Slack

Important: The Slack integration allows you to connect an AI Employee to your Slack workspace, enabling it to respond to messages in channels and direct messages. Perfect for internal support, HR assistance, IT helpdesk, and team collaboration.

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🔢 Table of Contents

1. Overview
2. Prerequisites
3. Installation Steps
4. Configuring Your AI Employee
5. Using the AI Employee in Slack
6. Managing Connections
7. Common Use Cases
8. Troubleshooting
9. Best Practices

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1. Overview

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What This Integration Does

• Respond to direct messages from team members
• Participate in public and private channels
• Answer questions using your knowledge base
• Provide instant support for common requests
• Execute tools (forms, APIs, etc.) within Slack
• Escalate to human team members when needed

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Key Features

• Multi-Workspace Support: Connect to multiple Slack workspaces
• Channel Flexibility: Add bot to any public or private channel
• Direct Messages: 1-on-1 conversations with team members
• Thread Support: Maintains context within threaded conversations
• Mentions: Responds when @mentioned in channels
• Knowledge Access: Searches connected datastores for answers
• Tool Integration: Uses forms, APIs, and other tools
• Human Handoff: Transfers complex questions to team members

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Common Use Cases

• Password reset instructions
• Software troubleshooting
• Access request guidance
• Technical documentation lookup

• Company policy questions
• Benefits information
• PTO/leave policies
• Onboarding guidance

• Product information for sales team
• Pricing and proposal templates
• Competitive intelligence
• Sales playbook access

• Meeting scheduling help
• Project documentation search
• Process and workflow guidance
• Quick answers to common questions

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2. Prerequisites

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Before You Begin

1. Go to AI Employees
2. Click “Create AI Employee”
3. Configure settings and instructions
4. See AI Employee Guide for details

• Company policies and procedures
• Product documentation
• Technical guides
• HR handbooks
• FAQs for common questions

1. Open AI Employee settings
2. Go to Tools tab
3. Add Datastore Tool
4. Select your internal knowledge datastores
5. Save configuration

• Admin permissions in your Slack workspace
• Ability to install apps in Slack
• Permission to add bots to channels

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3. Installation Steps

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Step 1: Access Integration Settings

1. Log in to your ZappWay dashboard
2. Navigate to AI Employees
3. Select the AI Employee you want to connect to Slack
4. Click “Integrations” or “Connect” button
5. Find and select Slack from the list

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Step 2: Connect to Slack Workspace

1. In the Slack integration modal, click “Connect to Slack”
2. You will be redirected to Slack’s authorization page
3. Select the workspace you want to install the bot in
4. Review the permissions requested:
   • Read messages and content
   • Post messages
   • Access user information
   • Join/leave channels
5. Click “Allow” to authorize the integration

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Step 3: Complete Installation

1. You will be redirected back to ZappWay
2. Confirmation message appears: “Connected successfully”
3. Your workspace name appears in the Active Connections list
4. The bot is now available in your Slack workspace

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Step 4: Add Bot to Channels

1. Open Slack and navigate to the channel
2. Click the channel name at the top
3. Select “Integrations” tab
4. Click “Add an App”
5. Search for your bot name (matches AI Employee name)
6. Click “Add”

1. Click the ”+” next to “Direct Messages” in Slack sidebar
2. Search for your bot name
3. Start a conversation

1. Open the private channel
2. Type /invite @BotName in the message field
3. Press Enter to add the bot

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4. Configuring Your AI Employee

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Recommended Instructions for Slack

You are an internal assistant for [Company Name]'s Slack workspace.
Your goal is to help team members quickly find information and solve common problems.

