Advanced Features

Discover BetaHub’s AI-powered features that provide deeper insights into your game’s community and feedback.

Support Knowledge Base

Transform your support workflow with an AI-powered knowledge base that provides instant solutions.

How It Works

The knowledge base automatically responds to support requests by:

• Searching internal documentation
• Providing relevant solutions before ticket creation
• Reducing support team workload
• Enabling self-service problem resolution

Setting Up Knowledge Base

1. Enable Support Knowledge in Settings / General
2. Access Knowledge Base menu item
3. Upload documentation via Upload New Document

Supported Formats:

• PDF documents
• TXT files
• Markdown (MD) files
• Direct text paste

Content Guidelines

Create effective knowledge base articles with:

• Troubleshooting steps for common problems
• Clear self-help instructions for users
• Standard responses used by support agents
• Concise, relevant information grouped logically

Category-Based Organization

BetaHub organizes knowledge into two categories to provide more relevant responses:

Technical Support - For bugs, errors, and technical issues:

• Installation problems
• Crashes and error messages
• Performance issues
• Account and login problems
• Game won’t start or load

Gameplay Questions - For game mechanics and how-to-play:

• How features work
• Game mechanics explanations
• Strategy and tips
• Controls and commands
• Game rules and objectives

How It Works: When users ask questions, AI automatically classifies them as either Technical or Gameplay. The system then searches only the relevant category, providing more accurate and focused answers.

Setting Categories: When uploading documents or adding knowledge sources, select the appropriate category:

• Choose Technical for troubleshooting guides and technical documentation
• Choose Gameplay for game manuals, feature explanations, and how-to guides

This categorization helps reduce noise and ensures users get answers from the right knowledge sources.

Using Bug Comments as Knowledge

Convert effective bug solutions into knowledge base articles:

Click the green checkmark on helpful comments to:

• Mark comment as bug solution
• Add to knowledge base automatically
• Prevent duplicate support requests

Testing and Validation

Test your knowledge base effectiveness:

Search API Testing:

• See what results return for queries
• Validate search accuracy
• Identify content gaps

Context Retrieval Testing:

• Review what context is provided to AI
• Ensure relevant information is accessible

Ask API Testing:

• Preview user-facing responses
• Test answer quality and helpfulness

Canned Responses

Speed up common support interactions with pre-configured automatic responses that trigger before knowledge base search.

What Are Canned Responses?

Canned responses are instant, automatic answers to frequently asked questions. When a user’s question matches a canned response, BetaHub immediately provides the pre-written answer without searching the knowledge base. This saves AI costs and provides faster responses for common scenarios.

When to Use Canned Responses:

• Frequently asked questions with consistent answers
• Important announcements (server maintenance, known issues)
• Quick redirects to specific resources
• Standard policy responses

Two Types of Canned Responses:

1. Question Similarity Matching

• Provide example questions that should trigger this response
• Uses AI to detect similar phrasing and intent
• Best for questions asked in various ways
• Example: “How do I reset password?” matches “I forgot my password” and “Can’t login”

2. Rule-Based Matching

• Define custom rules for when to trigger the response
• More flexible but requires clear rule definition
• Best for complex conditions or specific scenarios
• Example: “Questions about account deletion or GDPR”

Creating Canned Responses:

1. Navigate to Knowledge Base → Canned Responses
2. Click New Canned Response
3. Select response type (Question Similarity or Rule-Based)
4. Write your response text
5. Add example questions (for similarity) or define rules (for rule-based)
6. Set priority (higher priority responses are checked first)
7. Save and activate

Best Practices:

• Keep responses concise and actionable
• Include links to relevant resources
• Use clear, friendly language
• Test responses with the API Testing tool
• Set higher priority for critical announcements
• Review and update responses regularly

Priority System:

Canned responses are checked in priority order (highest first). If multiple responses could match, the highest priority active response is used. This lets you:

• Prioritize urgent announcements over standard FAQs
• Create general responses with low priority as fallbacks
• Temporarily promote specific responses during events

Response Footer Messages

Add custom footer text to all knowledge base responses to guide users to additional resources.

What Are Footer Messages?

Footer messages appear at the end of knowledge base responses, providing consistent links to support channels, forums, or other resources. They help direct users who need additional help beyond the AI-generated answer.

