Keep Your Documentation Accurate with Action Items
Action items are your proactive assistants for maintaining high-quality documentation. They automatically flag articles that may need your attention, ensuring your content stays fresh, accurate, and helpful for your customers.
What is the Purpose of an Action Item?
The main goal of an action item is to prevent your documentation from becoming out-of-date. Instead of manually checking every article after a product update or a customer conversation, action items bring potential issues directly to you. They identify specific documentation that needs review and often provide a suggested update, saving you time and effort.
When Are Action Items Created?
Action items are created automatically by the system in two key situations. This means you don't have to create them yourself; they appear when the system detects a need.
When Code Changes: The system monitors for changes in the product's underlying code. If a change is detected that relates to a specific feature described in your documentation, an action item is automatically generated. This helps ensure your technical documentation always reflects how the product currently works.
From Customer Conversations: The system can analyze conversations from your customer support platform. If a customer's question reveals that an article is confusing, incorrect, or missing information, an action item is created. This provides direct insight into how you can improve your documentation based on real customer feedback.
What Can You Do with an Action Item?
On the "Action Items" page, you'll find a list of all documentation that needs your review. You can filter this list by the source of the documentation, such as Notion or Intercom.
When you select an article to review, you will see one of two types of action items:
1. Outdated Doc Action Items
These are typically created when the underlying code has changed. You will see a side-by-side comparison showing the out-of-date text and the suggested new text.
Accept: If you agree with the suggested change, click Accept. The system will automatically update the live documentation with the new text.
Edit: If the suggestion is close but needs a few tweaks, you can edit the new text directly within the action item. Once you're happy with your changes, you can accept it.
Reject: If the suggestion is incorrect or not needed, click Reject. This will close the action item without making any changes.
View or Edit in Source: You can also open the article directly in its original platform (e.g., Notion, Intercom) by using the View Current Documentation or Edit Documentation buttons.
2. Customer Conversation Action Items
These are created based on insights from customer interactions. You will see a summary of the customer's question and the answer that was provided.
Mark as updated: If you have reviewed the conversation and manually updated the relevant documentation, click this button. This tells the system that you have addressed the issue.
Reject: If you determine that no documentation update is necessary based on the conversation, click Reject.
View Full Conversation: For more context, you can click the link to view the entire customer conversation in its original platform.