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Can Customers can connect through Slack for asking information?

Santhosh February 14, 2024

Need to know information about the Virtual agent.

Does customers get access for slack and the AI. 
It's getting me confused. Is the Virtual agent only for Jira users or agents ?

 

3 answers

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Kate Stewart
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April 15, 2024

@Perisic Nikola Question i have on the AI and connected virtual slack channel. If someone asks a question in the channel, is their question visible to everyone and public? or is it a type of channel that you can ask questions but doesn't show other people the question?

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Kai Becker
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February 14, 2024

Hi @Santhosh 

a detailed step by step guide on how to setup virtual agent using Slack can be found here.

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Perisic Nikola
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February 14, 2024

Hello @Santhosh 

Yes, customers get the access to the AI once it gets implemented to the Slack channel. When this has been done, customer asks a question, a ticket is automatically being created in a service desk project. 

Also, you need to create a workflow on which will virtual agent answer the questions and solve the issues of the customers. Of course, as the question gets complex, the workflow also needs to be complex in order to solve the problem.

Santhosh February 14, 2024

Makes Sense.

But once activating, if the customer is not using Slack. 
Do we need to add him to Slack through the organization ?

@Perisic Nikola @Kai Becker 

I have activated the AI and connected Virtual agent through Slack, Now I created a request channel for customers,

  • How can they know about those channels ?
  • How can we add him if he is only customers ?
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Perisic Nikola
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February 14, 2024

Yes, they need to be added through Slack so they can make requests or ask questions.

You should be able to invite these users to your Slack channel that is for the customers.

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