Product demos
Building a Knowledge Base in DevRev: Step-by-Step Guide
Welcome to this tutorial on setting up Live Chat\!
Let’s begin by setting up your Knowledge Base. Having a well-organized knowledge
base helps customers and employees quickly find information and resolve queries
independently.
Start by heading over to Settings and navigating to the Knowledge Base
section in the left-hand menu. To create a new article, click on \+Article
at the top of the page.
You’ll need to provide a title and description for the article, assign
it to the appropriate part, and decide which collection to add it to.
Organizing your articles into collections makes it much easier to find them
later. You can also adjust the visibility, choose the status, and add
any relevant tags to help categorize your content.
Now, there are three ways to create an article:
1. Write a new article using the rich-text editor. Simply add the content
you’d like to share and then click Create.
2. You can also Link to an existing article hosted on a website. Just
provide the URL to the resource and click Create. This option will open
the link in a new browser tab, allowing your users to view the source
document directly.
3. Or, you can Upload a file, either as a PDF or MS Word document. If you
upload a PDF, it will open in a new browser tab. For Word documents, the file
will download, and users will need to open it in the MS Word application.
Once you’ve filled out all the necessary details, simply click Create, and
you’re all set\!
And that’s it\! You’ve successfully set up your Knowledge Base and imported
content into DevRev.
Activating AI in DevRev: Smarter, Faster Results with Search
Hi there, let’s talk about how you can set up Turing based on your
workflow.
To enable Turing Search, start by heading to the Settings menu in DevRev. In
the Turing Agent section, toggle the feature on. This activates Turing’s AI
search, allowing your users to receive accurate answers instantly.
Next, choose the mode that best suits your needs:
- Suggest-Only Mode: In suggest only mode turing will suggest answers for
your agents to review before responding.
- Content-Powered Mode: In content powered mode turing will generate
responses directly from your Knowledge Base, streamlining the process.
For even more customization, you can try the Goal-Oriented Mode (Beta),
which is designed to create workflows based on specific user actions.
Mastering Semantic Search in DevRev
Let’s explore how to use Turing’s Semantic Search to quickly find the
information you need.
To begin, simply press Cmd \+ K on Mac or Ctrl \+ K on Windows to open the
search panel.
From here, you can search for tickets, issues, articles, or even customer
accounts.
If you need more refined results, you can toggle between the standard and
expanded views for better visibility.
For even more precision, you can use localized searches within Vistas and apply
filters for specific results. Adding or removing filters makes finding exactly
what you need quick and easy.
Unlocking the Power of Turing: AI-Driven Search with DevRev
Let’s talk about how Turing AI can revolutionize your customer support
process.Turing is a feature that uses artificial intelligence to automate
responses and provide support to customers.
Turing AI automatically responds to customer inquiries by using your Knowledge
Base to provide accurate answers to common questions. To get started, go to the
PLuG widget and navigate to the Conversations tab. This is where your
customers will initiate their conversations with Turing.
When a customer reaches out, Turing will automatically respond with relevant
information from your Knowledge Base. If Turing cannot resolve the query,
customers can request to connect to a live agent. The conversation will then be
seamlessly escalated to a human agent within DevRev, and the agent can access it
through the Inbox tab in DevRev.
To track Turing’s performance, head over to the Explore tab and search for
Turing Analytics. Here, you’ll find valuable metrics, such as the number of
queries Turing successfully handled and its overall success rate. These insights
allow you to fine-tune your Knowledge Base and optimize your support workflow.
By leveraging Turing AI, you can streamline your support process, improve
response times, and provide a more efficient experience for your customers.
Optimizing in-app L3 & L4 Support with DevRev
Let’s explore how PLuG handles complex customer issues, including L3 and L4
support.
When users need assistance beyond basic questions, PLuG can automatically
escalate conversations to live agents. To test this, head to the Maple
website and start a conversation as a customer. If the AI is unable to resolve
the issue, simply ask it to create a ticket
All of these escalated queries and tickets can be found in the Inbox section
of the DevRev app, where an agent can take over the conversation and respond
to the customer’s needs.
So, whether it’s an L3 or L4 issue, PLuG can seamlessly escalate and help your
support team address complex problems efficiently.
Hi I’m shreya and i’m gonna show you how plug can handle complex customer
queries including l3 ad l4 support. So lets see what it looks like. Your
customers can start a conversation and turing will fetch relevant information
from the knowledge base and provide an answer to the query. If your customer is
not able to provide
Configure in-app support with DevRev
Let's see how we can configure PLuG for your organization. PLuG is an in-app
engagement center that facilitates communication and understanding between users
and customer-facing teams.
First, head to Platform Settings and scroll down to PLuG chat. Here,
you’ll be able to control where PLuG appears on your site—whether it’s on
specific pages or site-wide. To do this, you can easily add a rule using the
Contains option, and then provide the URL of the page where you’d like the
PLuG widget to be visible. You can add multiple rules as needed.
You can also customize the Call-to-Action (CTA) text. For instance, instead
of the default 'Send a Message,' you can change it to something more
personalized like 'Start a Conversation.'
