Slack
The AI agent asks your team in Slack, then carries on
When the AI agent needs a fact or a decision it does not have, it asks the ticket's team in a Slack thread. The first answer from your team goes back to the AI agent, which carries on with the customer.
What it does
One thread per ticket
The question opens a thread with a link to the ticket, and a few words in reply are enough.
A channel for each department
Each department picks its own channel, so a question reaches the people who can answer it.
Only your own team answers
Replies from guests, people in other Slack organisations, bots and deleted accounts are ignored.
How to connect
- 1
Create a Slack app with the bot scopes from the guide, install it and copy its bot token.
- 2
Invite the bot to your team's channel and copy the channel id.
- 3
On Settings › Departments add the Slack channel, press Test, then pick it on a department.
FAQs
What if nobody answers?
After a few working hours without a reply, the AI agent follows your published policy and help articles and makes no exception. If a second question also goes unanswered, the ticket is handed to a person.
What do I need?
A Slack workspace where you can add an app, and the owner role in Zellwo. Zellwo reads the thread itself, so Slack never needs to reach Zellwo.
Missing an integration? Ask us, or connect it yourself.
Launch offer: every plan is free for 3 months