Connecting swivl and Slack allows your agents to manage conversations directly in the Slack app.
Follow the instructions below to get set up:
1. Navigate to the Settings section of the main menu and then select Apps in the left menu.2. Hover over the Slack icon and select the button.
3. Select the Connect to Slack button. You will need to log into your Slack workspace to do this.
4. Give Slack permission to access your account. The app needs the ability to create and access public & private channels so the bot can communicate with you and your team.
5. If you want to change the default timezone or room prefix, do so and click RECONNECT. If not, go back to the apps
Now when you set up your escalation groups and choose Slack, the Slack channels from your organization will appear as options here:
In the Group Channel Message section, define what you’d like to be sent to the Slack group when an escalation comes through.
Example:
💡 Pro tip: use hashtags to call variables.
In the Agent Message section, define what you’d like to be sent to agents whenever an escalation is assigned to them.
Example:
For more information on setting up escalation groups, see this section: Setting Up Escalation Groups.