Slack: set up
Spoke works best where you work. Follow the steps below to begin Slacking questions to Spoke.
To turn on Slack for your team:
- Go to Spoke Settings
- Select 'Channels'
- Turn Slack option to 'On'
- Click the 'Add to Slack' button
Spoke will connect with Slack and you'll be asked to authorize it.
To create a new request in a channel, make sure that Spoke is invited to the channel you're using. You can Direct Message Spoke as well, if you'd like to keep your request private from the channel.
Once Spoke is invited, all you need to do to start a request is tag Spoke as @Spoke, just like tagging a coworker.
With all new requests, Spoke will first search the knowledge base to see if there are resources ready to respond to your question. If so, the KB will be offered as a potential answer, and you'll be asked if the answer was helpful. (Make sure you tell Spoke Yes, or No)
Creating a request
If Spoke doesn't contain a knowledge base resource that would help, you will be asked if Spoke should find a human to help. Once you have selected "Yes, file a new request." Spoke will start a Slack thread. This allows you to be notified for each update that is made to the request.
To view the request thread that was just created, navigate to "New Threads" or "Spoke" in Slack.
Add more information, or view updates on your request from thread. Because you were @mentioned in this thread, you are a follower of this thread, and will receive notifications for each update to this request.
By replying to this thread, you can add information or view updates to your request.
You can always click the link at the top of the thread to open the request in the web app. Notice that all updates appear in both Slack and the Spoke web app.
You can also @mention other users in Slack if you'd like to add them as followers to the request. They will be added to the request in Spoke as a follower.
Slack's default notification settings notify you if:
- You receive a Direct Message (DM)
- Someone replies to a thread you're following
- Someone @mentions you or notifies a channel that you're in.
- Someone uses one of your Keywords
- You receive a reminder from Slackbot that only you can see.
If you have customized your notification settings, please update them to include notifications for Slack threads.
Update notification settings
Begin by navigating to the downward arrow at the top left of your Slack instance. From the dropdown, choose "Preferences"
From the Preferences page, select the checkbox next to "Notify me about replies to threads I'm following" This allows Spoke to notify you with any updates on your request.
Using App Actions
In any channel where @Spoke has been invited, select the three dots to the right of the message, and look for 'create a request'
If you convert a colleague's slack message, you will both be included on the request. Spoke will confirm your request has been created by @Mentioning in Channel:
- The ‘original messenger’ who wrote the request
- The ‘clicker’ who converted the message into a request.
Make sure to select the correct team for your request. You can also cancel the request from here if you change your mind.
If auto assign is turned on, Spoke will notify the agent assigned via DM. Learn more about Auto-assign here.
For more information on Spoke with Slack, check out our article on creating a request in Slack.