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What this does

Alpha can show answers as charts and tables right in the chat. It can also save a live dashboard that refreshes on its own. Inside the chat, Alpha uses cards to collect details from you: forms to fill in, questions to answer, and messages you can edit before they go out. This article covers both, because dashboards are built from the same charts and tables you see in the chat.

Before you start

  • Alpha must be turned on for your company. Any role can use dashboards and cards.
  • Only the creator or an admin can archive a dashboard or change how often it refreshes.
  • Automatic refresh only runs while Run scheduled reports and dashboards is on (admins: Alpha > Settings > Reports).

Charts and tables in the chat

Ask a question like “Show open tickets by client this month as a chart”. Alpha replies with a bar, stacked bar, line, area or pie chart, or a table.
  1. Click Show as table to see the numbers behind a chart. Click Show as chart to switch back.
  2. For long tables, click Show all N. Until then you’ll see “Showing the first N rows”.
  3. Click Download CSV to save the data as a spreadsheet file.

Create a dashboard

  1. Click Ask Alpha and ask for a dashboard, for example “Build a dashboard of open tickets by priority and by technician”.
  2. Or open a saved report and click Turn into a dashboard. You’ll see “Dashboard created.”
  3. Go to AI Service Desk > Reports.
  4. Click the Dashboards tab.
  5. Click the dashboard’s title to open it.

Refresh a dashboard

  1. Open the dashboard.
  2. Click Refresh now to update it straight away. You’ll see Updating…, then the new Updated … time.
  3. To refresh it automatically, open the Refresh list.
  4. Choose Every 15 minutes, Every 30 minutes, Every hour, Every 4 hours or Every day.
  5. You’ll see “This dashboard now refreshes …”.
If a dashboard’s automatic refresh has stopped, click Resume refreshing. You’ll see “Automatic refresh resumed.” If you choose no interval, it shows Not refreshed automatically.

Share or archive a dashboard

  • Click Deliveries to send it out through Workflows, the same way as a report. See “Reports”.
  • Click Archive to remove it from the list. Archived items are deleted after 30 days.

Cards in the chat

Form cards

When Alpha needs several details, for example to create a ticket, it shows a form. It says “Alpha filled in what it knew. Check each step.”
  1. Check each field. Changed fields are marked Changed, empty ones Not set.
  2. Click Edit to change a value.
  3. Use Next and Back to move between steps (Step X of Y).
  4. Click Review to check everything.
  5. Click Submit (some forms name this button after the action) to finish. Click Cancel to stop.

Question cards

When Alpha needs an answer from you, it shows a question card. It reminds you: “Alpha never asks for passwords or codes.”
  1. Fill in your answers.
  2. Click Send answers, or Skip to let Alpha carry on without them.

Editable previews

When Alpha drafts a message, for example a note to a customer, it shows a preview you can edit. The card says “Alpha will re-check this before sending”.
  1. Edit the text.
  2. Click Send edited message or Save changes.
  3. Click Reset to go back to Alpha’s version, or Cancel to stop.

Troubleshooting

FAQ

Who can see my dashboard?

Check the Visible to column on the Dashboards tab: Everyone using Alpha, Admins only or You and admins.

Can I download a chart?

In the chat, click Download CSV to get the data. Saved reports also have Download PDF.