WEBVTT 00:07.759 --> 00:10.400 Hello everyone. In this video, we are 00:10.400 --> 00:14.880 going to see how to auto invoke Slack 00:14.880 --> 00:21.480 channel expert using workflow form. 00:21.840 --> 00:25.920 The use case uh uh I have uh used for 00:25.920 --> 00:29.760 this uh video is I have created a slack 00:29.760 --> 00:34.079 channel called support. 00:34.079 --> 00:37.360 In this uh Slack channel I have created 00:37.360 --> 00:40.480 a workflow for support request. If 00:40.480 --> 00:43.200 somebody runs this support request uh 00:43.200 --> 00:45.120 flow, 00:45.120 --> 00:47.520 it will ask them to give some uh 00:47.520 --> 00:49.440 information about the support they are 00:49.440 --> 00:52.000 requesting for and also they will be 00:52.000 --> 00:54.879 able to select the priority of the 00:54.879 --> 00:58.960 support request. Once it is done, 00:58.960 --> 01:02.719 I wanted the Slack agent 01:02.719 --> 01:06.000 channel expert to assist on the support 01:06.000 --> 01:08.240 request. 01:08.240 --> 01:11.600 By doing this uh automation, I I was 01:11.600 --> 01:15.520 able to achieve less human interaction 01:15.520 --> 01:19.360 on repetitive tasks so that the human 01:19.360 --> 01:21.759 representatives will be able to assist 01:21.759 --> 01:28.119 on complex tasks and issues. 01:29.920 --> 01:33.439 The first step is we have to configure 01:33.439 --> 01:36.320 the channel expert agent. In order to do 01:36.320 --> 01:39.200 that, first go to your 01:39.200 --> 01:42.880 Slack channel here. Select more actions 01:42.880 --> 01:46.560 and click edit settings. 01:46.560 --> 01:48.960 Go to the agents tab and then you should 01:48.960 --> 01:52.560 be able to add the channel expert. If 01:52.560 --> 01:56.000 you are unable to add then you should uh 01:56.000 --> 01:59.680 have channel expert added in your 01:59.680 --> 02:01.840 workspace. So you have to reach out to 02:01.840 --> 02:05.040 your sale uh slack admin so that the 02:05.040 --> 02:08.319 channel expert is added. 02:08.319 --> 02:10.640 If you want you can add Salesforce agent 02:10.640 --> 02:14.720 force agents also to your um slack 02:14.720 --> 02:16.800 channel but here we are going to make 02:16.800 --> 02:20.720 use of the AA agent channel expert. 02:20.720 --> 02:23.360 Okay. Once this is done 02:23.360 --> 02:28.720 select edit agent settings. Here 02:28.720 --> 02:32.000 uh you can select the sources for the AA 02:32.000 --> 02:35.920 agent channel expert to assist. 02:35.920 --> 02:38.239 There are two options. One you can make 02:38.239 --> 02:41.280 use of all channel content messages and 02:41.280 --> 02:44.800 fields files and one more option is only 02:44.800 --> 02:48.959 specific content you add uploaded files 02:48.959 --> 02:53.360 canvases or lists. So here I have added 02:53.360 --> 02:55.120 two files. 02:55.120 --> 02:57.360 One is advertisement FAQ and the other 02:57.360 --> 03:00.400 one is asset FAQ. So two PDF files I 03:00.400 --> 03:04.400 have added. So in this slack channel 03:04.400 --> 03:07.760 if somebody at mentioned the AA agent 03:07.760 --> 03:10.080 channel expert then it will make use of 03:10.080 --> 03:12.800 the content that is available in these 03:12.800 --> 03:17.239 files to assist. 03:18.159 --> 03:21.920 Okay. So now the agent is added. Now go 03:21.920 --> 03:25.440 to workflows tab in the slack channel. 03:25.440 --> 03:28.959 You can create a new channel sorry new 03:28.959 --> 03:31.599 workflow with the help of add workflow 03:31.599 --> 03:35.360 link. I have already created a workflow. 