Haptik Platform has multiple tools like Conversation Studio, Smart Agent Chat, Intelligent Analytics, and Admin Tools. All of these tools have numerous features that help us create complex and sophisticated Conversational AI solutions like IVA.
But what if you get stuck somewhere or you want to know about a particular feature in more depth. To handle these, we have a Help Section in place to help you.
Where can you access Help?
You can access the Help Section from all tool pages, i.e. from Home Page, Conversation Studio, Smart Agent Chat, Intelligent Analytics, and Admin Tools on the left sidebar.
You can click on the icon highlighted in the below diagram to open.
The Help Section is powered by an IVA trained on 200+ plus FAQs about the platform and documentation links.
If the FAQ and documentation are not at par in resolving your query, you can also raise an issue on the IVA by following the ticketing journey.
Our support team looks at these tickets and resolves the query as soon as possible.
How to use the Help Section?
As stated above, along with the FAQs and documentation there is a ticketing journey to raise issues about the platform.
You can also submit requests for any new feature required on the platform.
1. Have an issue
When you have an issue and you want to raise an issue you will have to provide the following information -
Issue details: You can describe the issue you are currently facing on the platform
Screenshot: You can provide the screenshot of the issue you are currently facing
Severity of the issue: You can describe the severity/impact caused by the issue
There are 4 levels of severity:
Blocker: indicates the issue has caused severe impact on the functioning
Example - Chats not getting assigned to agents.
High: indicates that the issue has caused major impact on the functioning
Example - Bot is not getting transferred to production
Medium: - indicates the issue has cause a minor impact on the the functioning
Example - Business changes are not reflecting on the bot
Low: - indicates the issue exists but does not disrupt the functioning
Example - Wrong entity is getting detected
Bot link or Chat Link: You can provide the bot link or chat link related to the issue you are currently facing
Once you have provided the above details, you will receive a confirmation message about the ticket on the IVA. We will assign a priority to the issue depending on the severity.
2. Submit a feature request
You can choose this icon when you want to raise feature requests for the Platform. It will be taking you to our Roadmap page where you can see the in-progress, upcoming features. There is also a what's new section which lists down all recent updates in the platform.
If your request is not listed on the Roadmap, you can create a new one by clicking on the Submit Feedback button on the top right corner.
Note: You can also make requests to improve the Help Section on the IVA itself.