Integrating Slack with Digital Agent vDigitalAgentV2.0.0

Owned by Enterprise IT
Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment
3 min read

Overview

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 feeded-in to the Digital Agent. 

Note

Reset Dialogues and Conversation Downloads are not possible in Slack channel, and only possible in Webchat.


Business Benefits 

  • Automated Support for hybrid users through Slack channel.
  • Increased CSAT and efficiency with useful chat support. 

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 SummitAI application and Slack account. The Digital Agent conversation will start only for valid users registered in SummitAI 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 icon. The Apps page is displayed. The Digital Agent Chat Window appears. Start conversation with Digital Agent. The Digital Agent respond back with your queries accordingly. 


    Figure: Digital Agent – 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.

Example:

 Amanda, the end-user, has two different profiles with following two different e-mail IDs:

Now, if Amanda is already in a converstaion with Digital Agent with the profile having e-mail ID as Amanda@zacme.com, then Amanda will not be able to converse with Digital Agent with another profile having e-mail ID as AmandaM@zacme.com at the same time.

Perform the following steps to allow same user to login with multiple email IDs to Digital Agent at the same time:

  1. Navigate to Profile > Edit Profile in Summit application.


    Figure: Edit Profile

  2. Select Assistant Authentication Details on My Profile


    Figure: My Profile

  3. 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. 


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