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- Customer needs to have required subscriptions to access apps on Slack. For more information, see here.
- Set up Slack App - For more information, see here.
- 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.
- The end user email ID must be same for SummitAI application and Slack account. The Digital Agent conversation will start only for valid users registered in SummitAI application.
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- Navigate to Profile > Edit Profile in Summit application.
Figure: Edit Profile - Select Assistant Authentication Details on My Profile
Figure: My Profile - Click Revoke Authentication symbol
Figure: Revoke Authentication
Figure: Success Message
Once the authentication is revoked, the same user with alternate e-mail ID can start conversation with Digital Agent.
Update Ticket
Digital Agent provides you the flexibility to modify or update a ticket. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.
To update the ticket, perform the following steps:
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Escalate Ticket
Digital Agent provides you the flexibility to escalate a ticket. It will be helpful when a ticket is not updated or resolved for a specific time interval. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.
To escalate the ticket, perform the following steps:
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Remind Ticket
Digital Agent provides you the flexibility for ticket reminder. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.
To set a reminder for a ticket, perform the following steps:
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Reopen Ticket
Digital Agent provides you the flexibility to reopen a ticket. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.
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A ticket can be reopened only with status as Resolved. |
To reopen a ticket, perform the following steps:
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You cannot reopen a ticket with status as Closed, In-Progress, Cancelled and New. The following messages are displayed with the status as shown below:
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Cancel Ticket
Digital Agent provides you the flexibility to escalate a ticket. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.
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A ticket with status as Closed cannot be cancelled. |
To cancel a ticket, perform the following steps:
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The selected ticket is cancelled.
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