Connect Slack

Add the SiteGPT app to Slack with one click. The chatbot answers questions in Slack from your content. Your team can take over a thread with an emoji reaction.

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Before you start

• The chatbot owner is on the Growth plan or above. See Plans and limits.
• You have the Manager, Admin, or Super Admin role on the chatbot.
• You can install apps in your Slack workspace.
• Pick the Slack channel where the chatbot should answer every message. Escalation alerts also go to this channel.
• Your chatbot is not in a HIPAA workspace. Integrations are not available there. See HIPAA.

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Connect Slack

Each Slack workspace connects to one SiteGPT chatbot.

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Check that it works

1. In Slack, open a direct message with the app and ask a question. The app replies with an answer from your content.
2. In a channel where you invited the app, mention it in a message with a question. The app replies in a thread under your message.

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How it works in Slack

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When the chatbot answers

The chatbot answers:

• Every new message in the channel that you chose during the install. The app must be a member of that channel.
• Messages that mention the app, in any channel where the app is a member.
• Direct messages to the app.
• New messages in threads where it already answered.

In other channels, it stays quiet unless someone mentions it or uses a reaction. Each answer is a reply in a thread. It shows sources (unless you hide them) and 👍 and 👎 buttons (unless you hide feedback buttons). It also shows buttons for follow-up suggestions. If there are none, it shows your conversation starters. When human support is on, answers that use your content show your Positive Feedback Prompt and Request Human Support Prompt buttons instead of follow-up suggestions and conversation starters. An answer shows at most 25 buttons.

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Reactions

Anyone in the channel can control the chatbot with emoji reactions:

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Hand-off to your team

A thread goes to your team when:

• Someone reacts with ✅.
• Someone taps an escalation button. Escalation buttons come from follow-up suggestions of the Escalate type, or from the Request Human Support Prompt when human support is on. See Follow-up suggestions.
• The chatbot decides that the person needs a human. This needs human support to be on. See Set up human support.

On an escalation, the app posts an alert in the channel that you chose during the install: “A customer asked for a human in #channel”, with a link to the thread. It does not post this alert for threads in that same channel. While a human has the thread, the chatbot saves new messages but does not reply. Your team replies in the Slack thread. Replies that you send from the SiteGPT dashboard do not go to Slack.

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Getting the chatbot back

• React with ❓ on a message in the thread. The chatbot takes the thread back and answers.
• If a team member took over the conversation in the SiteGPT dashboard, ❓ does nothing. Release the conversation to AI in the dashboard instead.
• If you resolve the conversation in the SiteGPT dashboard, the next message in that thread starts a new conversation.

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Files

The chatbot ignores file uploads and other special Slack messages. It reads the text of normal messages only.

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Webhook verification

After you connect, the Webhook verification section on the Integrations page shows a Slack row with a Signing secret field. You do not need to fill it in. SiteGPT always checks that calls from the SiteGPT Slack app really come from Slack.

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Disconnect Slack

SiteGPT also removes its access to your Slack workspace. If you remove the app from Slack instead, SiteGPT gets a message from Slack and disconnects the workspace.

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Troubleshooting