Configuring Footer Messages:

1. Navigate to Knowledge Base → Settings
2. Enter your footer text in the Footer Text field
3. Choose when to display the footer:
   • Show footer when answer is found - Appears with successful responses
   • Show footer when no answer is found - Appears when knowledge base has no solution
   • Enable both to always show the footer
   • Disable both to hide the footer (but keep the text saved)

Example Footer Messages:

Need more help? Join our Discord: https://discord.gg/yourgame
Or visit our support forum: https://forum.yourgame.com

Still stuck? Contact support at support@yourgame.com
Check our FAQ: https://yourgame.com/faq

Best Practices:

• Keep it brief (1-3 lines maximum)
• Include 1-2 most relevant support channels
• Use direct links (no link shorteners)
• Match your community’s tone
• Update when support channels change

When to Show Footer:

• On Answer Found: Good for providing additional resources even when AI helps
• On No Answer Found: Useful to direct users when knowledge base can’t help
• Always: Consistent user experience, always know where to get more help
• Never: Use when testing or preparing content before launch

Response Personality

Control the tone and style of AI-generated answers without affecting factual accuracy. The AI always draws its answers from your knowledge base — the personality setting only changes how those answers are worded.

To configure: Go to Support Knowledge → Settings → Response Personality and enter style instructions (up to 500 characters).

Example instructions:

Tips:

• Leave it blank for a neutral, helpful default tone
• Be specific — “respond like a pirate captain” works better than “be fun”
• The personality applies to all channels: web widget, Discord bot, and API
• It only affects wording — factual content always comes from your knowledge base

Knowledge Gaps Analysis

Identify and address missing information:

• Gap Detection - Queries with incomplete results
• Resolution Tracking - Mark gaps as resolved
• Reevaluation - Test improvements with benchmarks

Interaction Monitoring

Track knowledge base effectiveness:

• User question logs
• Search performance metrics
• User feedback (helpful/not helpful reactions)
• Discord reaction tracking

Discord Integration

The Support Knowledge Base seamlessly integrates with your Discord bot to provide instant answers directly in Discord.

Three Ways Users Get Support in Discord:

1. /ask Command - Opens modal dialog for structured questions (30-500 characters)
2. Bot Mentions - Users @mention bot anywhere with their question (minimum 30 characters)
3. Instant Help Button - Admins post clickable buttons using /post_instant_help_button

Automatic Features:

• Responds to every bug/ticket submission with relevant solutions
• Suggests fixes before formal reporting
• Integrates with Listen Mode for conversation support (automatically detects and responds to support requests in conversations)
• Feedback collection via ✅/❌ buttons in Discord
• Rate limiting prevents spam and manages costs

Customization:

• All messages customizable via Discord bot templates
• Canned responses work seamlessly in Discord
• Footer messages appear in all Discord responses
• Category-based responses ensure relevant answers (Technical vs Gameplay)

View complete Discord AI support setup and configuration →

Sentiment Analysis

Monitor your Discord community’s mood with AI-powered sentiment analysis.

Enabling Sentiment Analysis

1. Invite BetaHub Discord Bot
2. Use /info command
3. Click Configure Sentiments Channels
4. Select channels to monitor

Sentiment Dashboard

Access comprehensive mood analytics via Sentiments menu:

Key Metrics:

• Rating - 1-5 sentiment score (higher = more positive)
• Records - Number of analyzed messages
• Frequency - Reports per day
• Categories - Excited, Positive, Neutral, Negative, Frustrated, Toxic
• Top Words - Most frequent terms with sentiment color-coding
• Trend Chart - Historical sentiment progression
• Discussion Topics - AI-organized conversation themes with individual insights (learn more)

Advanced Filtering

Filter sentiment data by:

• Date Range - Specific time periods
• Channels - Individual or multiple channels
• Words - Click top words to filter by term
• Categories - Click category bars to filter by sentiment

Troubleshooting Sentiment Analysis

Bot Not Responding:

• Verify bot permissions for slash commands
• Ensure setup completion

No Results Showing:

• Check channel configuration via /info
• Wait 5-10 minutes for dashboard refresh
• Verify bot can see configured channels

Organizing Discussion Topics

Sentiment Topics help you organize community feedback by automatically categorizing Discord conversations into themes like “bugs”, “gameplay”, “matchmaking”, or “UI/UX”. Instead of viewing all sentiment as one stream, topics let you track trends and insights for each discussion area separately.

How It Works:

When analyzing Discord messages, BetaHub’s AI automatically assigns each message to a topic based on its content. Topics then appear in your sentiment dashboard with individual trend charts, average ratings, and AI-generated insights showing what players are discussing in each area.

