3 posts tagged with "workflow"

Wallu doesn't answer every message, and that's on purpose. You can tell it to only speak when mentioned, to stay quiet around staff, to wait a few minutes for a human first, to keep out of certain channels, or to only talk to verified members. On top of that, it sometimes just doesn't recognize that a message was a question it could have handled.

So you end up with this situation a lot: someone asks something, Wallu stays silent, and you - the staff member - know for a fact the answer is sitting in your documentation. The setup guide, the refund policy, the "why is my thing not connecting" steps. It's all there. Wallu just didn't say it this time.

Your old options were: type it out yourself, or dig up the doc and copy-paste it. Both are annoying, especially when the answer is long or has links in it.

The fix: right-click → Make Wallu Answer​

Right-click (or long-press on mobile) any message, open the Apps menu, and hit Make Wallu Answer. Wallu treats that message as if it had been asked directly, pulls the relevant answer from your knowledge base - sources, formatting, links and all - and posts it in the channel like a normal answer.

That's the whole feature. It's a staff-only override for "I know you know this, just say it."

A few things worth knowing about how it behaves:

• It forces an answer even when your config would normally keep Wallu quiet. Mention-only mode, working hours, the "wait for staff" delay, don't-answer-staff
  • none of that stops a manual trigger. You asked for an answer, you get one.
• It still uses your actual knowledge. This isn't a "make something up" button. If the answer isn't in your docs, Wallu will say it doesn't have one, same as always. It's pulling the same canonical answer it would have given automatically.
• It posts like an automatic answer, in the channel, not as a reply tagging you. So to everyone reading it just looks like Wallu chimed in normally.
• Only staff can use it (anyone with Manage Messages). And it respects /opt-out - if the person opted out of processing, Wallu won't touch their message.

Where this actually helps​

The payoff is biggest when the answer would have been a pain to write by hand.

Long, multi-step instructions. Someone in #general asks how to set up your plugin. Your docs have the proper 7-step walkthrough with a download link and a config example. You could retype it... or right-click their message and let Wallu paste the real, complete version in two seconds. The longer the steps, the more this saves you.

Answers with links you can never remember. "Where's the refund policy?" You know it's a paragraph plus a URL to the policy page. Instead of hunting for that link for the hundredth time, Make Wallu Answer drops the documented version with the correct link attached.

Stuff Wallu just missed. Sometimes a question is phrased oddly, or buried in a wall of text, or it's a screenshot Wallu didn't connect to a FAQ. You can see it's answerable even when the bot didn't. One click and it answers - no need to figure out why it stayed quiet first.

Quiet-by-config channels. Maybe you run Wallu in mention-only mode in your busy channels to keep it from being chatty. That's a good default, but it means genuine questions slip past. This gives you a manual escape hatch without loosening the setting for everyone.

If it can't answer​

If Wallu is missing permissions in that channel (it can't send messages, embed links, or read history), it'll tell you privately right then instead of failing silently. And if it does have the answer but you disagree with it, that's useful signal too - it usually means a doc needs a small edit.

It's a small feature. But "I know the answer is in there, just say it" comes up constantly when you're running support, and now it's one right-click instead of a paragraph of typing. If you have Wallu in your server, the Make Wallu Answer action is already in your right-click Apps menu - try it next time the bot stays quiet on something you know it could handle.

If you only do one thing to improve Wallu’s answers, make it this: create a staff-only channel like #wallu-knowledge, post your definitive answers there, and import that channel into Wallu. From then on, any new message in that channel becomes part of Wallu’s knowledge within 24 hours - no commands, no docs tools, no context switching.

Why this workflow works​

• Stays in Discord: Staff write, edit, and discuss answers where they already live.
• Extremely Fast & Zero friction: No extra tools, no learning curve.
• Zero commands: Post messages normally; Wallu picks them up on the next daily refresh.
• Easy to review: Keep answers visible, editable, and searchable as regular Discord messages.
• Organic updates: As your product changes, your team naturally updates the latest message/thread.
• Use /sync if you want instant updates (updated in less than 5 minutes).

How to set it up​

1. Create a private channel like #wallu-knowledge for your staff.
2. Have your team start posting canonical answers there.
3. In Wallu’s dashboard, add that channel as a knowledge source and run the initial import.
4. That’s it. Wallu refreshes from the channel roughly every 24h.

Writing great knowledge posts​

• Full sentences: Write in clear, complete sentences.
• Few sentences per topic: 3–8 well-formed sentences instead of short bullet points, lists or short FAQs.
• More context is better: Use a bit more words!
• Define context of abbreviations/terms briefly: "MyProject works on M4" (bad) vs "MyProject works on M4 (Apple Silicon Macs)" (good)
• Link instead of lists: For long, changing lists (e.g., supported countries), link to the page that's updated instead of listing them all in multiple places.
• Avoid ultra-short FAQs: One-liners and terse lists reduce accuracy; expand to a small paragraph.

Practical examples​

• Good: “Refunds are available within 14 days for purchases from our site. Open a ticket in #billing with your order ID. If you bought via a reseller, contact them directly. Full policy: https://example.com/refunds.”
• Needs work: “Refunds? 14d. ID needed. See policy.”

Maintenance tips​

• Edit, don’t append: Update the original message so only the latest guidance remains. (Or delete the old message)
• One topic/FAQ per message
• Pin key answers: Helps staff discover the canonical version to update.

This small habit compounds quickly. Your team writes once in Discord, and Wallu keeps your support accurate and fresh - automatically.

Many teams don’t have a polished FAQ. Many have “documentation by archaeology” scattered across frontend components, API javadocs, READMEs, and comments in code/config files. However, there are some good news! You can use agent-style coding tools (Claude Code, Cursor agents, Copilot, Gemini CLI - many with free plans) to sweep your repo and auto-write actionable, searchable “how‑to” docs in minutes.

The simple workflow​

1. Pick a tool you already have access to (Claude Code, Cursor agent, Copilot Chat, or Gemini CLI).
2. Point it at a concrete scope first (for example your frontend/src/ or resources/config/ directory, or your api/ code).
3. Ask it to produce a single plain‑text file named wallu_docs.txt containing many “how‑to” entries. Each entry must be exactly one paragraph, with no internal line breaks, and entries must be separated by two newlines. (This is the optimal format for the search and AI).
4. Ask it to repeat: “scan again, find missing tasks, extend wallu_docs.txt without duplicates.” Do this a couple of times until coverage feels complete.

Here’s a prompt you can paste (adapt wording to your stack and to how your users use your product and what they commonly ask):

Scan the following directory and related files I open for you. Extract as many as possible practical tasks a user would want to do with our product.
Write a `wallu_docs.txt` file with many concise how‑to entries.
Rules: each how‑to is exactly one paragraph with full sentences and clear explanation; no internal newlines; separate entries with two newlines; prefer concrete steps and filenames over vague advice; cover UI flows (e.g., exact page names, titles and buttons to click) and API methods; make sure it's all they need to complete the step.

Then ask:

After writing, scan again and add missing topics without duplicating.

until it seems like it has included everything useful.

For example, with Wallu it would produce a file like this:

To prevent the bot from answering certain messages, go to the "Bot Settings" page and look for the "When not to answer" section. Here you can configure the bot to avoid off-topic questions, ignore messages from staff members unless mentioned, and add specific roles or users to an ignore list. This helps to ensure that the bot only responds in appropriate situations.


To set the primary language for your FAQs and documents, go to the "Bot Settings" page. You can choose between "Only in English" and "In other/multiple languages". Selecting the multilingual option is important if your content is not in English or if your users are likely to ask questions in other languages, as it ensures the bot can properly understand and respond.


To configure the bot's behavior in ticket channels, go to the "Bot Settings" page and scroll down to the "Ticket System Mode" section. Here you can set the bot to be silent when a staff member sends a message, include a summary when escalating tickets, and integrate with other ticket bots to automatically analyze and respond to new tickets.


To manage who has access to the bot's control panel, go to the "Manage Access" page. Here you can set the required permissions for accessing the panel, such as "Administrators" or "Members with 'Manage Server'". This ensures that only authorized users can make changes to your bot's configuration.

...

When this is especially useful​

• Your API is “documented in code,” types, or comments, not in a handbook.
  • Or your API docs are very technical and describe components but lack example usage for people to get started
• Frontend props and flows live across many components and are hard to summarize.
  • You basically just convert your frontend code into a user guide.
• Existing docs imported into Wallu didn’t yield good answers - tasks weren’t explicit enough.
  • You have a lot of code, API docs, or config files you wanted to import but it couldn't use them very well.

Make it iterative​

Run 2–4 passes: ask the agent to “re‑scan for missing topics,” then “expand areas with too few steps,” then “merge duplicates and keep the clearest version.” You can always re‑run after a release to update flows.

Ship it​

Save/export the file as plain text (wallu_docs.txt) and upload it to Wallu as a knowledge source. The double‑newline boundaries help both search and AI understand each task cleanly, so the bot answers with clear, actionable steps instead of vague summaries.