PERSONALITY:
- Friendly and professional
- Helpful and patient
- Concise but thorough
- Respectful of everyone's time

CAPABILITIES:
- Answer questions about company policies
- Look up information in documentation
- Provide technical support guidance
- Help with HR and benefits questions
- Assist with common IT issues
- Find relevant internal resources

PROCESS:
1. Greet team members warmly (if first interaction)
2. Understand their question or issue
3. Search knowledge base for accurate information
4. Provide clear, actionable answers
5. Offer additional help if needed
6. Escalate to specific team members when necessary

KNOWLEDGE SOURCES:
When answering questions:
- Always search the knowledge base first
- Cite sources when providing information
- If unsure, say so and offer to connect them with the right person
- Never guess or make up policies

WHEN TO ESCALATE:
- Personal or sensitive HR matters
- Technical issues requiring hands-on troubleshooting
- Policy exceptions or special requests
- Anything requiring manager approval
- Situations beyond your knowledge base

SLACK ETIQUETTE:
- Use threads to keep conversations organized
- Be mindful of channel topics
- Don't spam channels with lengthy responses
- Use formatting (bold, lists) for readability
- Respond promptly during business hours

Always be helpful and empower team members to solve problems independently when possible.

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Slack-Specific Configurations

When responding in Slack:
- Use *bold* for emphasis
- Use `code blocks` for technical terms
- Use bullet points for lists:
  • Point one
  • Point two
- Keep messages concise (under 200 words when possible)
- Break long responses into multiple messages

When @mentioned in a channel:
- Respond directly to the mention
- Use threads to keep conversations organized
- Acknowledge the question before searching for info
- Example: "Let me look that up for you! 🔍"

In direct messages:
- Be more conversational and personable
- Provide more detailed explanations
- Follow up to ensure issue is resolved
- Offer to continue in a specific channel if relevant to others

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5. Using the AI Employee in Slack

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Interacting in Channels

@SupportBot How do I reset my password?

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Direct Messages

1. Click on the bot name in the sidebar
2. Type your question or request
3. Bot responds instantly

You: Hey, what's the PTO policy?

Bot: Hi! Our PTO policy includes:

- 15 vacation days per year
- 10 sick days per year  
- 8 company holidays
- PTO accrues monthly

To request time off:
1. Submit request in BambooHR
2. Get manager approval
3. Add to team calendar

Need help with anything else?

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Using Tools in Slack

Bot: I can help you submit an IT request. Please fill out this form:

[Form Button]

Or type your request details here.

You: Check status of ticket #12345

Bot: Looking that up... 🔍

Ticket #12345:
Status: In Progress
Assigned to: Jane Smith
Priority: Medium
Updated: 2 hours ago

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6. Managing Connections

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Viewing Active Connections

1. Go to AI Employee → Integrations
2. Click Slack integration
3. See list of connected workspaces

• Workspace name
• Connection date
• Status (Active/Inactive)

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Disconnecting a Workspace

1. Open Slack integration settings
2. Find the workspace in Active Connections list
3. Click the × (close) button next to the workspace name
4. Confirm disconnection

• Bot is removed from the workspace
• Cannot send/receive messages
• Existing message history remains in Slack
• Can be reconnected anytime

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Connecting Multiple Workspaces

1. Click “Connect to Slack” again
2. Choose a different workspace from the dropdown
3. Authorize the app
4. Both workspaces now appear in Active Connections

• Company with multiple Slack workspaces
• Different workspaces for departments
• Testing in a sandbox workspace

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Reconnecting After Disconnection

1. Go back to Slack integration settings
2. Click “Connect to Slack”
3. Reauthorize the workspace
4. Connection is restored

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7. Common Use Cases

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IT Helpdesk Automation

• IT troubleshooting guides
• Software documentation
• Access request procedures
• Password reset instructions

You are the IT Support Bot. Help team members with technical issues.

Common requests:
- Password resets → guide to self-service portal
- Software issues → search troubleshooting docs
- Access requests → provide form link
- Hardware problems → escalate to IT team

Always ask clarifying questions before providing solutions.

User: My laptop won't connect to WiFi

Bot: I can help with that! Let's troubleshoot:

1. Are you getting any error messages?
2. Are you in the office or working remotely?
3. Have you tried restarting your laptop?

Based on your answers, I'll provide the right solution.

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HR Assistant

• Employee handbook
• Benefits documentation
• PTO policies
• Expense policies
• Onboarding guides

You are the HR Assistant. Help employees with HR-related questions.

You can answer:
- PTO and leave policies
- Benefits enrollment
- Expense reimbursement
- Company policies
- Onboarding information

For sensitive matters (performance reviews, complaints, personal issues),
direct employees to speak with their HR Business Partner.

