Welcome to Worknet

Background 

Worknet is the only company focused on expanding collaboration through Slack internally between departments and externally with customers and partners. Worknet adds  business context to the robust communication available through Slack in order to actualize a new way to on-board, service, and grow customer success. 

Including: 

1. Unified inbox - brings all items that require your attention to one single place. You can assign to people or teams, smart snooze, and add internal notes. 

2. Drive engagement - send bulk messages to channels and individuals, such as outages, product announcements, changes in product usage and more.  

3. Measure activity like response time, customer health and team workload 

4. Integrations with Salesforce, Zendesk, & Intercom to streamline ticket creation and collaboration 

Install in two steps

1. One time Slack workspace installation - requires app installation permission - Other users do not need to take any action. Click on this link https://slack.com/marketplace/A01NL4K4Y5P-worknet click on [Open in Slack], and [Allow] access to the Slack workspace.

2. Invite Worknet  to every channel (connect, public, private) that you'd like it to help. Invitation is done by typing @worknet in the message box of each relevant channel.

Unified inbox - set up and usage 

Setup

The inbox classifies all messages into Inbox (open), Sent (replied to customer), Done. Allowing users to easily drive their requests inbox to zero. 

It supports two types of channels. When adding Worknet to a channel the user will be asked to identify the type of channel. 

1. Slack connect - automatically determines the vendor and the customer. When a customer sends a message it shows in the inbox section and when the vendor replies it moves to the sent section.

2. Internal Slack channels - Users need to define a support team members. The inbox will treat any user that is not in the support team as a customer and place their messages in the inbox.  

Usage 

1. Navigate to the app home page to view the inbox. The person that installed the app will have access to the inbox, other users need to be invited by using the [Team members] option at the top right corner. 

2. Clicking the [Channel name] button will open the conversation thread in the right pane. Allowing users to easily reply in the thread. 

3. The inbox offers a few capabilities including: Assign to, Snooze, Note - internal note and share with another channel, Done. These actions are available in the Inbox but also inside the channel when using the 👀 emoji or the :magic_wand:

4. In addition the Inbox is taking advantage on best practice emojis mainly 👀  for automatically assigning to the person that clicked it to ✅ to move the item to done. 

Bulk message 

There are two ways to use the Bulk message.

1. From the home page click the Bulk message and get a UI modal that allows you to pick the target channels or DM, write the message and submit. 

2. From a channel - Post a message that you'd like to bulk send. Use the message shortcut to get the Bulk message option. The message the you posted will be rendered in the modal UI allowing you to send it in bulk. This option minimizes the need to be familiar with Slack specific markup required. 

Bi-directional integration to Zendesk, Salesforce and Intercom 

You'd need to set up the connection with the target system. 

There are a few ways to create a ticket from Slack. Not all of them are supported by all integration types at the moment. 

1. Click the ✍  emoji - will automatically create a ticket/case with default values. It can support internal teams and customers.

2. Click the {Zendesk/Salesforce button] from the Inbox or inside the channel. Fill up the required info and save. 

3. Automatic creation of tickets/cases for every message that is posted in a certain channel

Any message that will be posted in the Slack channel will be synched to the backend and vice versa.  

You can find Worknet in the Slack app directory using this link

Don't be a stranger. Feel free to reach out with any question to me or to my team. You can use support@worknet.ai or preferably a Slack connect channel between your company and us. 

We are waiting for your comments and we promise to answer your questions very quickly.