Overview: Use Cases for Worknet AI in Slack

Worknet AI integrates seamlessly with Slack to automate support, enhance internal collaboration, and manage ticket escalation.

Key Benefits

✅ Automate customer support – AI responds to FAQs and deflects routine tickets.
✅ Enhance internal collaboration – AI pulls data from knowledge bases, past tickets, and Slack history.
✅ Enable ticket escalation – AI can automatically create support tickets when needed.
✅ Customize AI behavior – Configure different Slack apps for customer-facing vs. internal channels.

Step-by-Step Configuration

1. Establishing the Slack Connection

Before Worknet AI can operate in Slack, it must be connected to your workspace.

Steps to Connect Worknet AI to Slack:

1. Go to AI Agents Studio in Worknet AI.
2. Navigate to Connections > Edit Slack.
3. Click Create New Slack Connection (if no existing connection is available).
4. Enter the Name of the connection (e.g., Customer Support Slack or Internal IT Slack).
5. App ID and Team ID will be auto-filled after authorization.
6. Click Save to finalize the connection.

Verifying the Connection

• After saving, ensure that the Slack connection appears in the list of connected apps.

2. Creating a Slack App in Worknet AI

Once the Slack connection is established, you need to create a Slack app within Worknet AI to define AI behavior.

Steps to Create a Slack App:

1. Go to AI Agents Studio and click Create New Slack App.
2. Provide a Name for the app (e.g., Customer Support AI or Internal IT Bot).
3. Assign the app to the Slack Connection you created in Step 1.
4. Click Save to create the app.

Now, you have a Slack app linked to your workspace, ready for configuration.

3. Defining Slack Channels

After creating a Slack app, you must define which channels Worknet AI will operate in.

Channel Setup Guidelines

✅ Slack Connect (Customer-Facing) – AI should access only public data sources (FAQs, product docs).
✅ Internal Channels – AI can access internal knowledge bases, past tickets, and Slack messages.

Steps to Assign Channels

1. Open the Slack App Configuration in AI Agents Studio.
2. Locate the Slack Channels section.
3. Select the relevant channels (e.g., #customer-support, #product-escalations).
4. Click Save to apply changes.

4. Configuring AI App Auto-Reply Settings

Worknet AI can automatically respond to messages in Slack based on your preferences.

AI App Auto-Reply Mode Options

1. None – AI only responds when explicitly mentioned with @worknet.
2. First in Thread – AI responds only to the first message in a thread.
3. Any Message – AI responds to all messages in a thread.

How to Configure AI App Auto-Reply Mode

1. Navigate to AI Agents Studio and open the Slack App Configuration.
2. Go to the Chat Bot UI tab.
3. Select the preferred Auto-Reply Mode.
4. (Optional) Enable "Publish as Public" to make AI responses visible to all users in the channel.
5. Click Save
   

5. Configuring Custom Settings for Ticket Creation

Custom Configurable Settings (JSON Format)

If Worknet AI cannot resolve a request, it can prompt users to create a support ticket automatically.

Steps to Enable Service Ticket Creation:

1. Navigate to AI Agents Studio > Slack App Configuration.
2. Go to the Custom Configuration tab.
3. Enable Deflection Support by setting "deflectionSupport": true.
4. Define a no-answer deflection message:

   "noAnswerDeflectionMessage": "Would you like to create a support ticket?"
   

5. Connect Worknet AI to your ticketing system (e.g., Zendesk, Jira, Salesforce).
6. Click Save.

Now, if Worknet AI cannot provide an answer, it will prompt users to create a ticket and automatically log it in your support system.

6. Finalizing and Testing Your Configuration

1. Save all Worknet AI settings in AI Agents Studio.
2. Test AI interactions in Slack:
   • Send a message and verify AI responses.
   • Try an unanswered question and confirm that AI offers ticket creation.
   • Check that AI uses public data in Slack Connect channels and internal data in private channels.

Conclusion

By following these steps, you can configure Worknet AI to:
✅ Automate customer and internal support.
✅ Control AI behavior in Slack Connect channels.
✅ Enable intelligent ticket escalation when AI cannot resolve an issue.

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Verifying the Connection

• After saving, ensure that the Slack connection appears in the list of connected apps.