Two Organization Modes:

BetaHub offers two approaches for managing topics:

Auto-Generate (Default) - The AI creates topics automatically as new discussion themes emerge in your community. This organic approach is ideal when you want to discover what players naturally talk about without predefined categories.

Manual Topics - You define specific topics upfront, and the AI assigns messages only to your predefined list. This controlled approach works best when you know your key discussion areas and want consistent, structured analytics.

Setting Up Manual Topics:

1. Navigate to Settings → Sentiments in your project
2. Disable “Enable automatic topic generation” to switch to manual mode
3. Click “Add Topic” to create each topic:
   • Title (required) - Keep it short and clear (e.g., “weapon customization”, “bugs”, “performance”)
   • Description (optional) - Help the AI understand what this topic covers (e.g., “Feedback about customizing weapons and loadouts”)
4. Click “Save Changes”

The AI will now categorize messages using only your defined topics. When a message doesn’t fit any topic well, it falls back to the first topic in your list.

Viewing Topic Insights:

In your Sentiment dashboard, the Discussion Topics Analysis section displays each topic with:

• Mention count showing how often players discuss this topic
• Trend chart visualizing sentiment changes over time
• Average rating with percentage change from previous period
• AI-generated insights highlighting key discussion points

You can click any topic to drill down into specific messages and detailed analytics.

Best Practices:

• Keep it focused - Start with 5-10 topics that matter most to your game
• Use clear titles - Choose names players would naturally use (“lag” not “network latency”)
• Add descriptions - Help the AI understand nuances, especially for game-specific terms
• Include “Other” - When using manual mode, add an “Other” topic as a catch-all for unrelated discussions
• Review regularly - Check insights weekly to see if your topics match actual discussion patterns

When to Use Each Mode:

Choose Manual Topics when you want structured reporting, need consistency across time periods, or already know your key discussion areas from community experience.

Choose Auto-Generate when launching new features, exploring community sentiment for the first time, or want to discover organic discussion themes without bias.

You can switch between modes anytime without losing data - existing topic assignments remain unchanged.

Game Facts

Enhance AI understanding with detailed game context for more accurate bug processing.

Benefits

Game Facts improve AI performance by providing:

• Game context - Genre, mechanics, features
• Priority rules - Critical vs. non-critical systems
• Terminology - Game-specific vocabulary
• Importance hierarchy - Feature priority understanding

Enhanced AI Capabilities

With Game Facts configured, AI can:

• Generate more precise bug titles
• Assign appropriate tags based on game systems
• Better understand game-specific terminology
• Apply game-appropriate priority rules

Setup Options

Manual Configuration:

• Fill out comprehensive game information form
• Define critical systems and features
• Create terminology glossary

AI-Assisted Setup:

1. Click Upload the Document
2. Paste game documentation or description
3. Click Extract Information
4. Review and edit extracted details

The AI analyzes your text and pre-fills the form with relevant game information.

Activity Feed

Keep track of what’s happening in your project with a simple activity feed that logs important actions and changes.

What is the Activity Feed?

The Activity Feed is a chronological log of actions taken within your project. It automatically records when team members create issues, make comments, change statuses, or perform other important project activities. This provides a basic audit trail to help teams stay informed about project progress.

What Gets Tracked

The system automatically logs activities for:

Issues and Bugs:

• Issue creation
• Status changes (Open → In Progress → Resolved → Closed)
• Assignment changes
• Comments on issues
• Requests for additional details (screenshots, video clips, log files, device info, steps to reproduce)

Feature Requests (Suggestions):

• Feature request creation
• Status changes
• Comments on feature requests
• Feature request splitting

Support Tickets:

• Ticket creation
• Assignment changes
• Status updates
• Comments on tickets

Releases:

• Release creation

Media Files:

• Screenshot uploads and comments
• Video clip uploads and comments
• Log file uploads and comments

Attachments:

• File attachments added to issues, tickets, or feature requests

Notifications:

• Email notifications sent
• Discord notifications sent

Automation:

• Release follow-up notifications sent
• Release feedback responses received

Who Can See Activities

Activity feeds are restricted to authorized team members:

• Project developers can view all project activities
• Support staff can view project activities
• Project administrators have full access
• Regular testers cannot view activity feeds

Using the Activity Feed

The activity feed appears in different contexts throughout BetaHub:

Project-Wide Activities:

• View all activities across your entire project
• See what all team members have been working on
• Basic chronological listing of recent actions

Issue-Specific Activities:

