This glossary describes key Clevy OnDemand concepts, terminology, features, and roadmap elements. It's an excellent place to learn how to set up and use your Clevy OnDemand product.

It is organized into six modules: The Inbox, the Employee Portal, the Employee Virtual Assistant, Forms and Workflow Automation, 3rd Party Integration, and Organization.

Unified Inbox: All your employees’ queries are accessible in one Inbox, with assignation to different agents, no matter where they come from (email, ticketing channel, Portal, Virtual Assistant).

SLA: Set and track the time queries in your inbox and get an alert before exceeding the SLA time you set (3 days or custom).

Answer-to-Article: After processing queries, agents can create some Articles directly from the answer they just gave to a question (after editing it to anonymize the Articles) which they will be able to reuse in one click while answering further questions.

Articles: Articles created in the Knowledge Base, accessible in the Employee Portal and the Employee Virtual Assistant.

AI-Powered Suggestions: As an agent, when you answer a ticket, our AI will suggest drafted answers based on the tickets you have already responded to and saved as articles in your knowledge base.

Skill-Based Routing: Associate Agents with Issues' category (tags) like "legal" and "Time Management"... and auto route them the corresponding tickets in their inbox.

Knowledge Base Languages: You can create your knowledge base in 6 different languages (EN, FR, IT*, ES*, DE*, NL*). English and French are accessible by default; the four other languages are accessible only in the Enterprise Plan*.

*Collaboration Mode on a Ticket (01/23): As an agent, it lets you create a note or ping other agents so that they can help you answer a ticket you don't have the answer to.

Bulk ticket management: Perform actions on multiple tickets at once, from assigning tags to sending bulk answers.

*Employee Context Enrichment (03/23): Integrate your inbox with 3rd party software to get additional context on employees while answering them (e.g., the contract start date, status, and training programs....).

* AI-Powered Routing (06/23): Most of the tickets land in your inbox already tagged with a category, as the end-user will have had to choose a category while creating them. But some (like email) will not. With AI-powered triage, our AI will analyze the ticket's content to auto-assign it to the correct tag category.

AI-Powered Employee Portal: A web interface where your employees can access all your company knowledge: your articles, your forms, and your 3rd party Apps.

3rd party Apps in Portal: Give access to all your internal software in one place, in the Portal. There are two different kinds of Apps in the Portal:

Forms accessible in the Portal: All the forms you create with the no-code builder can be made accessible in the Employee Portal for easy access by your employees. In addition to the forms being accessible via the Portal’s search, you can always display up to 7 forms on your Employee Portal home page. (“Stared forms”).

Profile-Based Articles in Portal: Based on some variables (which group an employee belongs to or individual information), the Portal will give an answer based on profile, meaning that two employees belonging to two different groups will be offered a separate article answering the same question.

* Automatic Translation (01/23): When an employee asks a question in a different language than your KB, we will detect which language they are using and give them an automatic answer translated into the language they used.

Customizable Branding in Portal: Remove the Clevy OnDemand logo in the portal and customize the interface appearance settings using our four themes or building your own.

The Virtual Assistant (EVA): EVA is an AI-Powered Virtual Assistant. It is an NLP-Based and Action-Based Chatbot, meaning it can both automatically answer questions, understand the context and adapt to the user and connect to 3rd-party solutions to perform actions when needed (e.g., "I'd like to take some leave from X to Y" will generate a leave request on your leave-management system. EVA is based on the same conversational engine and AI as the Employee Portal and the Inbox, meaning it will learn from all your employees' interactions with Clevy OnDemand.

Forms in EVA: The forms you build in your No-Code Builder can be made accessible naturally and conversationally in EVA. It is like talking with a form. Try it out; it's impressive.

APPs in EVA: All 3rd Party Apps can be accessed conversationally in EVA through Action-Based Intentions (“I’d like to take some leave,” “Send me my last payslip”) or through the Apps buttons. As for the portal, there are two different kinds of Apps in EVA:

Profile-Based answer in EVA: Based on some variables (which group an employee belongs to or individual information), EVA will give a response based on profile, meaning that two employees belonging to two different groups will be offered a different answer to the same question.

*Automatic Translation in EVA (03/23): When an employee asks a question in a different language than your KB, we will detect which language they are using and give them an automatic answer translated into the language they used.

Customizable Branding in EVA: Remove the Clevy OnDemand logo in EVA and customize the interface appearance settings (answer bubble color, the color of the hero…).

* Multi-channel Virtual Assistant (01/23): Deploy your Virtual Assistant on your different Communication Channels natively. (Teams, Slack, Workplace, Web, Widget).

Multiple Virtual Assistants: (Enterprise only) Create different instances of your Virtual Assistant. Especially useful for big companies having various brands or subsidiaries.

Forms no-code builder: Build forms quickly with a no-code drag-and-drop form builder.

Forms accessibility: Collect better data and, in a safer way, with Clevy OnDemand forms. Instead of always asking for the same info by email, create a form with the field you need your employees to fill and send it to them in one click (or display them in the Portal and the Virtual Assistant). When an employee fills out a form, it will generate a ticket in the Inbox with the employee's details, and the form’s data will be clean and easy to manipulate.

* Forms on Communication Channels (01/23): Conversational Forms are the future. Let your employees fill your forms natively in your internal communication channels (Teams, Slack, Workplace).

* Surveys (06/23) Send Surveys to your employees to feel the pulse of your organization. As opposed to individual Forms, surveys are collective, and you can then access the aggregated data more quickly.

* Forms to Workflow (03/23): Integrate your form builder with 3rd party solutions to automatically send your forms data to 3rd party software and trigger workflow based on the form’s outputs (for instance, create a dedicated "Onboarding Form" and send the data automatically to your HRIS to populate your new employee's profile).

*Forms API (06/23): For developers, get access to our form’s APIs, all your forms metadata, and more.

*3rd Party Forms Integration (09/23): Discover our native integrations with 3rd Party Form Builders. Create forms in their interfaces; they'll be instantly accessible on your Clevy OnDemand Platform!

*Document Generation (09/23): Discover our native integration with 3rd Party Document Generation Software. Create Document templates in their interfaces; they'll be instantly accessible on your Clevy OnDemand Platform.

App Marketplace: Our App Marketplace lists all official Clevy OnDemand “Integrations” and “Native Apps.”

The 3rd party software native Apps in the marketplace are split between Standard (free) and Premium (paying) depending on 3rd party API being freely accessible or not.

Sandbox Environment to create Custom Apps: Access to a sandbox environment (CSML studio) and free documentation to develop your Custom Apps, which you can then deploy in your Employee Portal or your Virtual Assistant. Are you a company working with a 3rd party solution you don’t find in the Marketplace? Are you a software company and want to develop your own Clevy OnDemand Native App? Does your IT department feel like supercharging your company’s Employee Experience? Then the Sandbox Environment is there for you.

Organization: Main space for your company, configure advanced security settings and company directory, and manage your subscription — commons configuration for all your workspaces.

Workspace: It contains all your resources: tickets, articles, forms, apps, statistics, and every access method: ticketing interface, portal, virtual agent. Your workspace team manages workspace resources.

Admin: Admin is a power user who can access every resource and every configuration across the organization's workspaces, including charges and security policies.

Manager: A manager is a power user who can access every resource and every configuration for a given workspace.

Agent:An agent is a user who answers the tickets and enhances the workspace knowledge base.