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Home > Assist AI > Getting Started > Configure support channels to receive from and respond to queries
Configure support channels to receive from and respond to queries
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Assist AI allows your internal IT, HR, or Operations teams to streamline requests from various end-users in public channels and gives your agents a centralized set of channels to triage and respond to their requests.

 

How does Assist AI work?

Assist AI works by co-ordinating between two Slack channels – one where your end-users ask questions and one where your support agents triage and respond to those questions.

 

Configuration Steps:

  • Ensure you have the Assist AI app already installed in your Slack workspace.
  • You must be an agent to perform this configuration.
  • Go to the Apps section and click Assist AI app.
  • You would view the Home tab open by default.
  • Click the Manage Channels button. A pop-up window will open.
  • Click + Add Channel button
  • Provide a name and description for the channel mapping.
  • You can, optionally, customize the bot image and name for the channel mapping.
  • Under the "Channel Configuration" section, update the field settings shown.
    • Receive Requests from: Choose the channel where your employees would post their questions. 
    • Requests to: Choose the channel where only your support agents would respond to those questions
  • Important Note 🚨: You must add the Assist AI app to both the "Receive Requests from" and "Requests to" Slack channels for the configuration to work. If both either or both are private channels, you must perform this action prior to the above configuration.

 

 

For more help in performing other advanced configurations, reach out to us at [email protected]

 

Continue reading: Configure answers to automatically respond to user queries

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