Using the Answer Bot for Slack integration

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9 Comments

  • Hannah Ashford

    The channel dropdown is never appearing once I select "Add a channel" when attempting to configure Answer Bot.

     

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Hannah Ashford,

    Welcome to the Community! Can you please confirm that you've followed and implanted the steps below when Enabling Answer Bot on a Slack channel.

    1. In the Zendesk App channel, enter /zendesk settings to display the app settings.
    2. In Answer Bot, click Add channel.
      Note: If your Slack workspace has a lot of channels, after clicking Add Channel, please wait up to 10 seconds for the channel dropdown to show.
    3. In Which channel(s) would you like me to listen to and suggest articles for?, select the channel from the dropdown list, and click Next.
    4. From the dropdown list, select the brand articles to recommend in the channel, and click Done.

    Another variable that could be impacting this might be that your Slack workspace has a lot of channels. After clicking Add Channel I'd reccomend wait up to 10 seconds for the channel dropdown to show.

    Let us know if these were the setup sets you implemented. If so and you are still experiencing issues, we'll be happy to troubleshoot this further. 

    Best regards.

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  • Hannah Ashford

    Yes, I followed all of those steps until step 3. The dropdown never appeared (I waited much longer than 10 seconds).

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Hannah,

    It looks like you never received a response on this post. Are you still experiencing issues with setting up this integration? Any chance you could provide a screenshot of what you see on your end?

    Let me know!

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  • Josh

    Can you build this for Facebook Workplace! Great feature

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  • Chad Kocherhans

    Are we able to specify labels to limit the articles that answer bot queries?

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  • Nicole Woods

    Tagging on to Chad's question. Answer Bot is occasionally showing articles via Slack that are supposed to be restricted to Agents only. I use the tag "use_for_answer_bot" to restrict Answer Bot to only use those articles for requests via our help center or support email, so I would assume the Slack integration would do the same, but... unfortunately it's not. I just don't want an end user to inadvertently get proprietary info. 

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  • Michael Chun

    Big +1 to Nicole above. 

    My team would LOVE to integrate this into ZenDesk but with the base permissions set within Help Center not working in the Slack integration we are moving away from it as we'd have to completely migrate all internal documents out of our Help Center to avoid user visibility on things they shouldn't see.

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  • Nicole Woods

    Ha! Michael, I've literally been migrating all of our internal articles out of Zendesk this past week! It's a workaround but definitely not ideal b/c our agents would rather see all articles in the same place.

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