Using Snippets to Communicate Known Issues in Real Time

Snippets let you maintain a central, always-up-to-date collection of known issues. As long as a snippet exists, Quack automatically uses it in relevant conversations. When you update or remove it, Quack immediately updates its responses.

This ensures customers receive consistent, accurate information without extra work for your support team.

Why Use Snippets for Known Issues

Support teams often face:
• Surges in tickets during incidents
• Inconsistent messaging across agents or channels
• Outdated explanations once issues are resolved

Even when teams document issues internally, that information doesn’t always reach customers clearly or consistently. Snippets solve this by keeping all known issue messaging centralized and current.

How to Manage Known Issues with Snippets

Step 1: Create a Known Issues Collection

In Snippets:

  1. Create a new Collection called: Known Issues.

  2. Add a snippet for each active issue.

  3. Describe the issue clearly:
    • What’s happening
    • Who or what is impacted
    • Current status
    • Any existing workaround

Example snippet structure:
• Issue: Delayed payment confirmation emails
• Status: Identified
• Impact: Some users receive confirmations late
• Workaround: Orders continue to process normally

Step 2: Train Your AI Agent to Use Known Issues Automatically

In the Training Panel:

  1. Add an instruction such as:
    “When customers ask about technical problems, bugs, or unexpected behavior, reference the Known Issues snippets if relevant.”

  2. Save and apply the instruction.

This ensures your AI Agent proactively surfaces the correct known issue without relying on manual agent intervention.

Step 3: Update Snippets as the Issue Evolves

When the situation changes:

  1. Edit the snippet to update the status (Investigating, Identified, Monitoring, Resolved).

  2. Add or remove workarounds.

  3. Clarify the scope or impact if needed.

Quack automatically uses the latest version in every conversation.

Step 4: Let Quack Handle Customer Interactions

While the snippet exists:
• Quack references it in relevant tickets and chats.
• Messaging stays consistent across all channels.

What Happens When the Issue Is Resolved?

When the issue is fixed:

  1. Delete the snippet.

  2. Quack immediately stops referencing it, no retraining required.

Benefits of Using Snippets for Known Issues

Teams use Known Issue Snippets to:
• Reduce repetitive tickets during incidents
• Maintain consistent and accurate messaging
• Prevent outdated or incorrect responses
• Scale communication without increasing workload

💡 Pro Tip

Tag your Known Issue snippets with a clear prefix like “KI: [Issue Name]”. This makes them easier to find, update, and audit during active incidents.