Action Block: Slack

This integration is only available on the Business plan or Enterprise plan

This integration enables you to send notifications and chat directly with customers on your website or any other channel on which the chatbot is hosted, providing the ability to resolve all the problems or queries that they might hold more quickly, all inside Slack.

Use case of Integration with Slack:

* Get instant notification
* Resolve queries instantly
* Respond directly through Slack

How do I configure Slack with i-genie?

In order to configure Slack on i-genie, you will need to follow the following steps;

1 – Go to ‘App Market’

2 – Select ‘Slack’

3 – Select ‘Accounts’

4 – Click on ‘Add Account’

5 – Select ‘Workspace’ that you want to add

6 – Click on ‘Arrow’ to configure the account

You can connect one Workspace only on one i-genie account

Slack for Live Chat:

Slack as Live Chat allows you to interact with your visitors directly through Slack, providing them instant resolution to their queries or questions related to product or service.

As a benefit, your agents do not need to learn a new tool, rather converse at the comfort of Slack threads.

Agents will perform live chat on threads only

How do I configure Slack for Live Chat?

On Slack:

1 – Add ‘i-genie’ application on Slack

Click on ‘+’ sign against Apps & look for i-genie to add i-genie application to Slack

2 – Click on ‘Add’ to add the application

3 – Create public channel from where the customer support team can join in the chat

If you are using a private channel, you will need to open integrations and add ‘i-genie’ to that channel

On i-genie:

1 – Add action block on canvas by clicking on ‘+”

2 – Choose Slack for Live Chat

3 – Configure it on the right panel

Workspace:

Select the workspace from the dropdown list where the live chat needs to be configured

Channel:

Select the channel from where the customer support team will take up the chat and interact with the visitors

Assignment Rules:

Assignment rules will define which agent the conversation will be assigned to. You can create up to 10 assignment rules, in case the visitor does not receive a response after X seconds in wait time.

Each rule consists of the team/teammate to whom the chat needs to be assigned, and the wait timeout after the flow moves to the next rule, until a response is sent to the visitor. That is, If the assigned agent doesn’t join the conversation within the specified wait time, the next assignment rule will be invoked.

What actions can be performed on Slack?

View Details:

‘View Details’ will highlight the details about the visitor like city, county, zip code, bot name, browser, language etc..

Re-assign conversation:

You will have the ability to assign the conversation to one of the team members by clicking on ‘Re-assign Conversation’

Close conversation:

The user will be able to close the conversation by clicking on ‘Close Conversation’

Slack for Notification:

Being alert can always be very rewarding. This is especially true in sales, as outcomes are tied towards revenue.

With our Slack for notification integration, you can strategically get notified on your Slack channels, when a visitor reaches a certain point in the chatbot flow.

This allows/enables you to immediately strike conversations with the prospects at just the right time.

How to configure the Slack for notifications?

In order to receive notifications on Slack, you need to follow the following steps; 1

1 – Add action block on canvas by clicking on ‘+’

2 – Choose ‘Slack Notifications’

3 – configure it on the right panel

Workspace:

Select the workspace from the dropdown list where the notifications needs to be received

Channel:

Select the channel where the notification will be posted

The channel needs to be public in order to post the notification

Thread ID:

Depending upon your preference, you can either assign the value or leave it blank. Choosing to use this, will always post the notification inside this thread.

Define Variable:

Define the variable where the thread ID will be stored. This can later be used in the flow

Broadcast Message:

Check the box against ‘Broadcast Message’ if you would like to send the notification across channel

Message:

Define the content of the notification that will be pushed to Slack. You can reference a variable by typing ‘#’ and choosing the variable

You can even format the message using Slack’s formatting.

What actions can be performed on Slack Notification?

Join Conversation: