Been playing around with virtual agent a fair bit integrating with our Slack channels.
We currently have a few internal tools where we have slack channels for support and announcements. In our organisation as a whole we have already a tonne of slack channels.
I notice that we tend to have a lot of the same questions popping up or at least questions that can easily be resolved from our knowledge base. I've been testing using the virtual agent to answer these immediately and to prevent a human from having to copy paste it each time. Where the virtual agent isn't able to resolve then we can have a human in the same Slack thread and they can raise a ticket if required.
As we use this channel as well from any announcements (e.g. outages, new releases etc.) I was wondering if there was a way here to not have the virtual agent respond to those announcements but rather just the user queries and issues? I see setting up an announcements channel would solve this but I'm trying to avoid creating yet another channel if possible! Keen to hear how people are tackling this!
