1. Set the sources and limits
You choose the shared channels, the documentation Artie may answer from and the topics that always go to a person, such as billing, outages or contract terms.
Answer customers in Slack
Artie answers the customer questions your approved docs cover in the shared Slack channels you connect, and brings in the right teammate when unsure of an answer.
shared-support
Example brief · Hypothetical workflow
Your brief
Answer questions in our shared customer channels from the help center and release notes. Anything about billing, bugs or contracts goes to the account owner.
ArtieAPP
I’ll answer from your docs where they cover the question and hand everything else to its owner.
See example output ↓How Artie handles it.
Starts: When a customer posts a question in a shared Slack channel you have connected.
2. Answer what the docs cover
When a customer asks, Artie replies in the thread with a direct answer and a link to the doc it came from. If the docs do not cover the question, Artie is unsure of the answer, or the question touches a restricted topic, Artie does not improvise an answer.
3. Hand off the rest
Artie tags the owner you named with a summary of the question and the customer’s context, tells the customer who is picking it up and follows up internally on the schedule you set.
Quick answers, clear handoffs.
Use this for customer questions in shared channels. Requests from your own team are better handled by internal request triage.
Hypothetical finished result
Example output
Shared-channel answer and handoff
Hypothetical: two questions arrive in a customer’s shared Slack channel on the same morning.
- Answered
- “Can we restrict exports to admins?” Artie replies in the thread: “Yes. Go to Settings, then Roles, and turn off Export for the Member role,” with a link to the permissions help article.
- Handed off
- “Why were we charged twice this month?” is a billing question, so Artie tags the account owner with the invoice dates mentioned and tells the customer the account owner will reply.
- Follow-up
- Two hours later the owner has not replied, so Artie reminds them in the internal thread, as your follow-up rule says, without promising the customer a time.
The apps this job needs.
Connect the accounts and actions for your workflow. Start in Artie or add your Artisan to Slack; access stays within your account permissions.
Explore apps- Slack
- An admin adds Artie to Slack and authorizes each shared customer channel where Artie may read and reply in threads. Artie works only within those channels and your workspace permissions. Name the owner for each topic that needs a person.
- Help center or docs
- Provide the public docs, release notes or approved internal knowledge Artie may answer from. Answers stay within those sources.
Questions about this workflow
Can a customer in the channel tell Artie what to do?
No. Slack Connect participants and guests do not gain authority over your workspace by being in the channel. Artie answers from your sources and routes requests to your team.
Will Artie answer anything a customer asks?
No. Artie answers only in the shared channels you connect, and only questions your approved sources support. Anything else, or anything Artie is unsure about, goes to the teammate you name. Artie does not guarantee an answer or a resolution.
Can Artie promise a fix or a refund?
No. Commitments about money, timelines or contracts go to the owner you name.
What if our docs are out of date?
Artie answers from what you provide, so keep those sources current. When a question exposes a gap, Artie can flag the doc for an update.