Introduction

NextKS Assistant Guide

Accessing the Assistant

  • Once installed by your Slack admin, the NextKS Assistant is available to all workspace members.
  • Interact with the assistant directly via Slack Direct Messages (DM).

Core Features

  1. Asking Questions
    • The assistant responds to all queries in dedicated threads, keeping conversations organized.
    • If the assistant cannot answer your question:
      • Click the "Create a Question" button.
      • AI generates a pre-filled question title and body based on your conversation in the thread. You can edit this before sending.
  2. Assigning Question Tickets
    • Auto-assign: Automatically redirects your question to the most qualified person based on the system's knowledge of expertise.
    • Assign to Yourself: Keeps the ticket for your future reference, making it accessible to colleagues searching for similar information later.
    • Assign to a Person: Involves a specific colleague in answering your question.
  3. Managing Question Tickets
    • Once a question is created, the original message turns into a ticket with actionable buttons:
      • Follow Status: Track updates on the ticket.
      • View Question and Answer: Access the ticket's details.
      • Ask for Input: Forward the ticket to others for additional input.
      • Provide an Answer: Respond directly to the ticket.
    • Only the ticket creator can:
      • Accept an answer: Marks the question as resolved and stores the information in the system for future searches.
      • Discard the ticket: Removes the question and answer entirely from the system if it's no longer relevant.

Important Notes:

  • Information Storage:
    • Questions and answers become searchable by other users only if the ticket creator accepts the answer.
    • Accepted answers can still be replaced with better ones if re-accepted.
  • Conflicting Information:
    • If contradictory information exists in the system, the assistant will flag the conflicts and provide context (e.g., source and time of entry).
  • Group Chats and Mentions
    • When a ticket is assigned to someone else, the thread becomes a group chat for further discussion.
    • In group chats, the assistant stops responding by default but can still answer questions if mentioned using @NextKSAssistant.
  • Home Tab
    • View all your open questions and tickets in one place.

Tips for Effective Use

  • Ask clear, concise questions to get accurate answers.
  • Use specific, context-relevant keywords for better search results.
  • Provide feedback on answers to improve AI accuracy.

Admin Settings and Customization

  • Manage the assistant’s integration and settings via the NextKS Portal at /slack.
  • Monitor key analytics such as ticket resolution times, active topics, and usage patterns via the dashboards.