Slack: set up
askSpoke works best where you work. Use this guide to connect Slack and begin Slacking questions to askSpoke!
To integrate Slack for your team
- In askSpoke, navigate to Settings
- Select Integrations
- Under Slack, click Connect
- Click Add to Slack
askSpoke will connect with Slack and you will be asked to authorize the connection.
Coach askSpoke using Slack
Once you have authorized askSpoke's connection to Slack, it's time to make sure it works!
- Add @askSpoke to any public channel used by your team
- DM @askSpoke the questions you asked earlier
- If askSpoke is confident in the answer, you will receive a relevant knowledge base resource in reply. Asking the same questions from different channels helps askSpoke learn, and become more confident in answering for you!
Once askSpoke is invited to a channel, all you need to do to start a request is tag askSpoke as @askSpoke, just like tagging a coworker.
With all new requests, askSpoke will first search the knowledge base to check if there are resources available which answer 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 askSpoke Yes, or no! (Yaaas, Y, Yep, Thank you, :Thumbsup: all work as well)
Creating a request
If askSpoke doesn't contain a knowledge base resource that answers your question, you will be asked if askSpoke should find a human to help. Once you have selected Yes, file a new request. askSpoke 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 "askSpoke" in Slack.
Add more information, or view updates on your request from thread. Because you were @mentioned in this thread, you are a follower, 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 askSpoke 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 askSpoke as a follower.
Request status in Slack
You can change status in Slack by selecting the dropdown you see in the thread. This dropdown is only visible by the person who is working the request.
Choose a new status in Slack to close a request, or mark it as pending.
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 askSpoke to notify you about any updates to your request.
Slack App actions
File a request
Simply click on the "..." menu on hover for any Slack message. Click on "More message actions," from there, search for "Ask askSpoke" and that's it! Slack will surface this app action for you in this menu going forward.
If you convert a colleague's slack message, you will both be included on the request. askSpoke will first search the knowledge base for a relevant article and ask you (the clicker) to confirm the information is correct in a whisper message before sending it to the channel.
Once you select "Ask askSpoke" askSpoke will search the knowledge base to find a resource that may help.
Use the Buttons to reply:
- Choosing "This helps" will post the Knowledge resource in the channel
- Choosing "This doesn't help" will show a request preview which allows the request details to be edited before being filed.
If Auto-assign is turned on, askSpoke will notify the agent assigned via DM. Learn more about auto-assign here.
For more information on askSpoke with Slack, check out our article on creating a request in Slack.