Slack: set up

Updated 1 month ago by Andrew White

Spoke works best where you work. Use this guide to connect Slack and begin Slacking questions to Spoke!

Set up

To integrate Slack for your team

  1. In Spoke, navigate to Settings
  2. Select Integrations
  3. Under Slack, click Connect
  4. Click Add to Slack

Spoke will connect with Slack and you will be asked to authorize the connection.

Coach Spoke using Slack 

Once you have authorized Spoke's connection to Slack, it's time to make sure it works! 

  1. Add @Spoke to any public channel used by your team
  2. DM @Spoke the questions you asked earlier
  3. If Spoke is confident in the answer, you will receive a relevant knowledge base resource in reply. Asking the same questions from different channels helps Spoke learn, and become more confident in answering for you! 
If Spoke doesn't reply with an answer, never fear! Navigate back to the web interface and answer these questions again.  This helps Spoke's machine learning each time. Some admins prefer to start a specific Spoke channel to make all their requests

Once Spoke is invited to a channel, 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 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 Spoke Yes, or no! (Yaaas, Y, Yep, Thank you, :Thumbsup: all work as well)

Creating a request

If Spoke doesn't contain a knowledge base resource that answers your question, 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, 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.

Please note: You will need to navigate to the web app to change request title, requester, or mark a request as done.

Notifications

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 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 Spoke" 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. Spoke 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 Spoke" Spoke 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, 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.


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