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merged 2 commits into from
Oct 3, 2025
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(ask fern) Add indexing example to slack instructions; small formatting updates #1085

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bed2399
add indexing example, take out some accordions
devalog Oct 2, 2025
ef740fa
wording updates
devalog Oct 2, 2025
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59 changes: 45 additions & 14 deletions fern/products/ask-fern/pages/features/slack-app.mdx
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Original file line number Diff line number Diff line change
Expand Up @@ -11,8 +11,7 @@ Fern stores all questions and answers from Slack interactions for [analytics pur

Install the Ask Fern app and add the bot to customer channels.

<AccordionGroup>
<Accordion title="Install for your organization">
### Install for your organization

To install Ask Fern in your organization's Slack workspace, you must be a Slack admin. Follow these steps:

Expand All @@ -23,8 +22,7 @@ To install Ask Fern in your organization's Slack workspace, you must be a Slack
<img src="/products/ask-fern/pages/assets/allow-slack.png" alt="Allow Ask Fern for Slack workspace" />
</Frame>

</Accordion>
<Accordion title="Enable for customer workspaces">
### Enable for customer workspaces

To give customers access to the Ask Fern bot in their own Slack workspaces:

Expand All @@ -41,15 +39,12 @@ To give customers access to the Ask Fern bot in their own Slack workspaces:
1. Once the customer has installed the Ask Fern app, you must add the bot to your customer Slack channel to give it access.

Once added, customers will see that `@Ask Fern was added to the channel`. They can start asking questions immediately.
</Accordion>
</AccordionGroup>

## Configuration

Customize the bot's behavior to match your workflow needs.

<AccordionGroup>
<Accordion title="Bot settings per channel">
### Bot settings per channel

Use the `/configure` slash command in any channel to adjust the settings:

Expand All @@ -64,8 +59,7 @@ Use the `/configure` slash command in any channel to adjust the settings:
<img src="/products//ask-fern/pages/assets/respond-all-slack.png" alt="Respond all setting in Slack" />
</Frame>

</Accordion>
<Accordion title="Customize the bot name">
### Customize the bot name

You can rename the bot to match your brand (example: "YourCompanyName Support"):

Expand All @@ -80,8 +74,8 @@ You can rename the bot to match your brand (example: "YourCompanyName Support"):
</Frame>

Now customers will see `@YourCompanyName Support was added to the channel` instead of the default `@Ask Fern` name.
</Accordion>
<Accordion title="Improve responses with indexing">

### Collaborative FAQ generation

You can improve the Slack bot's knowledge base by teaching it from real customer interactions. When the bot provides answers in Slack, you can refine those responses and save them for future reference.

Expand All @@ -96,15 +90,52 @@ How it works:

Once indexed, Ask Fern will use this curated question-answer pair to inform future responses to similar questions, giving more accurate answers over time.


<Accordion title="Indexing conversation example">

**User –** *@PlantSupport* what's the best way to care for succulents
indoors?

**Plant Support bot –** Succulents need bright, indirect light and should be watered every 2-3 weeks. Make sure the soil dries out completely between waterings.

**Support Lead –** *@PlantSupport* This is good but you should mention drainage holes and the
risk of root rot. Also, watering frequency depends on the season - less in
winter. Let's index this thread.

**Plant Support bot:** I'd be happy to help you index this thread! Let me work
with you to create a clear Q&A pair for your knowledge base. Based on the
conversation, the main question is about caring for indoor succulents. Let me
draft an improved Q&A pair:

Question: "What's the best way to care for succulents indoors?"

Ideal Response:

Succulents thrive indoors with the following care:*

- Light: Provide bright, indirect sunlight (6+ hours daily near a south or east-facing window)
- Watering: Water thoroughly every 2-3 weeks during spring and summer,
reducing to once a month in winter. Always wait until the soil is
completely dry between waterings
- Drainage: Use pots with drainage holes and well-draining soil
(cactus/succulent mix) to prevent root rot
- Warning: Overwatering is the most common cause of succulent death. Root rot
develops quickly in waterlogged soil

Does this capture the question and response accurately? Would you like me to adjust anything before saving it to your knowledge base?

**Support Lead:** *@PlantSupport* Perfect! Please save this.

**Plant Support bot –** Successfully indexed! This Q&A pair has been added to your knowledge base and will be used to inform future responses about indoor succulent care.

</Accordion>
</AccordionGroup>


## Architecture

When a user asks Ask Fern a question in Slack, a webhook triggers Fern's servers to search your documentation database and retrieve relevant context. Using that context, Ask Fern generates a response.

<Accordion title="Diagram">

```mermaid
sequenceDiagram
autonumber
Expand Down