03:35.360 --> 03:37.840 Let's look at that workflow. So if we if 03:37.840 --> 03:41.519 I go to more actions and click 03:41.519 --> 03:44.400 edit workflow I will be able to show 03:44.400 --> 03:47.440 you. So here the event I have selected 03:47.440 --> 03:50.640 is starts from a link in Slack. So this 03:50.640 --> 03:54.319 is the event I have selected. Then I 03:54.319 --> 03:58.400 have made use of collect info in a form. 03:58.400 --> 04:02.720 So using this option I was able to 04:02.720 --> 04:05.040 add two questions. Please share your 04:05.040 --> 04:07.920 request which is a rich text composer 04:07.920 --> 04:10.080 and the priority which is a drop-down. 04:10.080 --> 04:12.239 If you want you can add multiple 04:12.239 --> 04:13.760 questions. 04:13.760 --> 04:17.958 You can also preview your form. 04:18.079 --> 04:22.400 Okay. Next you can make use of add step 04:22.400 --> 04:24.080 button so that you can add multiple 04:24.080 --> 04:27.600 steps. In order to invoke the channel 04:27.600 --> 04:30.080 expert AA agent 04:30.080 --> 04:33.120 we have to at mention the channel expert 04:33.120 --> 04:36.000 AA agent. For that I have made use of 04:36.000 --> 04:38.479 send a message to channel where the 04:38.479 --> 04:40.960 workflow was used 04:40.960 --> 04:43.280 and then I have set what is the priority 04:43.280 --> 04:45.199 they have selected what is the request 04:45.199 --> 04:49.120 they have given and um who have 04:49.120 --> 04:52.240 requested it and on the top I have at 04:52.240 --> 04:55.120 mentioned the channel expert please help 04:55.120 --> 04:57.040 on the following. So this is how I have 04:57.040 --> 05:00.320 done. So here I have at mentioned the 05:00.320 --> 05:04.240 channel um expert AA agent. So if 05:04.240 --> 05:06.800 somebody runs this flow, 05:06.800 --> 05:09.280 it will collect the information. It will 05:09.280 --> 05:12.240 send a message to the slack channel in 05:12.240 --> 05:14.160 the message 05:14.160 --> 05:18.160 it is at mentioning the AA agent channel 05:18.160 --> 05:20.880 expert and with the help of all this 05:20.880 --> 05:23.840 information and with the sources 05:23.840 --> 05:26.800 whatever we have selected in the agent 05:26.800 --> 05:29.440 settings the channel expert AA agent 05:29.440 --> 05:33.759 will assist. Let's see a demo. 05:33.759 --> 05:37.840 So I am on the support slack channel. 05:37.840 --> 05:40.720 Here I'm going to run the 05:40.720 --> 05:43.759 support request flow. Here I'm going to 05:43.759 --> 05:45.840 ask 05:45.840 --> 05:50.320 how to change the asset payment plan. 05:50.320 --> 05:52.560 So this is a question I need help. I'm 05:52.560 --> 05:55.680 going to select the priority as medium. 05:55.680 --> 05:58.479 If I click submit, it will post a 05:58.479 --> 06:01.120 message and then it will atmention 06:01.120 --> 06:03.680 channel expert. 06:03.680 --> 06:07.759 Since at channel expert is uh added in 06:07.759 --> 06:10.319 the message since the channel expert is 06:10.319 --> 06:14.319 mentioned, it will help on the request 06:14.319 --> 06:17.280 that was sent. 06:17.280 --> 06:22.160 So now the AA agent is trying to assist 06:22.160 --> 06:25.120 on the support request. So if I click 06:25.120 --> 06:27.440 the reply, 06:27.440 --> 06:31.280 it was able to give a perfect 06:31.280 --> 06:34.560 information and then since it is a 06:34.560 --> 06:37.919 repetitive task instead of uh getting 06:37.919 --> 06:40.880 help from the human agent, the AA agent 06:40.880 --> 06:43.600 channel expert was able to assist here. 06:43.600 --> 06:46.240 The channel expert a AA agent was auto 06:46.240 --> 06:48.560 invoked 06:48.560 --> 06:51.440 with the help of at mentioning the AA 06:51.440 --> 06:53.600 agent channel expert in the Slack 06:53.600 --> 06:56.919 channel message. 07:06.639 --> 07:08.720 Please check the video description. In 07:08.720 --> 07:10.639 the video description, I have shared my 07:10.639 --> 07:12.720 blog post. From the blog post, you will 07:12.720 --> 07:16.400 be able to see all the steps with few 07:16.400 --> 07:21.000 screenshots for your reference. 07:27.520 --> 07:31.319 I hope it was helpful. 07:40.000 --> 07:43.639 Thank you for watching.