Using the Answer Bot for Slack integration

The Slack for Zendesk integration includes the Answer Bot for Slack integration.

The integration implements Answer Bot in Slack so you can get help without waiting for someone to reply. It listens on selected Slack channels and resolves questions by providing article suggestions from your Guide knowledge base.

Answer Bot for Slack is a free feature available in the Slack for Zendesk integration if you are on the Professional plan.

This article includes the following topics:

• About the Answer Bot for Slack integration
• Adding Answer Bot to a Slack channel
• Removing Answer Bot from a Slack channel
• Editing Answer Bot settings for a Slack channel
• Asking a question in Slack

For more information about Answer Bot and the Slack for Zendesk integration, see the following articles:

• Understanding everywhere you can use Answer Bot
• Using the Slack for Zendesk integration

About the Answer Bot for Slack integration

This feature is built on top of the Slack for Zendesk integration. It is automatically available when you install the Slack for Zendesk integration. After the integration is installed, Zendesk admins can use Admin Center to add Answer Bot to Slack channels.

Note: The Answer Bot for Slack integration only works for Answer Bot-supported languages. See Languages supported in Answer Bot for more information.

Adding Answer Bot to a Slack channel

Zendesk administrators can add Answer Bot to specific Slack channels in Admin Center. Answer Bot can be added to public and private channels. You must have access to the private channels to add Answer Bot to them.

You first need to install the Slack for Zendesk integration and activate Answer Bot for this feature to be available.

To add Answer Bot to a specific channel

1. In Admin Center, click Apps and integrations in the sidebar, then select Integrations > Integrations.
2. In the Slack section, click View.
3. Click Configure under the name of the Slack workspace you want to configure.
4. Click the Answer Bot tab.
5. Click Add Answer Bot.

   The Add Answer Bot page appears.

   

6. In the Slack Channel field, select the channel where you want to add Answer Bot.

   The dropdown list displays public and private channels (that you have access to) where Zendesk is invited and Answer Bot is not already set up.

   The Slack channel list includes private channels that you are a member of. If the app is a member of a private channel that you're not a member of, you won't see it here until you are also invited to that channel.

   If you don't see your private channels in Zendesk (and you do see them in Slack), make sure you added the Zendesk app to these channels. Also, ensure that your default email in Zendesk matches your Slack email address.

7. In the Brand field, select the brand to associate with this Answer Bot.
8. In the Segments field, select user segments to refine article recommendations by user segment.
9. Click Save.

Answer Bot is added to the channel.

A message appears in the Slack channel, notifying users that Answer Bot is now available.

Removing Answer Bot from a Slack channel

To remove Answer Bot from a Slack channel, you need to delete it. Deleting Answer Bot from a channel removes it from that channel only. You can’t recover it after you delete it.

To delete Answer Bot from a Slack channel

1. In Admin Center, click Apps and integrations in the sidebar, then select Integrations > Integrations.
2. In the Slack section, click View.
3. Click Configure under the company name.
4. Click the Answer Bot tab.
5. Click the options menu () next to the channel, then click Delete.

Editing Answer Bot settings for a Slack channel

After you’ve added Answer Bot to a channel, you can update the settings. The changes take effect within the Slack channel immediately after you save them.

To edit Answer Bot settings for a Slack channel

1. In Admin Center, click Apps and integrations in the sidebar, then select Integrations > Integrations.
2. In the Slack section, click View.
3. Click Configure under the company name.
4. Click the Answer Bot tab.
5. Click the options menu () next to the channel, then click Edit.
6. Update the Answer Bot settings as needed.
7. Click Save.

Asking a question in Slack

Answer Bot listens on configured Slack channels and offers article suggestions when a question is posted. Answer Bot only listens on Slack channels and does not interact with direct messages in Slack.

To ask a question using Answer Bot in Slack

1. Post a question in the Slack channel containing at least five words ending with a question mark. Answer Bot responds to the question by starting a thread.
2. Click Yes or No to indicate whether your question is answered.
3. If more than one article is found, click More suggestions to see additional articles.
4. Click the article number button if it answers your question, or None of the above if a suitable answer is not provided.

Your response to article suggestions is visible in the form of a green tick or red cross emoji reaction after the question. This is particularly useful in a busy Slack channel. It indicates to other members of the channel whether the question was successfully resolved or whether it needs someone to respond.

If the suggestion doesn’t answer your question, you can create a ticket directly from Slack by clicking Submit a Request. For more information on submitting and viewing tickets created in Slack, see Using the Slack for Zendesk integration.