• View activities related to a particular issue
• See the history of comments, status changes, and assignments
• Track the lifecycle of individual bug reports

Contextual Activity Views:

• Activity feeds automatically show relevant activities based on current page
• Issues page shows issue-related activities
• Tickets page shows ticket-related activities
• Feature requests page shows suggestion-related activities
• Load more activities with simple pagination

Activity Display

Each activity shows:

• Who performed the action (with user avatar when available)
• What they did (created, assigned, commented, etc.)
• When it happened (relative timestamps)
• Entity type (Bug, Ticket, Suggestion, Release, etc.)
• Link to view details of the related item

Activities include content snippets when relevant, such as:

• Brief excerpts from issue descriptions
• Comment previews
• Release descriptions

System Activities

Some activities are performed by automated systems:

• Discord Bot activities when bugs are reported via Discord
• Game Form activities from in-game bug reporting
• System activities for automated processes

These are clearly marked with appropriate icons and labels.

Getting Started

Activity feeds are automatically enabled - no setup required. To use them effectively:

1. Check Recent Activity - Visit your project to see what’s been happening
2. Review Issue History - Look at activity feeds on individual issues to understand their progression
3. Stay Informed - Use activity feeds to keep up with team member contributions
4. Navigate by Context - Visit different project sections (Issues, Tickets, Suggestions) to see focused activity feeds

The activity feed provides a simple way to maintain visibility into your project’s progress without complex dashboards or analytics.

Automation Rules

Automation Rules let you set up automatic actions that fire when new bugs are submitted. Rules can send follow-up messages when required information is missing, or automatically assign devices based on who reported the bug. Define rules once and let BetaHub handle the rest.

Common use cases:

• A tester reports a crash via Discord without uploading logs. BetaHub waits 60 seconds, then sends a friendly message asking for log files — all without developer intervention.
• A member of your “PS5 Testers” Discord role submits a bug. BetaHub automatically assigns “PlayStation 5” as the device on the report, saving the tester from filling it in manually.

How It Works

1. A bug is submitted — either via Discord or the web interface
2. A matching rule triggers — based on the trigger type (e.g., new issue, optionally filtered by tags)
3. The system waits for the configured delay (e.g., 60 seconds), giving the reporter time to upload attachments on their own
4. The condition is checked — for example, is a required attachment missing? Does the reporter have a specific Discord role?
5. If the condition is met, BetaHub performs the configured action — sending a follow-up message, assigning a device, etc.

Setting Up Automation Rules

1. Navigate to Settings → Automations in your project sidebar
2. Click Manage Automation Rules
3. Click New Rule
4. Configure the rule (see sections below)
5. Click Create Rule

Rule Configuration

Each rule has four sections:

General:

• Name — A descriptive name for the rule (e.g., “Ask for logs on crash”)
• Enabled — Toggle the rule on or off without deleting it

Trigger:

• Trigger Type — “Issue created” (fires whenever a new bug is submitted)
• Tags (optional) — Narrow the trigger to issues with specific tags. If no tags are selected, the rule fires for all new issues. Hold Ctrl/Cmd to select multiple

Condition:

Choose what to check before running the action:

Action:

Choose what happens when the condition is met:

Delay:

• Delay (seconds) — How long to wait before checking the condition (0–86,400 seconds). This gives reporters time to upload attachments before receiving a follow-up. A typical value is 60 seconds.

Message Templates

Write your follow-up messages using template variables that get replaced with actual issue data. Use triple curly braces around variable names:

Hi! Your bug "{{{title}}}" appears to be a crash.
Could you please upload your log files so we can investigate?

Available variables:

Custom fields are also available as {{{custom_field_<ident>}}}, where <ident> is the field’s identifier from your custom fields configuration.

Discord Role Conditions

The “Reporter has Discord role” condition lets you run automation actions only for reporters who have specific roles in your Discord server. This is useful when different groups of testers use different hardware — for example, your “PS5 Testers” role members should have their bugs automatically tagged with the PlayStation 5 device.

How it works:

1. When a bug is submitted through the Discord bot, BetaHub captures the reporter’s Discord roles
2. The automation rule checks the reporter’s roles against the roles you selected in the condition
3. If the reporter has any of the selected roles, the action runs

Syncing Discord roles:

Before you can use this condition, your Discord server’s roles need to be synced to BetaHub:

1. Open the automation rule form and select “Reporter has Discord role” as the condition
2. Click the Refresh button — this fetches all roles from your Discord server
3. Once synced, roles appear in the multi-select dropdown
4. Select one or more roles. Hold Ctrl/Cmd to select multiple

Device Assignment

The “Assign device” action automatically sets the device information on a bug report. This saves reporters from manually selecting their device and ensures consistent device data across reports.

