Add Inkeep to Slack Community

Overview

You can add Inkeep as a Slack bot to your Slack community to help scale support to your users.

Add to your workspace

Step 1: Get Workspace ID

To configure the assistant, you'll need your Slack Workspace ID:

1. Open the Slack app in your browser.
2. Select the target workspace
3. Copy the {WORKSPACE_ID} from the browser's navigation bar. The URL will be in the format https://app.slack.com/client/{WORKSPACE_ID}/{CHANNEL_ID}. Workspace ID typically starts with a T and is in the format of TXXXXXXXXXX.

Step 2: Create the assistant

We will use the Workspace ID from the previous step to register the assistant in the Inkeep Dashboard:

1. Open the Inkeep Dashboard

2. Navigate to the Assistants tab within the desired project

3. Click on Create assistant

4. From the dropdown menu, choose Slack

5. Fill in the required fields Name and Workspace ID.

6. Click on Create

Step 3: Add to workspace

Finally, the last step is to install the Inkeep Slack assistant in your workspace:

1. Click here
2. Select the desired workspace
3. Confirm the installation

Using Inkeep in your Slack workspace

Method 1: Directly message Inkeep

Follow these steps to send a direct message to Inkeep:

1. Find Ask Inkeep underneath the Apps section
2. Click on the Messages tab
3. Type a message and click Send

Method 2: Tag Inkeep in a channel

You can also tag Inkeep in any channel. To do so, you must first add the assistant to the desired channel:

1. Navigate to the channel you'd like to add Inkeep to.
2. Type @Ask [company name] AI with an example question:

@Ask [company name] AI How do I get started?

3. Confirm Slack's prompt to add the assistant to the channel.

Method 3: Create a dedicated channel

You can create a dedicated channel for Inkeep to keep its responses organized and separate from other conversations.

To create a dedicated channel:

1. Navigate to the Channels section in your Slack workspace
2. Click on Create channel
3. Name the channel ask-ai or similar
4. Add the assistant to the channel
5. Pin the channel in your workspace for visibility

Customize your assistant

Transform your Inkeep Slack assistant into a branded, personalized experience that matches your organization's identity and workflow needs.

Change the avatar

1. Open the Inkeep Dashboard
2. Navigate to the Settings tab at root of your Inkeep organization (https://portal.inkeep.com/{orgAlias}/settings)
3. Under Avatar, select Choose File or if there's an existing file, hover over the existing avatar and click Change
4. Upload a PNG (preferred) or JPG file you'd like to use as your avatar. Recommended dimension: 512x512. Note that SVGs are not supported by Slack.

Change the name

1. In your Slack workspace, click on the assistant under the Apps section in your sidebar
2. Select the About tab
3. Click on Configuration
4. Scroll to Bot User section and click on Edit
5. Specify the desired name of the assistant, e.g. Ask CompanyAI

Now, you and your users will be able to tag the assistant using this name, e.g. @Ask CompanyAI.

Auto-reply to top-level messages

Instead of requiring a user to tag the assistant with @Ask [company name] AI, you can configure the Slack assistant to automatically reply to all new top-level messages in specified channels.

To configure:

1. Open the Inkeep Dashboard

2. Navigate to the Assistants tab within the desired project

3. Select the assistant

4. Expand Advanced Settings

5. Configure the following:

   • Auto-reply in the below channels: Specify the channel IDs where you want the assistant to auto-reply
   • Reply message (optional): Enter a custom initial message for the assistant to use when it's tagged or auto-replies

6. (Optional) Adjust the tone of the assistant by enabling either of these two options:

   • AI Draft Mode: Designed for when the assistant is used as a way to create draft messages for support team members
   • Human Reviewing Conversations: Designed for when team members are actively reviewing and monitoring conversations. It gives the user a heads up that a team member will step in quickly if needed

7. Click Save to apply the changes

Configure default responses

You can configure the assistant to send default responses to users in different scenarios.

1. Open the Inkeep Dashboard
2. Navigate to the Assistants tab within the desired project
3. Select the assistant
4. Expand Advanced Settings
5. Under Custom Responses, see the list of responses you can configure
6. Click Update
7. Your assistant will now use these responses.

Tag a team member

Sometimes, you want users to be able to escalate to a human for additional help.

To make this flow seamless, you can configure your assistant to show Mark as resolved ✅ and Ask for help 👋 buttons instead of the default 👍 👎 buttons at the end of messages.

When a user clicks on Ask for help 👋, the assistant can tag users, user groups, or other assistants.

To set up:

1. Open the Inkeep Dashboard
2. Navigate to the Assistants tab within the desired project
3. Select the Slack assistant
4. Expand Advanced Settings
5. Under When a user leaves negative feedback..., click the dropdown menu
6. Select Tag a team member
7. Specify the User IDs, Group IDs, or Bot IDs you'd like to tag

You can get the IDs by left-clicking on a profile on Slack, selecting the more options button (often represented as three dots), and clicking on Copy member ID or Copy group ID. To create a group of users on Slack, see this guide.