Bot Admins are the IT team, and knowledge sources are the IT knowledge base or historical tickets.

  • Product Support: Bot Admins are product managers or engineering leads, and knowledge sources are product wikis, support help center, Slack conversations, and project management tool.

  • Sales Enablement: Bot Admins are the sales enablement team or sales leaders, and knowledge sources are SFDC, Slack conversations, and enablement KB in Drive or HighSpot / Seismic.

Setting Up Managed Bots

  1. Go to the App Store and mark relevant app connections as "Bot Connections".

  2. Create a new bot from Bots page and specify it as a Managed Bot during setup.

  3. Designate the subject matter experts who will oversee the bot as Bot Admins.

How to Use Managed Bots

For End Users:

  • Tag the bot with your question in the input box using "@BotName"

  • Receive instant AI-powered answers

  • The SME will be instantly notified in real-time and provide additional context on the topic if necessary. You can also tag them in the topic using "@AdminName".

For Bot Admins:

  • Receive notifications when the bot is tagged

  • Monitor bot interactions in real-time

  • Step in to provide additional context or help when necessary

  • Resolve unanswered queries as needed

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