Channel Configuration: Enabling Assist AI to respond to queries and create tickets in public and private Slack channels

Using the new channel configuration, Assist AI can be leveraged to respond to employee queries posted directly on Slack Public and Private Channels.

Admins can configure how Assist AI should work within their slack public and private channels. Assist AI can,

• Respond to the queries posted in the channels by instantly providing suggestions.
• Create tickets in HappyFox help desk and notify the ticket details in the message thread instantly.

The steps to configure slack channels and Assist AI behaviour in those channels is explained below.

Pre Requisite: Assist AI should be added to the Slack channel by following any one of the steps below.

1. Add Assist AI to your preferred Slack channel(s), by mentioning @Assist AI in the channel, Slack will then prompt to invite or add Assist AI to the respective channel. 

2. Alternatively, you can add the Assist AI by navigating to Channel settings > Integrations > Apps then, click Add an App and add Assist AI.

New Channel module and the channel configuration(s) in Assist AI:

Once Assist AI is added to the channels, you can set up how Assist AI behaviour should be in those channels from the Channels module. Note: The channel sync might take a few seconds.

• In the Channels > List view. You can see the list of all the slack channels to which you have added Assist AI.

Channel Configuration in Assist AI

Case 1: When "Should Assist AI post ticket info & updates publicly in the channel?" is set to No. Ticket information needs to be privately shown to the requester

Assist AI Behaviour and Function:

• In this mode, when a user posts a question in the channel, they need to mention @Assist AI along with the question in order for Assist AI to recognise and respond to the question. 
• Suggestions provided by Assist AI are Private to the user who posted the question.
• When a requester creates a ticket, the ticket creation and ticket updates and notifications will be Private to the requester. (within the Assist AI app > Messages section)
• The other channel member(s) cannot see ticket creation and ticket updates and conversation(s) in the channel.
• All conversions between the user and Assist AI are Private or in DM (Direct Message), and not updated in this channel.
• When Assist AI is added to a public or private Slack Channel for the first time, this is the default configuration for the added channel.

Case 2: When "Should Assist AI post ticket info & updates publicly in the channel?" is set to Yes, Slack channel members can view ticket information and reply to the ticket thread

Assist AI Behaviour and Function:

• In this mode, when a user posts a question in the channel, Assist AI will automatically recognise and respond to the question based on the configuration done.
• They don't have to mention @Assist AI along with the question in order for Assist AI to recognise and respond to the question.
• Suggestions provided by Assist AI are Private to the user who posted the question.
• When a requester creates a ticket, the ticket creation and ticket updates and notifications will be Public. The other channel member(s) can see ticket creation and ticket updates and conversation(s) in the respective message thread.
• All conversions between the user and Assist AI are Public to the channel members in this channel.

You can also configure "How you want Assist AI to create tickets?" in this case.

2.1. Create tickets automatically 

• Once a requester posts a message in this channel, Assist AI will automatically create a ticket. 
• If it is automatic ticket creation then you can choose the category in which the ticket needs to be created

2.2. Provide Suggestions and Create tickets manually

• Once a requester posts a message in this channel, Assist AI will provide suggestions. The requester can choose to manually create a ticket if required by clicking on the Create Ticket action button.
• Choose the Categories in which the users can create tickets
  • Admins can restrict or limit the categories in which the requesters can create tickets from this channel.
  • Here they can select the categories in which the requesters can create tickets from this channel.
• Choose a Category to be pre-selected in create ticket form (Optional)
  • The Category that needs to be pre-selected in the create ticket form can be configured here.

2.3. Do not provide Suggestions and Create tickets manually

• Once a requester posts a message in this channel, Assist AI will not provide any suggestions. The requester can choose to manually create a ticket if required. 
• Choose the Categories in which the users can create tickets
  • Admins can restrict or limit the categories in which the requesters can create tickets from this channel.
  • Here they can select the categories in which the requesters can create tickets from this channel.
• Choose a Category to be pre-selected in create ticket form (Optional)
  • The Category that needs to be pre-selected in the create ticket form can be configured here.

Other details

• The requestor and the agents part of that channel, will receive the ticket created notification in DM as well (Notification inside the Assist AI app under the Apps section in the left pane), with a speaker icon to differentiate DM requests from channel requests.

• The requestor can leave feedback for Assist AI suggestions in the DM notification, while the agent can perform quick actions using the DM notification.
• If you do not wish to receive notifications in both channel and DM, you can turn off notifications for that thread in the channel.