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Importante: A integração do Slack permite conectar um funcionário de IA ao seu espaço de trabalho do Slack, permitindo que ele responda a mensagens em canais e mensagens diretas. Perfeito para suporte interno, assistência de RH, helpdesk de TI e colaboração em equipe.

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🔢 Índice

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. Visão geral

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O que esta integração faz

• Responder a mensagens diretas de membros da equipe
• Participar de canais públicos e privados
• Responda perguntas usando sua base de conhecimento
• Fornece suporte instantâneo para solicitações comuns
• Executar ferramentas (formulários, APIs, etc.) dentro do Slack
• Escalar para membros humanos da equipe quando necessário

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Principais recursos

• Suporte para vários espaços de trabalho: conecte-se a vários espaços de trabalho do Slack
• Flexibilidade de canal: adicione bot a qualquer canal público ou privado
• Mensagens diretas: conversas individuais com membros da equipe
• Suporte a conversas: mantém o contexto em conversas encadeadas
• Menções: responde quando @mencionado nos canais
• Acesso ao conhecimento: pesquisa respostas em datastores conectados
• Integração de ferramentas: usa formulários, APIs e outras ferramentas
• Transferência humana: transfere questões complexas para os membros da equipe

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Casos de uso comuns

• Instruções para redefinição de senha
• Solução de problemas de software
• Orientação para solicitação de acesso
• Consulta de documentação técnica

• Perguntas sobre política da empresa
• Informações sobre benefícios
• Políticas de PTO/licença
• Orientação de integração

• Informações do produto para equipe de vendas
• Modelos de preços e propostas
• Inteligência competitiva
• Acesso ao manual de vendas

• Ajuda para agendamento de reuniões
• Pesquisa de documentação do projeto
• Orientação de processo e fluxo de trabalho
• Respostas rápidas para perguntas comuns

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2. Pré-requisitos

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Antes de começar

1. Acesse Funcionários de IA
2. Clique em “Criar funcionário de IA”
3. Defina configurações e instruções
4. Consulte o Guia do Funcionário de IA para obter detalhes

• Políticas e procedimentos da empresa
• Documentação do produto
• Guias técnicos
• Manuais de RH
• FAQs para perguntas comuns

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

• Permissões de administrador no seu espaço de trabalho do Slack
• Capacidade de instalar aplicativos no Slack
• Permissão para adicionar bots aos canais

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3. Etapas de instalação

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Etapa 1: acessar as configurações de integração

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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Etapa 2: conectar-se ao 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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Etapa 3: instalação completa

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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Etapa 4: adicionar bot aos canais

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. Configurando seu funcionário de IA

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Instruções recomendadas para 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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Configurações específicas do Slack

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! 🔍"

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5. Usando o funcionário de IA no Slack

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Interagindo em Canais

@SupportBot How do I reset my password?

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Mensagens Diretas

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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Usando ferramentas no 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. Gerenciando conexões

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Visualizando conexões ativas

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

• Nome do espaço de trabalho
• Data de conexão
• Status (Ativo/Inativo)

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Desconectando um espaço de trabalho

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

• O bot é removido do espaço de trabalho
• Não é possível enviar/receber mensagens
• O histórico de mensagens existente permanece no Slack
• Pode ser reconectado a qualquer momento

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Conectando vários espaços de trabalho

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

• Empresa com vários espaços de trabalho do Slack
• Diferentes espaços de trabalho para departamentos
• Teste em um espaço de trabalho sandbox

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Reconectando após a desconexão

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. Casos de uso comuns

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Automação de Helpdesk de TI

• Guias de solução de problemas de TI
• Documentação de software
• Procedimentos de solicitação de acesso
• Instruções para redefinição de senha

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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Assistente de RH

• Manual do funcionário
• Documentação de benefícios
• Políticas de PTO
• Políticas de despesas
• Guias de integração

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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Capacitação de vendas

• Documentação do produto
• Guias de preços
• Manual de vendas
• Análise competitiva
• Estudos de caso

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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Assistente de integração

• Lista de verificação de integração
• Guia de cultura da empresa
• Instruções de configuração da ferramenta
• Diretório da equipe

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. Solução de problemas

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Bot não responde nos canais

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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As respostas do bot são lentas

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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Conexão perdida

• Permissões do aplicativo Slack revogadas
• A conexão ZappWay expirou
• O administrador do espaço de trabalho removeu o aplicativo

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 fornece informações incorretas

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. Melhores práticas

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Estratégia de Conteúdo

• Atualize as políticas imediatamente quando elas mudarem
• Arquivar documentação antiga
• Incluir datas da “última atualização”
• Revise os datastores mensalmente

• Informações desatualizadas causando confusão
• Conteúdo duplicado com informações conflitantes
• Saindo de processos obsoletos

• Conhecimento de Helpdesk de TI
• Políticas de RH
• Recursos de vendas
• Documentos de engenharia

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Configuração de funcionário de IA

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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Experiência do usuário

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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Segurança e privacidade

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 hr@company.com"

• Revise quem tem acesso aos canais conectados ao bot
• Use canais privados para departamentos sensíveis (RH, Finanças)
• Audite regularmente o conteúdo do armazenamento de dados para PII

• Siga as políticas de retenção de dados da empresa
• Esteja ciente dos regulamentos GDPR/privacidade
• Não armazene dados de conversas desnecessariamente
• Use a exportação de dados do Slack com cuidado

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Adoção pela equipe

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

• Acompanhe as perguntas mais comuns
• Identificar lacunas de conhecimento
• Taxa de resolução do monitor
• Colete feedback do usuário

• Revise os registros de conversas
• Adicione perguntas frequentes à base de conhecimento
• Refinar respostas pouco claras

• Analisar padrões de uso
• Atualizar armazenamentos de dados
• Ajuste as instruções com base no feedback

• Atualização principal da base de conhecimento
• Revise e expanda recursos
• Pesquisa de satisfação da equipe

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📞 Suporte e Recursos

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Obtendo ajuda

• Botão de ajuda no painel do ZappWay
• Chat ao vivo (disponível nos planos Pro+)

• Documentação da API do Slack
• Guia do usuário do bot

• Guia do funcionário de IA
• Configuração do armazenamento de dados
• [Transferência Humana](/agente/transferência humana)

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Opinião

• E-mail: support@zappway.ai
• Incluir:
  • Nome do espaço de trabalho
  • ID do funcionário AI
  • Canal ou DM onde ocorreu o problema
  • Capturas de tela ou exemplos de conversas

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✅ Referência rápida

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Lista de verificação de configuração

✓ 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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Comandos Comuns

/invite @BotName

@BotName How do I submit an expense report?

Click bot name in sidebar → Send message

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Modelos de resposta

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!