Duplicate closing statements from assist

[Wade H]

I have been seeing these duplicate closing statements from Assist at the end of each  thread, one after you have rated the experience and then 1 hour later another one shows up. Can this last one be removed it seems redundant.



thanks,
-wade

[Dr Valeri Colon _Connect Centric_]

Did you figure this one out yet Wade?

Investigate: 

1. Review Assist Configuration in Slack: Check the configuration settings for the Assist app within Slack. Ensure there are no overlapping or redundant configurations for notifications and closing messages. Look specifically for any options related to feedback and closing messages to see if there’s a setting that sends a follow-up message after the initial closing statement.

2. Check Assist Integration Settings: If you’re using a third-party integration for Assist, verify its settings. Some integrations have their own notification configurations that might be causing the duplicate messages. Ensure that only one instance or integration of Assist is active to avoid duplicate notifications.

3. Slack Automation Rules: Examine if there are any Slack automation rules, workflows, or bots that might be triggering the duplicate messages. Check your Slack workspace’s automation settings and look for any rules related to Assist or feedback messages.

4. Slack App Permissions and Events: Verify the permissions and events configured for the Assist app in Slack. It’s possible that the app is set to respond to multiple events, leading to duplicate messages. Look at the event subscriptions in the Slack app settings to ensure only the necessary events are selected.

5. Check for Updates or Known Issues: Look for any available updates for the Assist app or integration. Sometimes, updates include fixes for bugs related to notifications and messaging. Search the Assist and Slack support pages or community forums for any known issues related to duplicate closing statements.

6. Contact Support: Assist or Slack support teams for help.

Resolve:

1. Adjust Notification Settings: Go to the Assist app settings in Slack and disable any unnecessary or duplicate closing notifications. Ensure that only one type of closing message is enabled to prevent redundancy.

2. Disable Follow-Up Messages: If Assist has an option to send follow-up messages, consider disabling it or adjusting the timing to prevent it from sending a second closing statement after an hour.

3. Streamline Automation Rules: Simplify or consolidate any Slack automation rules that might be triggering multiple messages from Assist. Focus on having a single, clear rule for closing threads or sending closing statements.