Next, you can enable Session Recording. This feature captures the last 10–15
seconds of user activity before they reach out to you. It’s a great way to
capture context and better understand the user's journey before the conversation
starts\!
Then, let’s move on to styling PLuG. You can upload a launcher logo, choose
the alignment of the launcher, and adjust the spacing. You can also
upload your brand logo, customize the appearance, and change the color
to match your brand.
In addition, you can decide which tabs you want to make visible to your
customers, as well as customize the layout of PLuG and add cards for
extra functionality.
Once you're done, you can view PLuG in the Playground to test it out. To do
this, return to the Configuration Tab and scroll down to the PLuG
Playground. Here, you can see how PLuG will appear to customers and how they
can interact with it.
Finally, once you’ve made all your changes, simply click Save to apply them.
And that’s how easy it is to tailor PLuG to fit your brand and enhance
customer engagement\!
Boost user Engagement with in-app nudges with DevRev
Want to engage your users at the right moment? Let’s talk about Nudges in
PLuG\!
Nudges are a powerful way to deliver timely, contextual messages to your
customers, helping guide them through key actions or offering support.
To set up a nudge, go to Settings \> PLuG \> Nudges.
You’ll have two types of nudges to choose from:
- Spotlight: A focused, attention-grabbing message.
- Banner: A less intrusive, horizontal message that appears at the top or
bottom of the screen.
Once you've selected your nudge type, provide a title and description, upload a
cover image, and define the action. For example, you can set the nudge to
redirect users to a specific URL or even open the PLuG widget itself. You
can easily add the URL you want it to redirect to.
You can also set rules for when the nudge should appear. This could be based on
factors like the page URL (simply enter the URL of the page where you want the
nudge to be visible) or the amount of time the user spends on the site.
Additionally, you can control how often the nudge appears. Once you’re satisfied
with the settings, you can save your changes as a draft or publish them live.
By using Nudges, you can guide your customers and boost engagement in real
time\!
Integrating Slack with DevRev: Stay Connected
Hey there\! Let’s quickly set up Slack in DevRev.
First, head over to Settings \> Snap-ins. From the top right corner, go to
the Marketplace and search for the Slack snap-in. Install the snap-in. Once
done, click on Search for Connection and enter the connection name. You can
decide whether you want this connection to be public or continue with a private
connection.
You can also configure the snap-in based on your workflow by toggling on/off the
various options available. Additionally, you can provide the Slack channel
ID to send ticket notifications, conversation notifications, and incident
notifications. Once you’re done configuring, click Save.
And you're done\! Now you can manage tickets and receive notifications
directly in Slack.
Email Integration in DevRev: Streamline Communication
Hey there\! Let’s quickly set up email integration for seamless communication.
First, let’s install email integration from the DevRev marketplace. To do that,
head over to Settings \> Snap-ins. From the top right corner, go to the
Marketplace and search for the Email Integration. Install the snap-in. Once
done, open it and click on Configure.
In the Connection tab, add a new connection and select the relevant email
service. Set up your unique e-mail address. You can also configure the
integration based on your workflow. Additionally, you can add your personalized
email signature at the bottom as well.
Once you’re done configuring, click Save.
WhatsApp Integration with DevRev: Connect Instantly
Hey there\! Let’s quickly set up the WhatsApp Snap-in for seamless customer
communication.
First, let’s install WhatsApp from the DevRev marketplace. To do that, head over
to Settings \> Snap-ins. From the top right corner, go to the Marketplace
and search for the WhatsApp Integration. Install the snap-in. Once done,
click on Search for Connection and enter the connection name. You can decide
whether you want this connection to be public or continue with a private
connection.
After that, configure your business phone number in the 'Configuration'
tab to sync WhatsApp messages with your DevRev Inbox. Once you’re done
configuring, click Save.
To receive WhatsApp messages in your inbox, register the WhatsApp webhook by
entering /whatsapp in the 'Discussion' tab. That’s it\! You’re all
set to manage WhatsApp conversations efficiently in DevRev.
Managing conversations with DevRev’s unified inbox
Let’s see how you can set up your unified inbox in DevRev.
First, head over to the 'Explore' tab in your DevRev account. Then, simply
search for 'Inbox.'
To streamline things, use the filter to sort through conversations assigned to
you, those modified in the last 24 hours, by user type, and more. You can also
use the source filter to sort conversations based on sources like email, Slack,
PLuG, WhatsApp, and more. We can even customize this view by adding or removing
columns.
Conversations in the inbox are sorted into three categories:
- Primary: which contains conversations started by verified customers.
- Guest: which contains conversations started by users who are not verified as
customers.
- Spam: which contains conversations that appear to be malicious, fraudulent, or
otherwise invalid.
And that's it\! That's how you can manage all your notifications and messages in
one central place, keeping everything organized and easy to track.
Navigating Product Trails: A Complete Product Walkthrough within DevRev
Discover how your product evolves and connects effortlessly\! DevRev Trails
transforms your product hierarchy into an interactive visualization, showing how
every part fits together seamlessly.
