Hello Mukesh Sriram,

Looks like the ask has been intepreted in a very different way, which otherwise should have been seen as a low hanging fruit.

Please find our use case below:

In our organization, customer feedback & touchpoints are shared across company-wide Slack channels so that all relevant teams such PMs, sales engineers, support & management, can stay informed, identify product gaps & improve the customer experience. The AI conversations customers have using Doc360, is an excellent source to understand what customers need. Please try to understand that the documentation team is not the only beneficiary, but multiple other teams across the company can benefit from the visibility into these conversations.

Today, AI conversation data in Doc360 is only visible to writers who have access to the Doc360 portal, it never reaches the broader team who are actively working with these customers. We have 100s of customers & it doesn't make sense to purchase a seat for each customer facing team member who has no role in reviewing or contributing to docs, but may require a seat just so they can view these AI conversations.

How should it work?

As a solution to this, we want these AI conversations available under Analytics > Eddy AI Search to be forwarded to a Slack channel in real time, the same way we can enable notifications to Slack channel using Doc360's Notification Mapping feature. Many third-party tools that capture customer feedback, already offer this kind of real-time OOTB integration. Happy to share examples.

The data passed to Slack should include the essential conversation details, similar to what is already available in the CSV export for these AI conversations.

I repeat, the request is not to make the AI conversation dashboard public & expose any customer data, but to allow organizations like us (& several others who upvoted for this FR) to view these conversations in the company authorized Slack channel.

Why this is a low hanging fruit?

This does not require any major re-engineering, all that is needed is an option to include AI conversations within Document360's existing Notifications Mapping tab.

If that is not possible, please expose an API that we can use to do the same.

Given the information shared above, we were disappointed to see this FR moved to backlog. We would appreciate it if the status of this FR could be reconsidered & moved to Planned.

Thanks.

Mukesh Sriram This was moved to backlog which is disappointing as it's a showstopper for us.

The ask is to not make the AI conversations dashboard public, but to be able to pass on these chats in real time to company authorized Slack channel.

Hi Nivedha, this cannot be done as these are sensitive and confidential data stored especially analytics and feedbacks. What's the use case here? Concrete Swordfish

Raised on behalf of Concrete Swordfish