User: How does parental leave work?

Bot: Great question! Here's our parental leave policy:

**Eligibility:** All full-time employees

**Duration:**
- Birth parent: 16 weeks paid
- Non-birth parent: 8 weeks paid

**How to apply:**
1. Notify your manager 8 weeks in advance
2. Submit form in BambooHR
3. Coordinate with HR

Want to know more about benefits during leave?

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Sales Enablement

• Product documentation
• Pricing guides
• Sales playbooks
• Competitive analysis
• Case studies

You are the Sales Assistant. Help the sales team find information quickly.

You provide:
- Product details and features
- Pricing information
- Competitive comparisons
- Sales playbook guidance
- Case study references

Help sales reps close deals by providing accurate, timely information.

User: What are the key differences between our Pro and Enterprise plans?

Bot: Here's a quick comparison:

**Pro Plan:**
- Up to 50 users
- Standard integrations
- Email support
- $99/month

**Enterprise Plan:**
- Unlimited users
- Custom integrations
- Dedicated account manager
- Priority 24/7 support
- Custom pricing

Key selling points for Enterprise:
- Scalability for growing teams
- Priority support for mission-critical use
- Custom integrations for unique workflows

Need pricing details or a proposal template?

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Onboarding Assistant

• Onboarding checklist
• Company culture guide
• Tool setup instructions
• Team directory

You are the Onboarding Assistant. Help new hires get up to speed.

Week 1 focus:
- Account setup
- Tool access
- Team introductions
- First week checklist

Always be welcoming and patient. New hires have lots of questions!

New Hire: Hi! It's my first day. Where do I start?

Bot: Welcome to the team! 🎉

Here's your first day checklist:

✓ Set up your accounts (you should have received emails)
✓ Join these Slack channels:
  • #general
  • #your-team-name
  • #random
✓ Complete IT setup (ping @IT if you need help)
✓ Review the employee handbook (linked in your email)
✓ Schedule 1:1s with your team

Your manager is @ManagerName. They'll reach out shortly!

Any questions? I'm here to help all week!

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8. Troubleshooting

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Bot Not Responding in Channels

1. Verify bot is in the channel:
   • Type /invite @BotName to add it
   • Check channel integrations list
2. Check bot permissions:
   • Bot needs permission to read and post in the channel
   • Private channels require explicit invite
3. Test in direct message:
   • Send a DM to verify bot is working
   • If DM works but channel doesn’t, it’s a permission issue
4. Review AI Employee status:
   • Ensure AI Employee is active in ZappWay
   • Check that datastores are connected
   • Verify instructions are configured

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Bot Responses Are Slow

1. Large knowledge base search:
   • Too many datastores connected
   • Datastores not fully indexed
2. Complex tool execution:
   • HTTP calls to slow APIs
   • Form generation takes time

1. Optimize datastores:
   • Connect only relevant datastores
   • Reduce datastore size
   • Ensure all content is indexed
2. Add typing indicators:
   • Configure bot to show “typing…” while processing
   • Set expectations in instructions:

     If search takes time, say: "Searching our docs, one moment... 🔍"

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Connection Lost

• Slack app permissions revoked
• ZappWay connection expired
• Workspace admin removed the app

1. Check connection status:
   • Go to AI Employee → Integrations → Slack
   • See if workspace still appears in Active Connections
2. Reconnect workspace:
   • Click “Connect to Slack”
   • Reauthorize the app
   • Re-add bot to channels if needed
3. Verify Slack app settings:
   • In Slack: Settings → Apps → Manage
   • Ensure ZappWay app is still installed
   • Check permissions haven’t changed

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Bot Provides Incorrect Information

1. Update datastores:
   • Remove outdated content
   • Add current information
   • Reprocess datasources
2. Refine instructions:
   • Be more specific about knowledge sources
   • Tell bot to say “I don’t know” if uncertain
   • Add examples of correct responses
3. Check datastore connections:
   • Verify correct datastores are connected
   • Ensure datastores are indexed (status: “Ready”)
4. Test AI Employee directly:
   • Use test interface in ZappWay dashboard
   • If wrong there, problem is with AI configuration
   • If correct there, problem is with Slack integration

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9. Best Practices

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Content Strategy

• Update policies immediately when they change
• Archive old documentation
• Include “last updated” dates
• Review datastores monthly

• Outdated information causing confusion
• Duplicate content with conflicting info
• Leaving deprecated processes

• IT Helpdesk Knowledge
• HR Policies
• Sales Resources
• Engineering Docs

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AI Employee Configuration

You can help with:
✓ Company policies and procedures
✓ IT troubleshooting basics
✓ Finding documentation
✓ Answering common questions

Escalate these to humans:
✗ Personal HR matters
✗ Complex technical issues
✗ Policy exceptions
✗ Anything requiring manager approval

Tailor responses based on channel:
- #it-support: More technical, detailed troubleshooting
- #general: Brief, friendly responses
- #sales: Focus on customer-facing information
- Direct messages: More personable, can be longer

When possible, guide users to resources rather than just providing answers:

Instead of: "The PTO policy is 15 days per year."

Better: "Our PTO policy includes 15 days per year. You can find the full policy, including accrual and rollover details, in the Employee Handbook: [link]"

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User Experience

I'm available 24/7 for instant answers! 

For complex issues requiring human expertise:
- IT: Response within 2 hours (business hours)
- HR: Response within 1 business day
- Other: Check channel description for SLAs

Keep conversations organized by using threads.
When someone @mentions you, reply in a thread unless it's valuable for the entire channel.

Use emoji reactions to acknowledge:
👀 "I saw your message, looking into it"
✅ "Issue resolved"
🔄 "Escalated to the team"

Make responses scannable:
- Use bullet points
- Bold key information
- Break long text into shorter messages
- Use code blocks for technical commands

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Security and Privacy

Never share in public channels:
- Employee personal information
- Salary details
- Performance review data
- Medical information
- Social security numbers

For sensitive matters, say:
"This requires confidential discussion. Please DM me or contact HR directly at [email protected]"

• Review who has access to bot-connected channels
• Use private channels for sensitive departments (HR, Finance)
• Regularly audit datastore content for PII

• Follow company data retention policies
• Be aware of GDPR/privacy regulations
• Don’t store conversation data unnecessarily
• Use Slack’s data export carefully

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Team Adoption

1. Announce the bot:

   📢 Introducing our new AI Assistant!

   @BotName can help you with:
   • IT support questions
   • HR policy lookups
   • Finding documentation
   • And more!

   Try it out by @mentioning or sending a DM.

2. Provide examples: Share sample questions users can ask
3. Gather feedback: Create a feedback channel for improvement suggestions

• Track most common questions
• Identify knowledge gaps
• Monitor resolution rate
• Collect user feedback

• Review conversation logs
• Add FAQs to knowledge base
• Refine unclear responses

• Analyze usage patterns
• Update datastores
• Adjust instructions based on feedback

• Major knowledge base refresh
• Review and expand capabilities
• Survey team satisfaction

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📞 Support & Resources

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Getting Help

• Help button in ZappWay dashboard
• Live chat (available on Pro+ plans)

• Slack API Documentation
• Bot User Guide

• AI Employee Guide
• Datastore Setup
• Human Handoff

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Feedback

• Email: [email protected]
• Include:
  • Workspace name
  • AI Employee ID
  • Channel or DM where issue occurred
  • Screenshots or conversation examples

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✅ Quick Reference

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Setup Checklist

✓ AI Employee created and configured
✓ Internal knowledge datastores created
✓ Datastores connected to AI Employee
✓ Slack integration authorized
✓ Bot added to relevant channels
✓ Test conversations completed
✓ Team members notified about bot
✓ Feedback mechanism established

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Common Commands

/invite @BotName

@BotName How do I submit an expense report?

Click bot name in sidebar → Send message

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Response Templates

I think this requires human expertise. Let me connect you with [Team/Person]:
@TeamMember can you help with this?

I don't have information about that in my knowledge base. 
I recommend:
- Checking [relevant resource]
- Asking in [specific channel]
- Contacting [team] directly

Did that answer your question? 
Let me know if you need anything else!