Integrating Insent with your Slack

Slack is one of the best chat rooms for an organization. The Insent Slack integration will help your team interact with your website's prospects directly from Slack. 

How to integrate your Slack workspace

1. Navigate to  Settings -> Integrations. Click on the 'Connect' button in the Slack integration. You will be redirected to the Slack authorization page.

Locate the Slack integration

2. Select the Slack workspace you want the Insent integration to authorize the Insent app using your Slack credentials.

Authorize the connection

3. Your authorization process should take a few seconds, after which you will see a message indicating the Slack integration setup is complete. 

Your verification status will be updated in a few seconds

Your Slack Integration is successful. You will now be able to add Insent to your Slack channels.

4. Next, navigate to the 'Integrations' page on the Insent dashboard. The Slack connect button will now indicate Slack as 'Connected,' This indicates that your Slack workspace is connected with Insent. 

5. To redirect the Insent platform's requests to Slack channels, you should add the Insent bot to your Slack channels. Add Insent to your Slack channels, mention.' @insent_instance_name' from a channel, and select the Insent app. You can add the Insent App to as many channels as you like. 

Check out the video below to learn how to add Insent to your Slack channels

Note:

Insent offers Multi-instance support for Slack and MS Teams.

Often, Mid-Market Enterprise teams work with multiple websites and power use cases across divisions. We offer multi-instance support within Slack to manage multiple Insent instances within the same Slack channels.

Mentioning @insent_instance_name will add a pre-configured Insent instance to a specified channel.

You are always welcome to contact our support team on success@insent.ai for queries about setting up multiple Insent instances within Slack.

Sending agent connection requests to Slack

You will be able to notify your agents in Slack proactively when high-value prospects are active on your website or whenever visitors request to connect to an agent. You can notify agents on your team through the 'Connect to agent' step in the conversation builder. 

To configure sending connection requests to Slack, an active Slack integration is required.

Configuration: Connect to Agent step

1. Add the connect to agent step to your conversation to send agent connection requests to a specific Slack channel. 

2. The step enables you to alert specific agents/teams, or use round-robin routing to alert from a pool of agents and teams. You can also notify all channel participants using a '@here' mention (Alert All Users in Channel). It also enables you to set up escalations by adding multiple routing steps to help you handle escalations when agents are unavailable. 

Learn more about setting up the 'Connect to agent' step in the routing article.

Note: You will need to add Insent to Slack channels to be able to send visitor connection requests to your agents in Slack. Slack channels that do not have Insent added will not show up in the list of available Slack channels in the connect to agent step.

Connect to an agent step in conversations builder

If you don't see the channel listed, click the refresh button to fetch the channels again. 

Note

We recommend creating a new private channel in Slack, with the agents responsible for the conversations on Insent. This way, the other participants in your Slack workspace won't be affected.

3. After selecting the Slack channel and whom to notify and save changes. The alerts will be sent to the Slack channel you choose automatically. 

Note

If the alerts are enabled for Slack, the agent connection request will only be sent to the Slack channel. Connection requests will not be sent to Inbox for the same Connect to agent step.

Note

Agents who have been added as users in the Insent Inbox can only be notified individually. Though non-Insent Slack-only users who may be members of the channel can still respond to visitor conversations.

Whenever a non-Insent user in Slack responds to an agent connection request, A new Insent user is created for that person with the role ‘Slack Only User’ when they respond to the request by accepting the request, sending a message, or creating/sending a quick reply

4. In the path where the agent connection step is set up in a conversation, Insent will send a request to your Slack channel. If the visitor's name is unknown, the system will automatically assign a visitor name (Eg. Visitor N123). In the future, if Insent resolves the visitor's name from any touchpoint, the random name given to the visitor in the Slack conversation will be changed to the original name of the visitor.

5. Any member on the Slack channel will be able to accept the request. If someone in the channel accepts the request, Insent will update the request description to indicate the same, as shown in the gif below. A channel member can also directly send a quick reply or send a message in the chat thread to accept a visitor chat request and connect with a visitor.

Connecting to an agent in Slack

Note

The default request timeout is 30 seconds, after which the request to connect will expire. The time to request expiry can be configured under 'Execution time' in the Connect to agent step. 

Connection request expired.

Note

An agent can attempt to re-initiate a conversation by replying to an expired conversation.

6. The 'Visitor Info' button will show the person’s/account's details visiting the website. You will access the same richness of data you can see in the visitor profile in Insent Inbox from Slack. 

Details such as the Name, Email, Account details, and recent product activity are displayed under the Visitor Info option. Learn more about Visitor Info in the visitor profile help document.

View detailed visitor information through the Visitor Info button.

7. An agent can also reply through a set of pre-configurable replies from the 'Quick Replies' option, in addition to writing out customized replies in each chat conversation. This helps an agent reduce manual effort by reusing phrases or sentences to answer frequently asked questions. Learn more in the Quick Replies help document. 

Reply to visitor queries through pre-set responses.

8. Under ‘More options,’ an agent could modify the conversation status or modify visitor information shared in chat. An agent could Open or Close a conversation or mark it as a pending conversation through the Open, Close and Pending options. 

9. Visitor Information shared in the chat is classified in two as Create Lead and Update advanced info of lead. Learn more about Create Lead and Update advanced info of lead in the Lead creation from Slack help document. 

10. An agent could request visitor feedback at the end of a successful conversation through the Visitor Feedback option in the 'More options' dropdown. Learn more about asking for Visitor feedback in the Visitor feedback score help document.

Request visitor feedback

Enable Slack notifications for the channel

Ensure you receive channel notifications to remain on top of incoming visitor requests to connect. To enable notifications for the channel, click on the channel name, and ensure your notifications are turned on for '@here' and '@user_name' mentions.

Enable channel notifications from Channel name

You could also check your notification status by selecting the channel name from the channel list.

Send submitted user data to Slack.

You can send information to Slack through the ‘Capture user data’ or ‘Connect to Agent’ steps in the conversations builder.

You can collect user information through the Capture user data step. This step allows you to send the collected user data to Slack as channel messages.

Send Captured visitor information to Slack (Capture user data step)

Data collected from the visitor is shown as a channel message and notifies your channel participants about the visitor's arrival. 

Slack notification on data collection

Insent automatically attempts to resolve a visitor's country and region even without the data being collected through a form.

Insent location resolution without form submission.

Sharing visitor chat history before agent connection

When a 'Connect to Agent' step is configured in a conversation, it allows a visitor to connect with an agent and chat.

When visitors connect with an agent, the agent needs to understand the nature of the conversation with the bot to contextualize and cater to a visitor. In the case of an Inbox conversation, the agent had all the previous conversation history accessible to them.

They could scroll through the chat log and understand the visitor's queries in their past site visit. The agent could also understand the visitor’s most recent activity through the Recent activity log on the visitor profile.

Visitor Activity and Chat History in Inbox

To bring a more contextual experience for the agent in Slack. Bot chat history is shared to Slack as the first message in the Agent connection step, even before an agent accepts the conversation. 

Bot chat history shared to Slack in the agent connection step.

Quick Recap

1. Integrate your Slack with Insent from  Settings -> Integrations.
2. Authorize Insent’s connection with Slack. Insent will now be successfully integrated with your Slack instance.
3. Don’t forget to add Insent to specific bot channels where your agents will be connecting with site visitors.
4. Setup a connect to agent step in your conversations to start agent conversations through Slack.
5. You can also send submitted user information through the Capture user data steps to Slack.
6. There’s a lot you can do directly from Slack: Like sending quick replies, updating visitor information, changing conversation status, or requesting visitor feedback.

You are always welcome to contact our support team at success@insent.ai for any further clarification or questions.