An IT helpdesk chatbot grounded in your team's runbooks
Your IT team keeps explaining how to request software, restore access and follow device setup instructions. Employees ask in chat because they cannot find the right guide, and specialists repeat the same links. ChatDocument gives the company a place to ask across IT documentation, with answers linked to the exact source passages. You keep ownership of the procedures and control which documents each employee can use.
Connect the instructions behind everyday requests
Bring access request procedures, device guides, software catalogs, troubleshooting runbooks and security policies into your workspace. Connect existing content in Confluence, Notion, Google Drive, SharePoint and OneDrive or Dropbox. You can also upload documents and connect internal guidance from Slack.
Keep the instructions where your IT team already maintains them. New and edited connected documents are picked up automatically. Include approval requirements and escalation routes alongside technical steps, so employees can find the documented process for their situation. The examples below describe documents your team supplies, with its own systems and rules.
Make recurring requests easier to explain
An answer points to the procedure your team has documented. An employee follows that procedure to submit a request or contact the authorized person. IT keeps responsibility for access decisions and changes to company systems.
| Typical employee question | Document to connect |
|---|---|
| "How do I request access to a shared application?" | Application access request guide |
| "What should I check when the VPN connection fails?" | VPN troubleshooting runbook |
| "Who approves local administrator access?" | Privileged access policy |
| "Where are the instructions for setting up my laptop?" | Employee device setup guide |
| "How do I report a lost work device?" | Lost device reporting procedure |
| "Which software can I request for my role?" | Approved software catalog and request policy |
| "What is the documented process for account recovery?" | Account recovery guide |
Keep employee instructions apart from restricted runbooks
Create an IT guidance space for employee facing instructions and a private IT space for operational material. Assign an IT space owner to maintain the sources and verified answers. Use the admin, space owner, member and reader roles to organize workspace responsibility and department access.
ChatDocument inherits permissions from your connected sources. Employees only get answers from documents they can already open, and space membership controls which department spaces they can use. Review access to administration guides and incident material before connecting them. A general help guide can explain how to request access while the restricted runbook remains available to the authorized IT team.
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Exceptions go to Finance with the trip details.Approval Guide, section 4
Put documented guidance in the help channel
The Slack and Microsoft Teams bot is included on Business and Scale. Employees can message it directly, mention it in a channel or receive automatic answers in an IT help channel. Answers use the same source permissions as the browser and include links to the supporting passages.
When the documents cannot answer, ChatDocument says "not in your documents" and shows the closest passages. Hand the question to a person for investigation. The conversation gives the specialist a concrete question to address, and the resulting instructions can become part of the maintained documentation.
Give repeated troubleshooting advice an owner
Verify common answers about setup, access requests and recovery procedures. Each verified answer has an owner, review date and version history. Save useful answers for the team so colleagues can reuse documented instructions and check the source when circumstances differ.
Business and Scale group unanswered questions for the right owner and flag conflicting or outdated documents. If a software rollout leaves an old setup guide behind, the conflict gives IT a specific correction to make. Department analytics show recurring topics and the unanswered trend. Leadership reports help the IT lead prioritize updates to access instructions, device guidance and troubleshooting documentation.
FAQ
Does an answer grant access to an application?
ChatDocument explains the documented request process. Your authorized IT staff and existing access process handle approvals and system changes.
What if the instructions are incomplete?
The assistant shows when the documents do not hold the answer. A specialist can resolve the question, update the source and verify the guidance for future requests.
Give employees a clear place to ask IT
Connect your employee guides, protect restricted runbooks and invite the team to ask with a source they can follow.