Slack

Digital Agent provides you the flexibility to leverage communication channels such as Microsoft Teams and Slack to interact with Digital Agent. Start your conversation with Digital Agent on one of the widely used communication channel across organizations – Slack. Add more flexibility with different channels and make support agents productive day one with Digital Agent. It allows end user(s) to type their actions in the form of questions. It connects quickly and answers accordingly related to Incident Management or Service Request requirement that is fed-in to the Digital Agent.

Figure: Business benefits

Prerequisites

1. Customer needs to have required subscriptions to access apps on Slack. For more information, see here.
2. Set up Slack App - For more information, see here.
3. The app (Digital Agent) must be published or enabled to have access by the end-user. For more information on how to search and add a required app, refer to Slack Help Documentation.
4. The end user email ID must be same for APEX application and Slack account. The Digital Agent conversation will start only for valid users registered in APEX application.

Start conversation with Digital Agent using Slack

To start a conversation with Digital Agent, perform the following steps:

1. Log in to Slack. Click Apps > Digital Agent.
   The Digital Agent Chat Window appears. Start conversation with Digital Agent. The Digital Agent respond back with your queries accordingly.
   Figure: Slack – Chat Window
   
   Based on the end-user utterance to log an incident or log an SR the relevant Knowledge Articles are displayed. A sample screenshot is shown below:
   Figure: Knowledge Articles Display
   Click Show More to view detailed knowledge article and Video URL to view the relevant video. It will open the relevant article or video in next tab.
   

Invalid User and Duplicate User Scenarios

Invalid User

The Digital Agent displays the following message if the user’s email ID is not registered with Summit application.
Figure: Invalid User

In this scenario, Digital Agent will not start the conversation.

Duplicate User 

The Digital Agent displays the following message if the user’s email ID is already linked with Slack and the same user attempts to start conversation with alternate e-mail ID.

Figure: Duplicate User

In this scenario, Digital Agent will not start the conversation.