With the smart import KB snap-in, you do not have to manually create each article within DevRev. Simply provide the URL where your articles are currently hosted, and the snap-in will create them automatically. In addition to saving valuable time, this ensures that our Turing bot has the most comprehensive data to accurately answer customer questions.

## How it works

### Importing articles for the first time

* Go to the **Snap-ins** section in your DevRev workspace settings.
* Click on **Explore Marketplace**.
* Search **Smart Import KB**, and Click on **Install** next to the smart import KB snap-in.
* Click **Deploy snap-in**.
* In the **Discussions** tab of the smart import KB snap-in, enter `/sync <URL>`. Replace `<URL>` with the actual URL without brackets.
  
Articles are created and linked to the first created product in your app. Also, they are tagged with the URL domain.

### Updating your articles

* In the **Discussions** tab of the smart import KB snap-in, enter `/sync <URL>`. Replace `<URL>` with the actual URL without brackets.

This synchronizes the articles in the app with those available at the URL. The articles whose contents have changed are updated, and new articles that were not present earlier are created.

## Installation

For detailed installation and configuration instructions, refer to the [Smart import KB documentation](https://docs.devrev.ai/automations/smart-kb).


DevRev Marketplace

Smart Import KB

Supercharge your customer support on DevRev with the snap-in that automates article creation from URLs, saving time and providing a robust knowledge base for accurate answers to customer queries.


<img alt="image" src="https://user-images.githubusercontent.com/98844776/227121358-6a29ba46-d97a-4f46-84ce-53b6781b8135.png">

Using the slash commands you can access specific actions quickly and use DevRev's Turing AI to perform some out-of-the-box functions.

## How it works

In the Discussion section, enter '/' in the text field to see a list of commands that apply to the source item.


## Commands

**Remind**

Using the remind command, you can set a reminder for yourself or another user in the context of the source. You must specify a time and add messages to set the reminder.

For example:  
`/remind @user Please follow up on this. 1d`

**Rephrase**

The rephrase command helps you reply professionally when communicating with clients or colleagues.

For example:  
`/rephrase can't help now... ask again in 5d`

Sample response:

```
I apologize that I am unable to assist you at the moment, however please reach out to me again in five days and I will be happy to help you.
```

**Summarize**

Using the summarize command, you can sum up the entire conversation. It applies to the following:  
* Conversation
* Tickets
* Issues
* Part
* Workspace
* Rev user
* Account

Syntax:  
`/summarize`

Sample response:

Summary:

- Rahul from DummyOrg is having difficulty installing the Plug Widget.
- Rohan suggests checking the setup instructions.
- When this does not work, Rohan asks for more information on the error.
- Rahul shares a recording of the error.
- Rohan thanks the user, and they get on call to fix it.

**Clone**

Using the clone command, a copy of the selected issue or ticket is created. All attributes of the issue/ticket are copied, along with [CLONE] prefixed to the title. It also comments on:  
* Source issue/ticket. For example, 'ISS-0123 was cloned and ISS-0123 was created.'
* Cloned issue/ticket. For example, 'TKT was cloned from TKT-0123.'

## Installation

For detailed installation and configuration instructions, refer to the [Slash commands documentation](https://docs.devrev.ai/automations/slash-commands).



Slash Commands

Slash commands in DevRev powered by Turing AI for more productivity.



![image](https://github.com/shashankcube/image/blob/main/Auto%20Routing1.png?raw=true)

The auto routing snap-in enables you to assign a customer conversation directly to the mapped team member or team that can assist them with their queries using admin-defined keywords.

## **Features**

**Keyword-based conversation routing**

When admin-defined keywords are identified in a customer conversation, the snap-in automatically assigns the conversation to the mapped team member or team. Multiple keywords can be mapped to a team member or team.

**Default conversation owners**

When a conversation does not match any defined keywords, it automatically routes to the default owner. You can configure a default conversation owner. If you do not want a default conversation owner, you can delete the configured value.

## **Installation**

Install the auto routing snap-in and map keywords to the right team members. For example, using the keyword `payments`, you can route customer conversations to your team member john@maple.com. For detailed installation and configuration instructions, refer to the [Auto routing documentation](https://docs.devrev.ai/automations/auto-routing).


Auto routing

Route customer conversations to reach the right team member.


![image](https://github.com/shashankcube/image/blob/main/Auto%20Reply1.png?raw=true)

The automatic customer reply snap-in enables you to automatically reply to visitors in your PLuG widget. You can also send a custom button along with the automated message. You can collect the visitor's email address if it is not already in the system. Depending on the requirement, these functionalities can be enabled or disabled.

## **Features**

- **Set the business hours and days for your organization**

  Let your customers know when you are working by setting working hours and days.

- **Customize auto-reply messages**

  When your customer sends the first message to your PLuG inbox, you can decide what DevRev bot replies to them. You can also set different messages during working and non-working     hours.

- **Actionable replies**

  You can use the buttons in your auto-replies to prompt your users to take action, such as booking a demo, watching a video, or reading documentation. 

For example: 

![image](https://user-images.githubusercontent.com/922899/225835450-a049374b-b2cc-415e-a326-cb412e40a979.png)

## **Installation**

For detailed installation and configuration instructions, refer to the [automatic customer reply documentation](https://docs.devrev.ai/automations/auto-reply).


Automatic Customer Reply

Personalize your customer response and enable customers to book a demo or meeting with you using Calendly (or any other calender application) that pops up on button click.

The sentiment evaluator snap-in uses advanced sentiment analysis algorithms to evaluate the sentiment of every resolved conversation and classify it into one of the following categories:  
* Delighted
* Happy
* Neutral
* Unhappy
* Frustrated

Additionally, it provides a concise justification for its analysis, empowering customer experience engineers with actionable insights into customer sentiment.

>Note: The sentiment evaluator snap-in is only available for the dev users.

## How it works

Once a conversation is resolved, the sentiment evaluator snap-in analyzes the text, catching nuanced emotional cues, and categorizes the sentiment accordingly.

## Features

- **Immediate analysis**

    It provides fast and accurate sentiment analysis once a ticket is resolved.
 
- **Sentiment breakdown**

    It doesn't just classify sentiments, it also provides a clear justification for its analysis, helping you understand your customers better.
 
 - **Cross-platform compatibility**

     It can analyze customer interactions via email, PLuG, Slack, or any other medium.

- **High accuracy**

    It minimizes errors by only assigning sentiments when it has high confidence.

## Installation

For detailed installation and configuration instructions, refer to the [Sentiment evaluator documentation](https://docs.devrev.ai/automations/sentiment-evaluator).


Sentiment Evaluator

Evaluate the sentiment of every resolved conversation and provide a brief justification, classifying them into one of five categories: `frustrated`, `unhappy`, `neutral`, `happy` or `delighted`.

Using the bulk ticket uploader snap-in, you can upload multiple tickets from a CSV file to DevRev. It can be used when migrating tickets from another system to DevRev or creating tickets in bulk from a CSV file.


## How it works

In the **Discussion** tab of an account, ticket, or part, you can use the `upload_tickets` command to upload tickets from a CSV file to DevRev. The CSV file must contain the following columns:
```
Title,Description,Owners,Part,Tags
Front page not loading,"This is a sample ticket body with “” quotes",DEVU-1,PROD-1,frontend
APIs returning errors,"The user.get API is returning 500",DEVU-2,PROD-2,backend
```
The Part, Tags, Description, and Owners columns are optional.

> Note: If the CSV lists multiple owners, only the first is set as the owner in the DevRev ticket.

## Feature

In the **Discussion** tab of an account, ticket, or part, you can create bulk tickets for customers and automatically assign them to a workspace.

## Installation

For detailed installation and configuration instructions, refer to the [bulk ticket uploader documentation](https://docs.devrev.ai/automations/bulk-upload).


Bulk Ticket Uploader

Create tickets for a workspace using a command and a CSV file.

The CSAT on ticket snap-in enables you to measure customer satisfaction for ticket resolution. The collected feedback can be used to enhance customer experience.

## Features

- **Customized questions and response message**

  You can customize the survey question that appears when the survey scale is displayed to the customer during the snap-in installation. Likewise, the survey response message displayed to the          customer after they submit the survey can also be customized.

