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Admin portal

Cory Watilo edited this page Apr 28, 2022 · 10 revisions

Manage questions asked on your site, import community threads from Slack, moderators, and integrations.

Questions

All questions posted to any webpage where Squeak!’s widget is installed are listed here, sorted by most recent. (In the future, you’ll be able to filter to a subset of questions.)

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Published threads

By default, questions are posted automatically. This is indicated by a green check mark in the upper right.

To optionally enable moderation mode, which requires questions to be approved before being visible on your site, visit the Settings page.

Question sources

Questions can come from a variety of sources. They can be displayed on a single webpage, multiple webpages, or not tied to a specific webpage at all, instead only living in your Squeak! question database.

(In the future, all questions will be searchable.)

Questions asked on a webpage

When a question is asked, Squeak! stores the relative URL. When that URL is visited, any published questions matching the relative URL will be shown.

Questions imported via Slack

Designed to allow you to rescue valuable threads with customers in a Slack community that you’d like to make indexable, these questions aren’t initially tied to a specific webpage. If a URL isn’t specified for a question to be displayed, the question will show this and prompt for one to be added. (Learn more in Importing Slack threads.)

Questions imported by CSV (coming soon)

Questions in a CSV can be imported, using the following schema:

  1. Timestamp (optional)
  2. Relative URL where question should appear (array)
    1. Eg: ['/docs/events']
    2. Eg: ['/docs/events', '/docs/actions']
  3. Author name (optional)
  4. Author email (optional)
  5. Question title
  6. Question description (optional) (supports Markdown)
  7. Reply author - array
    1. Name
    2. Email
    3. Role (Author: 1, Moderator: 2, Admin: 3)
  8. Reply content - array

Use case for display a question on multiple URLs

If you have multiple pages where a question is relevant, it may make sense to show the same thread on multiple pages. For example, if you have multiple technical libraries that share a schema, users may ask a similar question in that context which is relevant to multiple pages.

Because replies are tied to the question, the replies will be displayed wherever the question appears.

Author details

Details about the person posting the question are displayed next to the question. Images are sourced via Gravatar.

In the future, we plan on displaying other information about the poster like number of questions asked and maybe even a reputation score.

Thread

Deleting an individual reply

This can be done on the thread page.

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Managing a thread

Coming soon: The contents of questions can be edited. This is intended to allow moderators to make questions more clear, and for removing any sensitive information an author may have posted.

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Subject

This is the subject the user wrote in the question box, but you can adjust the title of the question for brevity. (In the future, this will be turned into an SEO-friendly slug!)

Show this question on…

If the question was asked on your site, the relative path to that page will be displayed. Example

/docs/events

You can add additional URLs by clicking the Add page button and entering an additional URL.

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/docs/events, /docs/actions

Published status

Manage the visibility of a question by toggling it on or off. In the future, this will also remove the question’s permalink page.

Unmarking a question as resolved

If a question was previously marked as resolved, it can be re-opened here. Unticking this box will un-mark the previously accepted solution and allow users to continue replying to the thread.

Deleting a thread

A thread can be permanently deleted here.

Profiles

The Profiles section shows all user records from your database. This includes admins, moderators, and any user who has created an account to ask a question or add a response.

User roles

Role Permissions
Users Ask questions, post responses, select a solution
Moderators + Manage questions and replies, Slack import
Admins + User roles, Settings

Adding a moderator or admin

You can invite a team member as a moderator or admin. Their role will be set to Moderator by default. You can upgrade them to Admin manually.

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Import Slack threads

If you run a community Slack, this lets you import threads as if the conversation took place on your site.

Follow the setup instructions.

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Names and avatar’s aren’t imported, but we use the author’s ID to show an “Author” badge next to their replies on their thread.

After selecting and importing threads, they’ll immediately be displayed on any webpage that matches the slug field. Separate multiple URLs by commas.

If you don’t add a slug, the thread will be imported and live in your question history. In the future, these questions will be searchable from the future /questions page, even if they aren’t displayed on a particular page.

Settings

Snippet

Squeak! has two options for embedding:

  1. squeak-react - for React-based sites
  2. squeak.js - for all other sites

Just drop in the widget wherever you want it to appear. Examples:

  1. Individual page - like pricing, or a new standalone page like /answers page
  2. Page templates - like knowledge base/docs articles, at the end of the context

When a page is loaded, Squeak! checks the URL and looks for all the questions that were asked there before. Questions can appear on multiple pages by a moderator adding additional URLs to the question’s slug field, separated by commas.

Publish new posts automatically (Moderation mode)

By default, Squeak! acts as a community support widget, where anyone can sign up and respond to the question.

If you’d like to approve new posts before they appear on your site - or if you’d like a chance to answer them first (or close them out when you’re done answering) - disable this option.

This setting only applies to new posts, so it won’t affect the status of any previous question.

Reply moderation is on the roadmap.

Company details

Company name

This name displays in the FROM field of email notifications that are sent to question-askers when someone replies.

Site URL

Enter the full path (including protocol) where Squeak! is installed. This URL is used for linking to threads from the admin portal and integrations like Slack.

Allowed origins

By default, your script can be installed on any site. You can prevent your script from working on sites other than the one(s) you specify.

Alerts

Squeak! supports webhooks and Slack notifications (so moderators get alerted when someone asks a question). Learn how to set these up in the Integrations docs.

Email notifications

Mailgun

Squeak! offers Mailgun support so emails sent to your users come from your domain name. Learn how to set it up.

Note: We strongly recommend setting up Mailgun or users won’t be notified of replies to their question.