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AI technical support overview

Overview of AI Technical Support

Our AI technical support, known as Solo, acts as your dedicated product expert. It reads through your company's connected knowledge bases, codebases, and past conversations to answer technical and product-related questions. Whether you are troubleshooting an issue, exploring product functionality, or verifying how a specific feature currently works, Solo provides clear, concise answers based on the actual information available in your systems.

How to Ask Solo a Question

You can interact with Solo directly where you already work. Here are the places you can ask questions:

  • Chat UI: Go to the main Chat screen in the app. Type your question in the text box and click Ask Question. You can view past chats and start new ones.

  • Slack: Mention Solo in connected Slack channels to get instant answers.

  • Linear: Ask Solo by mentioning @asksolo in your Linear issue comments.

  • Front: Solo integrates with Front to help draft and provide technical support answers based on customer questions.

Solo's Sources of Information

To provide accurate answers, Solo searches through various connected platforms your company uses. Depending on your company's configuration, these sources can include:

  • Knowledge Bases & Documentation: Notion, Confluence, Document360, GitHub Docs, Featurebase

  • Customer Support & Ticketing: Zendesk, Intercom, Help Scout, Front, Pylon

  • Issue Tracking: Jira, Linear

  • Code & History: Connected codebases (GitHub, GitLab, Bitbucket) and recent code commit history

  • Communications & Web: Slack channel history and your company website or blog

If there is conflicting information, Solo is instructed to trust the codebase as the ultimate source of truth, or the most recent message if comparing other sources.

Configured Features

Solo offers several features to help you tailor the support experience:

  • Source Filtering: Before asking a question in the Chat UI, you can select or clear specific source types to focus the search (e.g., only search Notion and Zendesk).

  • Bad Response Feedback: If Solo provides an incorrect or unhelpful answer, you can click the Thumbs Down icon to flag it. Solo learns from this feedback to improve future responses.

  • Find Expert & Verify Answer: In certain integrations like Slack, buttons can be configured to help you escalate questions to a human expert or verify an AI-generated answer.

  • Style Guide Context: You can choose to apply your company's documentation style guide to format Solo's answers appropriately.

  • Succinct Mode: An option to force Solo to provide brief, concise answers without going into extensive detail.

  • Copy Responses: Easily copy Solo's answers to your clipboard, with specific formatting available if you need to paste it back into Slack.

Frequently Asked Questions

  • Why does it say Processing question...?
    Solo carefully analyzes your sources before responding. This process can take up to a minute (or sometimes two) depending on the complexity and amount of data being searched.

  • What happens if Solo doesn't know the answer?
    If the information is not explicitly mentioned in your connected sources, Solo will clearly state that it does not have the information rather than guessing or making things up.

  • Will Solo ask follow-up questions?
    Yes. If your question or the available information is not completely clear, Solo may ask you follow-up questions to clarify what you need.

  • Does Solo guess how to fix bugs?
    Solo can explain how features are supposed to work based on the data, but it is instructed not to guess how to fix a bug unless it is absolutely sure based on your documentation or codebase.

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