- **Simple survey response scale**

  A simple built-in five-point survey response scale encourages a higher response rate. Build a better understanding of customer satisfaction by using tickets with more responses. Although the scale   remains constant, the button text can be customized to suit your needs.

## Installation

For detailed installation and configuration instructions, refer to the [CSAT on ticket documentation](https://docs.devrev.ai/automations/csat-tickets).


CSAT on Ticket

The CSAT on Ticket snap-in offers a simplified approach to measure customer satisfaction level with ticket resolution. Valuable feedback from these surveys can be utilised to enhance the overall customer experience.

The CSAT on conversation snap-in simplifies customer satisfaction level measurement during interactions between customer experience engineers and customers. This feedback can be analyzed by customer experience engineers and managers to enhance the overall customer experience.

## Features

**Customized questions and response message**

You can customize the survey question that appears when the survey scale is displayed to the customer during the snap-in installation. Likewise, the survey response message displayed to the customer after they submit the survey can also be customized.

**Simple survey response scale**

A simple built-in five-point survey response scale encourages a higher response rate. Build a better understanding of customer satisfaction by using tickets with more responses. Although the scale remains constant, the button text can be customized to suit your needs.

# Installation

For detailed installation and configuration instructions, refer to the [CSAT on conversation documentation](https://docs.devrev.ai/automations/csat-conv).


CSAT on Conversation

The CSAT on Conversation snap-in offers a simplified approach to measure customer satisfaction level for the agent interaction. Valuable feedback from these surveys can be utilised by support agents and managers to enhance the overall customer experience.


<img src="https://devrev.ai/marketplace/api/item-artifact/don%3Acore%3Advrv-us-1%3Adevo%2F0%3Aartifact%2F7398" align="center"/> 

The Auto parts to conversation snap-in harnesses advanced natural language processing (NLP) capabilities to analyze customer conversations. Its primary objective is to automatically detect the specific parts mentioned in a conversation, offering valuable insights for improved customer support.

## How it works

- **Resolution assignment**: Upon conversation resolution, the snap-in automatically analyzes customer conversations and identifies the relevant parts being discussed. It subsequently allocates the relevant part to the conversation based on its analysis.

- **No part assignment when uncertain**: When the snap-in cannot definitively identify a part, it abstains from assigning any part to the conversation, prioritizing accuracy.

## Features

- **Automatic part assignment**: The snap-in eliminates the need for manual intervention by automatically assigning the relevant part to a conversation.

- **Channel compatibility**: It works across various communication channels, including email, PLuG, and Slack, providing consistent functionality and efficiency.

- **High accuracy**: The snap-in ensures high accuracy by assigning a part only when it has a high level of confidence, minimizing the possibility of errors.

## Installation

For detailed installation and configuration instructions, refer to the [Auto parts to conversation documentation](https://docs.devrev.ai/automations/auto-parts).


Assign Parts to Conversation

AI driven Part identification for your customer conversations.

The smart sprint snap-in enables you to manage and synchronize sprints and development tasks in agile software development through automation. As a result of this automation, issues are assigned to the appropriate sprints based on their stage and other factors. This results in reduced manual workload and enhanced overall efficiency.

## Features

**Sprint assignment based on stage change**:

- Issues moved to the _in progress_ stage are automatically moved to the active sprint.

- Issues moved to the _prioritized_ stage are automatically moved to the planned sprint.

- Issues moved to the _backlog_ stage are automatically moved to the backlog section.

**Sprint assignments based on parent-child relationships**:

- Incomplete child issues are automatically updated to the same sprint as their parents.


**Sprint assignments based on parts change**:

- If there is a change in the parts of an in progress issue, it is moved to the appropriate active sprint.

- If there is a change in the parts of an issue in the _prioritized_ stage, it is moved to the appropriate planned sprint.

## Installation

For detailed installation and configuration instructions, refer to the [smart sprint documentation](https://docs.devrev.ai/automations/smart-sprint).


Smart Sprint

Automations to manage and synchronize sprints and development tasks to reduce manual updates and improve efficiency.


![image](https://github.com/shashankcube/image/blob/main/devrev-converge.png?raw=true)

Supercharge cross-functional work with this set of default automations, propagating information across various entities at DevRev–including conversations, tickets, product enhancements, and development issues.

DevRev's shared system of record opens up doors for the machine to take over and intelligently ensure that heartbeats from various functions of your DevRev workspace travel across each other.

DevRev's system of record converges multiple functions in an organization–touching everything from customer conversations to support tickets to planned product enhancements and then developer issues. Because the system of record is shared, it paves the way for the machine to take on menial, repetitive work, especially around bringing together (or converging) these cross-functional entities (and thus the teams that work on them).

_Convergence with DevRev_ is a set of default automations that powers cross-functional information snap-in in your DevRev workspace, such that updates from product teams' issues and enhancements make their way to tickets in the customer-facing functions and vice versa with little human intervention. Let machines be the messenger of updates so they arrive before the next "Any progress on this?".

## Features

This automation is powerful and has a series of individual, configurable behaviors.

The power is in the defaults! With this pre-enabled snap-in come DevRev's proven defaults. You always have the option to adjust further.

**Automatic customer updates from tickets**

Propagate updates from tickets to related customer conversations so your customer is never in the dark.

- When a ticket is linked to a conversation, autonomously update the conversation and provide a follow-up reference to the customer.
- When a ticket is updated with relevant information, post a notification to the conversation.
- When a ticket is closed, post an autonomous update to any related PLuG conversations.

**Automatic updates between tickets to issues**

Leveraging the association between customer tickets and your product team's issues, this automation focuses on keeping issues aware of changes to tickets and vice-versa so the dev team is kept in the loop.

- When the severity of a ticket changes, autonomously update the issue priority and stage accordingly.
- When progress is made on an issue, update the status on dependent tickets.
- When underlying issues are resolved, advance tickets to the next stage.

**Autonomous issue management**

Parent issues, child issues, dependent issues, and blocked issues are every dev's nightmare. With this set of autonomous convergence behaviors, issues, and their hierarchy become manageable.

- Watch children issues and automatically update a parent issue when a dev starts working on it.
- As children issues make progress, send state updates to parent issues along with information on progress towards completion.
- When parent issues are closed, update child issues automatically.

**Automatic updates between Issues and Enhancements**

Synergizing Parts and work has been made easier by ensuring through automated reminders and suggested actions that your product enhancements and the work items or issues linked to them are always in sync.

- Remind the owners by automatically posting a comment to create and link issues to an enhancement that is ‘In Progress’ state without any linked issue.
- Remind the owners by automatically posting a comment to create and link issues to an enhancement that has been in the ‘Prioritised’ stage for a while.
- Remind the owners through an automatically suggested action to move an open enhancement to ‘In Progress’ when any issue linked to it is moved to the ‘In Progress’.
- Remind the owners by automatically posting a comment to move listed issues out of the triage stage for an enhancement.

**Automatic update between Tickets and Enhancement**

When your customer tickets are linked to an ongoing product enhancement, it is best to provide absolute clarity to the support team on what's happening on the product front through an automatic update system. 

- Automatically subscribe ticket owners to the enhancement that is attached to the ticket so that they stay informed.
- Automatically post comments on tickets whenever the stage is updated in the attached enhancement.

**Automatic resolution and archival of conversations**

When your authenticated customers do not respond to a conversation within a specific period of time set as the resolution timeout, the conversation is automatically marked as resolved. Even though the conversation is resolved, the customer still has the option to reopen it if necessary. However, if the customer does not reply within another specified period of time set as the archival timeout, the conversation is automatically archived and cannot be reopened. The customer can always initiate a new conversation for any follow-up needs.

Please note that these configuration settings only apply to authenticated users. For conversations with guests or visitors, if the customer doesn't respond within 3 days while the conversation is in the _Waiting on user_ stage, it is automatically resolved. After 7 days, it is archived automatically.

## Installation

For detailed installation and configuration instructions, refer to the [Convergence documentation](https://docs.devrev.ai/automations/converge).


Convergence

Real-time updates between customer conversations, support tickets, Product enhancements and developer issues.