Supported device types:

If the issue already has a device assigned, the automation will skip the assignment to avoid overwriting existing data.

Example Rules

Example 1: Ask for logs on crash

Scenario: You want to automatically ask reporters for log files whenever a crash-related bug is submitted and they haven’t uploaded logs within one minute.

When a bug is submitted and tagged as “Performance - Crash” by the AI:

1. BetaHub waits 60 seconds
2. Checks if the reporter has uploaded any log files
3. If no logs are found, sends the custom message via Discord
4. The reporter can reply directly in Discord with the log file attached

Example 2: Auto-assign PS5 for PlayStation testers

Scenario: Your Discord server has a “PS5 Testers” role for community members who test on PlayStation 5. You want bugs from these testers to automatically have the correct device assigned.

When a member with the “PS5 Testers” Discord role submits a bug:

1. BetaHub checks the reporter’s Discord roles
2. Finds a match with the “PS5 Testers” role
3. Assigns “Console — PlayStation 5” as the device on the bug report

You can create similar rules for other platform-specific roles (e.g., “Xbox Testers” → Xbox Series X, “VR Testers” → Oculus Quest 3).

Who Can Manage Rules

• Project developers can create, edit, and delete automation rules
• Organization administrators have full access
• Testers and support staff cannot see or manage automation rules

Tips

• Start with longer delays (60–120 seconds) for “Ask user” rules — give reporters a chance to upload files before bothering them
• Use 0 delay for device assignment — there’s no reason to wait when auto-assigning devices
• Keep messages friendly — reporters are more likely to respond to a conversational message than a formal request
• Use specific tags — avoid triggering on broad parent tags; target specific sub-tags like “Performance - Crash” rather than “Performance”
• Test with short delays — when setting up a new rule, use a 5-second delay to verify it works, then increase to your preferred delay
• One rule per scenario — avoid creating overlapping rules that could send multiple messages for the same issue
• Create one device rule per role — set up separate rules for each Discord role/device combination (e.g., one for PS5 Testers, one for Xbox Testers)

Log Redaction Patterns

Protect tester privacy by automatically hiding sensitive information in uploaded log files. When testers submit bug reports with log files attached, BetaHub can redact usernames, file paths, API keys, and other personal data before developers see them.

Why Redaction Matters

Log files often contain sensitive information:

• User paths like C:\Users\JohnDoe\Documents\MyGame\ reveal real names
• API keys and tokens could be exposed accidentally
• Session data may contain authentication details

Redaction replaces this data with safe placeholders like [REDACTED:Windows User Path], keeping logs useful while protecting privacy.

Predefined Patterns

BetaHub includes built-in patterns for common sensitive data:

The first three patterns are enabled by default for new projects. The Environment Variable pattern is available but not enabled by default. You can toggle any pattern in Settings → Log Redaction.

Creating Custom Patterns

For game-specific sensitive data, create custom patterns:

1. Go to Settings → Log Redaction
2. Click Add Custom Pattern
3. Enter a Pattern Name (appears in redacted output)
4. Enter the Glob Pattern to match
5. Test with sample text using the live preview
6. Save and enable the pattern

Glob Syntax

Patterns use glob syntax for flexible matching:

Common patterns:

• api_key=* – Redacts API keys in query strings
• Bearer * – Redacts authorization tokens
• session_id=* – Redacts session identifiers
• ?:/**MyGame – Redacts full Windows paths ending in your game name

Pattern Tester

Before saving, test your pattern with sample log content:

1. Enter your glob pattern
2. Paste sample text in the Sample Text area
3. See redacted output in the Preview panel
4. The badge shows match count (green = matches found)

This helps verify your pattern works correctly before applying it to real log files.

How It Works

• Patterns apply automatically when log files are uploaded
• Only new uploads are affected (existing logs unchanged)
• Multiple patterns can be active simultaneously
• Predefined patterns can be toggled but not modified
• Custom patterns can be edited or deleted anytime

Getting Help

For assistance with advanced features:

• Join our Discord server for community support
• Check the FAQ for common questions
• Contact support for technical issues

See Also

• Core Features – Feedback management essentials
• Webhooks – Real-time event notifications
• API Access – REST API and authentication
• Managing Feedback – Workflow best practices