Getting started with slack
- @Spoke app home
- @Spoke Help!
- Slack App actions
- Slash commands
Did you forget to add @Spoke to your Slack message? With Slack App Actions, you can turn any message into an atSpoke request. atSpoke will first search the Knowledge base for any resources that may help. If none are found, or if the proposed resource doesn't help, a request will be filed on behalf of the message author.
How do I get started?
Begin by connecting atSpoke to your Slack instance. If you're not yet connected to Slack, simply follow our Slack integration guide.
@Spoke app home
A central place to accomplish everything you need with atSpoke!
- Click Create a request to file a request using @Spoke
- Select Browse resources to be taken to the Knowledge base where you can browse articles.
Whether you're a Team member or a requester, the app home will show requests which are in your inbox.
Ask Spoke from Anywhere using Shortcuts! Click the lightning bolt icon
From anywhere in Slack, Click the Lightning Bolt icon and look for @Spoke.
Enter your request, then press Submit!
When users join a new company, getting up to speed can be difficult. With all the new names to learn, processes to follow, and products to use, there can be a LOT to remember.
To help with this, Users can now say "Help" When @mentioning or DMing @Spoke to receive a quick tutorial!
To trigger this message, use:
- /Spoke Help
- @Spoke Help!
- DM @Spoke Help
Slack App actions
File a request
Simply click on the "..." menu on hover for any Slack message. Click on "More message actions," from there, search for "Ask Spoke" and that's it! Slack will surface this app action for you in this menu going forward.
Once you select "Ask @Spoke" atSpoke will search the knowledge base to find a resource that may help.
Use the Buttons to reply:
- Choosing "This helps" will post the Knowledge resource in the channel
- Choosing "This doesn't help" will show a request preview which allows the request details to be edited before being filed.
If Auto-assign is turned on, atSpoke will notify the agent assigned via DM. Learn more about auto-assign here.
What if I create a request for someone who doesn’t have an atSpoke account?
atSpoke will prompt you to invite the user, so the request can be filed.
Search the Knowledge Base
To search the knowledge base before filing a request, type "/Spoke" then the title of your request.
If a relevant knowledge base resource exists, atSpoke will present it privately for review. Once "This helps" is selected, the knowledge resource will be viewable in the channel by any channel members. If "This doesn't help" is selected, a request preview will be shown, and the user can change details before filing the request.
File a request directly
Maybe you're requesting services instead of knowledge, or maybe you need to file a request urgently. For these instances, use "/Spoke file [Title of your request] to skip searching the knowledge base and file a request directly.
If the request has a form attached, and requires more questions to be answered, the user will be notified by atSpoke that these questions need to be completed to finish filing the request.
Request status in Slack
You can change status in Slack by selecting the dropdown you see in the thread. This dropdown is only visible by the person who is working the request.
Choose a new status in Slack to close a request, or mark it as pending.
The permissions required by the atSpoke app are the minimum information needed for atSpoke to function and nothing more. We’ve reduced scopes to pick and choose the information atSpoke actually accesses, which include: