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Integrating Slack and Chatbot for Real-Time User Support

  • January 27, 2025
  • 1 reply
  • 28 views

When User (X) reports a technical issue in the Chatbot (Z):

  1. Action in Chatbot (Z): The query is collected and sent as a message to a designated channel in Slack (M).
  2. Action in Slack (M): The Support Team (Y) sees the message in the Slack channel. They should reply to the thread of the message within the same Slack channel.
  3. Action in Chatbot (Z): The reply from the Support Team (Y) in Slack (M) is captured and sent back to the User (X) as a response in the Chatbot (Z).
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Let me explain how to implement this integration using Zapier:

  1. First Zap (Chatbot to Slack):
    • Trigger: Webhook from your chatbot when a user reports an issue
    • Action: Create a message in Slack
  2. Second Zap (Slack to Chatbot):
    • Trigger: New reply in Slack thread
    • Filter: Only trigger if the message is in your designated support channel
    • Action: Send webhook to your chatbot with the response data

Some things you can consider:

  • Ensure your chatbot can generate and store a unique ticket ID for each issue
  • Include this ID in the Slack message for proper thread tracking
  • Set up error handling for failed webhooks
  • Add status updates (e.g., "Support team notified", "Response sent")