Slack plus Signal Zen

Slack integration

Introduction

At Signal Zen we want to make the process of talking to your website's visitors as easy as possible even if it means to omit our original UI from the process.

This means that you can add a secondary channel to talk to your customers - Slack.

By following really easy setup wizard for integration with Slack on our portal while logged in, you can establish secure connection with Slack and talk to your customers without interaction with our default way of doing this in the administration portal.



The setup

There are several steps to complete before you can start getting and managing chat traffic from your website in Slack.

  • Sign up to Signal Zen.
  • Add the code snippet into your website which will start showing chat icon on your website (Integration section on the left side menu).
  • Follow the wizard of Slack integration in Connect to Slack section on the left side menu.

Once you are done, you can send a test message from the final step of the wizard or create a new chat session in incognito mode on your website to test your setup.

Usage

After you complete the setup part of the integration, you will start receiving chat sessions into your desired channel of Slack, chosen by you during the wizard.

We support 2 types of integrations:

  • Still - to send an answer to your customer, you will need to post the answer in the thread which will be created by our Slack bot.
  • Noisy - to send an answer to your customer, you will need to post the answer in the channel which will be created by our Slack bot.

You will choose the integration type during the Connect to Slack wizard.

The Slack integration does not limit the usage of our main UI in the portal, so you can use both of the ways to talk with your visitors.

Features

We support the basics of chatting experience when using just Slack integration. Below you can find the list of features that currently we support with Slack integration.

  1. Chat session initialisation
    Depending on your chosen type of integration, you will be notified in your desired channel about new chat sessions started. By using Noisy integration, you will be asked to join a separate channel to talk to the visitor. By using Still integration type, you will be able to talk in the main your chosen channel just by typing the messages in the chat session Slack thread. The chat session is initialised with relevant information about the visitor: visitor's name (or ID if you don't ask name to be entered), location, local time, browser information and last visited URL.
  2. Messages sending and receiving
    You are able to send and receive text messages in the nature of your chosen integration type. Text messages can contain Slack Emojis, which we support and they are properly visible for the chat visitor. Moreover, sending files and receiving directly through Slack is also possible.
  3. Operators creation
    Anyone using Slack in your workspace is able to join or be invited to the main channel and start chatting instantly with your website's visitors. We create operator profiles automatically with the name, avatar and email address directly from Slack. If you don't wish some of them to be visible in the chat widget, you can disable their visibility by using the administration portal.
  4. Reminders
    Sometimes by using Noisy integration type, operators leave particular chat session's channel. In case that visitor returns back and starts messaging, we send notification in your chosen Slack channel so that you would be aware about that returning visitor and could reply afterwards. We also respond to such events as visitor's appearance change. If a visitor leaves your website, you will get notification, also you will get notification once he appears back.

Precautions and limitations

You must be aware about a few things before you switch just to Slack integration channel in order to talk to your website's visitors.

  1. Operators online/offline status
    Due to technological issues, it's not possible to know wether your operators working with Slack are online or offline, therefore, by opening the portal an operator need to enter his or her working hours. The setup is easy and simple. By doing that, chat visitors will be able to see wether there are any operators online.
  2. Real time user tracking
    Currently, there is not possible to track visitors real time data, such as browsing history, changes in metadata and so on. However, you get notifications about user offline/online status change.
  3. Other limitations
    Slack has certain limitations as a platform for such a solution like live chat and some of the features we have as Live Monitoring and messaging directly by operators initiative to your website's guest is possible just by using the portal.

Support

As usual, we provide support by the live chat messenger button on bottom right of the screen. If you prefer email, you can email us at info@signalzen.com.

Also, if you have completed the Slack integration wizard, you can type in the channel, where bot is invited, a command: "@SignalZen help" or write a direct message with text "help" to the bot. The help command sent to bot will confirm your setup details and give some useful links.