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0:07
Hello everyone. In this video, we are
0:10
going to see how to auto invoke Slack
0:14
channel expert using workflow form.
0:21
The use case uh uh I have uh used for
0:25
this uh video is I have created a slack
0:29
channel called support.
0:34
In this uh Slack channel I have created
0:37
a workflow for support request. If
0:40
somebody runs this support request uh
0:43
flow,
0:45
it will ask them to give some uh
0:47
information about the support they are
0:49
requesting for and also they will be
0:52
able to select the priority of the
0:54
support request. Once it is done,
0:58
I wanted the Slack agent
1:02
channel expert to assist on the support
1:06
request.
1:08
By doing this uh automation, I I was
1:11
able to achieve less human interaction
1:15
on repetitive tasks so that the human
1:19
representatives will be able to assist
1:21
on complex tasks and issues.
1:29
The first step is we have to configure
1:33
the channel expert agent. In order to do
1:36
that, first go to your
1:39
Slack channel here. Select more actions
1:42
and click edit settings.
1:46
Go to the agents tab and then you should
1:48
be able to add the channel expert. If
1:52
you are unable to add then you should uh
1:56
have channel expert added in your
1:59
workspace. So you have to reach out to
2:01
your sale uh slack admin so that the
2:05
channel expert is added.
2:08
If you want you can add Salesforce agent
2:10
force agents also to your um slack
2:14
channel but here we are going to make
2:16
use of the AA agent channel expert.
2:20
Okay. Once this is done
2:23
select edit agent settings. Here
2:28
uh you can select the sources for the AA
2:32
agent channel expert to assist.
2:35
There are two options. One you can make
2:38
use of all channel content messages and
2:41
fields files and one more option is only
2:44
specific content you add uploaded files
2:48
canvases or lists. So here I have added
2:53
two files.
2:55
One is advertisement FAQ and the other
2:57
one is asset FAQ. So two PDF files I
3:00
have added. So in this slack channel
3:04
if somebody at mentioned the AA agent
3:07
channel expert then it will make use of
3:10
the content that is available in these
3:12
files to assist.
3:18
Okay. So now the agent is added. Now go
3:21
to workflows tab in the slack channel.
3:25
You can create a new channel sorry new
3:28
workflow with the help of add workflow
3:31
link. I have already created a workflow.
3:35
Let's look at that workflow. So if we if
3:37
I go to more actions and click
3:41
edit workflow I will be able to show
3:44
you. So here the event I have selected
3:47
is starts from a link in Slack. So this
3:50
is the event I have selected. Then I
3:54
have made use of collect info in a form.
3:58
So using this option I was able to
4:02
add two questions. Please share your
4:05
request which is a rich text composer
4:07
and the priority which is a drop-down.
4:10
If you want you can add multiple
4:12
questions.
4:13
You can also preview your form.
4:18
Okay. Next you can make use of add step
4:22
button so that you can add multiple
4:24
steps. In order to invoke the channel
4:27
expert AA agent
4:30
we have to at mention the channel expert
4:33
AA agent. For that I have made use of
4:36
send a message to channel where the
4:38
workflow was used
4:40
and then I have set what is the priority
4:43
they have selected what is the request
4:45
they have given and um who have
4:49
requested it and on the top I have at
4:52
mentioned the channel expert please help
4:55
on the following. So this is how I have
4:57
done. So here I have at mentioned the
5:00
channel um expert AA agent. So if
5:04
somebody runs this flow,
5:06
it will collect the information. It will
5:09
send a message to the slack channel in
5:12
the message
5:14
it is at mentioning the AA agent channel
5:18
expert and with the help of all this
5:20
information and with the sources
5:23
whatever we have selected in the agent
5:26
settings the channel expert AA agent
5:29
will assist. Let's see a demo.
5:33
So I am on the support slack channel.
5:37
Here I'm going to run the
5:40
support request flow. Here I'm going to
5:43
ask
5:45
how to change the asset payment plan.
5:50
So this is a question I need help. I'm
5:52
going to select the priority as medium.
5:55
If I click submit, it will post a
5:58
message and then it will atmention
6:01
channel expert.
6:03
Since at channel expert is uh added in
6:07
the message since the channel expert is
6:10
mentioned, it will help on the request
6:14
that was sent.
6:17
So now the AA agent is trying to assist
6:22
on the support request. So if I click
6:25
the reply,
6:27
it was able to give a perfect
6:31
information and then since it is a
6:34
repetitive task instead of uh getting
6:37
help from the human agent, the AA agent
6:40
channel expert was able to assist here.
6:43
The channel expert a AA agent was auto
6:46
invoked
6:48
with the help of at mentioning the AA
6:51
agent channel expert in the Slack
6:53
channel message.
7:06
Please check the video description. In
7:08
the video description, I have shared my
7:10
blog post. From the blog post, you will
7:12
be able to see all the steps with few
7:16
screenshots for your reference.
7:27
I hope it was helpful.
7:40
Thank you for watching.
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