# Community Support

### Purpose

Use Katara to automate answering community questions on native platforms based on your curated data collection(s) - this can include technical docs, website copy, blogs, code repos, and more.

Katara uses confidence scores and thresholds ([see Q\&A agent](/about/agents/ai-insights/q-and-a.md)) to route AI generated responses—you are in full control of what gets sent to your users.

{% hint style="success" %}
To help comply with the [EU Artificial Intelligence Act](https://artificialintelligenceact.eu/) and provide maximum transparency for your users, activate Katara in a channel dedicated for Q\&A with a clear indication that AI is being used (i.e. a channel named "ask-ai".
{% endhint %}

### Prerequisites

* A social agent connected to one of your community platforms, with access to the necessary channels.
* Website or GitHub agent(s) connected to source(s) that contain information the AI agent will reference to provide responses.
  * You must manually synchronize your collection once this data is collected by clicking the refresh (↻) icon on your collection.
* A Q\&A agent configured to use the information collected by these agents.

### How it Works

This workflow consists of the following steps:

#### Inputs

* **Files**: Files that contain FAQs, documentation, or other relevant information are collected from sources as set up by the user, and are synced into a collection.
* **Platform Integration**: An agent must be connected to a community platform where questions will be asked.

#### Processing

* The agent receives user questions from the community platform.
* It processes these queries based on the files provided.
* A confidence score is generated for each response. If the score meets or exceeds the set threshold, the response is posted directly in the same channel.
* If the confidence score is below the threshold, the response is not sent back. You can choose whether to inform the user that the question could not be answered.

#### Outputs

* **Direct Response**: If the confidence threshold is met, the AI posts its answer in the Discord/Slack channel.
* **Manual Review (coming soon!)**: If not, the response goes to the devrel channel for approval, denial, or modification. The manual response can replace the AI-generated one, further training the agent.

#### Example

* **Input**: A user asks, "How do I reset my password?" in Discord.
* **Processing**: The agent reviews the markdown documentation and generates a response.
* **Output**: The response is posted directly in the channel.\
  \\

  <figure><img src="/files/0RPvI7MTVpHIB6ZL2xi8" alt=""><figcaption><p>Community Support Workflow</p></figcaption></figure>

### Advanced Features

* **Adjusting Confidence Threshold**: Users can fine-tune the confidence level for when a response should be manually reviewed versus automatically posted.
* **Custom Workflow Combinations**: The workflow can be combined with other workflows like document parsing or task automation to streamline operations.

### Troubleshooting

* **Agent Not Responding**: Ensure the files are properly uploaded and the correct channels are configured.
* **Low Confidence Threshold**: If many responses are not meeting the confidence threshold, consider adjusting the agent's training data or lowering the confidence threshold.
* **Log Issues**: Logs for workflow activities can be accessed from the admin dashboard to track issues or performance problems.


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.katara.ai/about/workflows/questions-and-answers-q-and-a.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.