To get started, head over to the Trails tab, where each product is displayed as
a set of capabilities powered by features, subfeatures, and the underlying
technical machinery like runnables or microservices.
Zoom into any feature to uncover its full potential\! Want to see your top
customers for a specific feature? With just one click, you'll get a ranked list
based on their usage. Plus, all customer interactions—whether feedback or
reported issues—are captured as tickets linked directly to this feature.
You can also explore articles, documents, top customers, and contributors while
monitoring development work, including sprints driving progress on this feature.
DevRev Trails puts the power to visualize, analyze, and manage your product’s
journey in your hands. Dive in and experience the connectivity firsthand\!
Understanding User Behavior with Session Analytics in DevRev
Let’s explore how Session Analytics can help you understand user behavior and
improve support\!s
To get started, head to the Explore tab and search for Web Sessions.
Here, you’ll find all recorded sessions. You can filter them by created
date, user, or customize your view by adding or removing filters to find
exactly what you need. Click on Sessions to begin reviewing user
interactions.
You can adjust the playback speed to your preference and expand the view for
enhanced clarity. On the right panel, you’ll notice two key tabs:
- Timeline Tab – Provides a high-level overview of the session.
- Details Tab – Displays in-depth information such as device type, session
duration, and contact details.
By examining these session recordings, you’ll gain insights into what users were
doing before reaching out for support. This helps you identify critical issues
like crashes, errors, or UI freezes, enabling you to enhance the user
experience.
And that’s how you can leverage Session Analytics to deliver more effective
and proactive support\!
Session Analytics: Identifying Dead & Rage Clicks
Want to dig into Session Insights? Let’s explore how\!
Head to the Explore tab and search for Web Sessions. Click on the session you
want to analyze. On the right panel, you’ll find valuable metrics such as:
- Dead Clicks: These occur when users click on something that isn’t interactive,
leading to confusion.
- Rage Clicks: These happen when users repeatedly click an unresponsive element
out of frustration.
- API Errors: These indicate issues during API service calls, which can cause
unexpected behavior or functionality problems in your application.
You’ll also find a Details Tab with essential information like device type,
contact details, and session specifics.
By leveraging these insights, you can quickly identify where users are
encountering technical issues, enabling you to optimize the user experience and
deliver better support.
Mastering Sprint Boards within DevRev
Staying on top of your plans and getting early signals on your team's focus is
crucial. In DevRev, the Sprint Board is a powerful tool to help you track
and manage sprints effectively.
To get started, head over to the Sprint Board. It’s divided into two tabs:
1. Active Sprint Boards: shows the sprints currently in progress, where your
team is actively working on assigned issues.
2. Planned Sprint Boards: display sprints that have been created and
scheduled but haven’t yet started.
Within the Sprint Board, you can view Sprint Insights to gain real-time
visibility into what your teams are actually working on, rather than just
tracking planned tasks.
You can also create a new sprint board by clicking on the \+ Sprint option,
filling in the necessary details, and hitting Create to get started. This
helps ensure you're always aligned with your team's priorities and progress\!
Incident Management in DevRev: PagerDuty Integration Explained
Looking to simplify how you handle incidents? Integrating PagerDuty with DevRev
takes your incident management to the next level. The PagerDuty Snap-in bridges
DevRev’s incident management with PagerDuty, enabling seamless synchronization
of incidents.
Setting it up is simple\!
Start by navigating to Settings \> Snap-ins in DevRev, and click Explore
Marketplace to locate and install the PagerDuty Snap-in. Once installed, open
the Snap-in, click Configure, add your connection, adjust the settings, and
finalize by clicking Save. Next, go to the Snap-in’s Discussions tab and
execute the /pagerduty register-webhook command to confirm registration—you’ll
receive a confirmation message once it’s successfully set up.
This integration enhances your incident management in DevRev, enabling
streamlined collaboration and real-time resolution of critical issues
On-Call Agent Setup on DevRev for Incident Management
Struggling to manage unplanned incidents while staying on top of planned work?
DevRev’s Incident Management Solution simplifies detecting and resolving
critical issues. With real-time notifications powered by an AI agent, you’re
instantly alerted to incidents—even on your mobile app—so you’re always in the
loop.
To get started, head to the Explore tab and search for Incidents. Inside an
incident, you might find extensive discussion threads that are hard to navigate.
That’s where DevRev’s On-Call Agent comes in. Simply ask it to “catch me up,”
and it will provide a concise summary of the timeline, impact, and status. Need
more context? Ask about similar past incidents, and the agent will fetch
relevant cases to give you actionable insights.
For a broader view, explore Incident Analytics to uncover trends in customer
requests, problems, and interactions. Search for Incident Analytics in the
Explore tab to access metrics related to tickets and conversations. This tool
helps identify patterns, preserve historical context, and ensure smarter
decision-making, even if original associations are lost. With these features,
DevRev empowers your team to handle incidents efficiently and deliver a seamless
customer experience.
