Using the Answer Bot for Slack integration

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<p id="docs-hc-snippet" style="display: none;">TheSlack for Zendesk integrationincludes the Answer Bot for Slack integration.</p>
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<div class="note attention" id="topic_mxc_z52_hhb__note_g3j_g32_f2c">
<span class="attentiontitle"></span> This article describes functionality
available only to customers who had a drafted or published AI agent using legacy AI
agents functionality as of February 2, 2025.</div>
<p class="p">The
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833756698" target="_blank">Slack for Zendesk integration</a>
includes the
Answer Bot for Slack integration.</p>
<p class="p">The integration implements the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820349850" target="_blank">autoreplies with articles</a> capability in Slack, so your
end users can get help without waiting for someone to reply. It listens on selected
Slack channels and resolves questions by providing article suggestions from your
knowledge base.</p>
<p class="p">This article includes the following topics:</p>
<div class="p">
<ul class="ul" id="topic_mxc_z52_hhb__ul_c3w_ndp_pjb">
<li class="li"><a class="xref" href="#topic_nsp_mry_shb">About the Answer Bot for Slack integration</a></li>
<li class="li"><a class="xref" href="#topic_tx3_4ry_shb">Adding the integration to a Slack channel</a></li>
<li class="li"><a class="xref" href="#section_adv_z5s_shb">Removing the integration from a Slack channel</a></li>
<li class="li"><a class="xref" href="#topic_mq2_xvw_dvb">Editing autoreply settings for a Slack channel</a></li>
<li class="li"><a class="xref" href="#topic_tr1_pry_shb">Asking a question in Slack</a></li>
</ul>
</div>
<div class="p">For more information about Answer Bot and the Slack for Zendesk integration,
see the following articles:
<ul class="ul" id="topic_mxc_z52_hhb__ul_obm_gtj_qjb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821281818" target="_blank">Understanding everywhere you can use Zendesk
bots</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843621530" target="_blank">Using the Slack for Zendesk
integration</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_nsp_mry_shb">
<h2 class="title topictitle2" id="ariaid-title2">About the Answer Bot for Slack integration</h2>
<div class="body">
<p class="p">This integration is built on top of the Slack for Zendesk integration. It
is automatically available when you install the Slack for Zendesk integration. After
Answer Bot for Slack is installed, Zendesk admins can use Admin Center to add it to
Slack channels.</p>
<p class="p"><img class="image img-screenshot" id="topic_nsp_mry_shb__image_uk5_k1t_shb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/slack_answer_bot_convo_new.png" width="675"></p>
<div class="note">
<span class="notetitle">Note:</span> The Answer Bot for Slack integration works only for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821324826#01K20M7T89DW513X9KM1QPYAM6" target="_blank">these supported langues</a>. However,
Answer Bot cannot provide article suggestions in Slack when questions are asked
in Chinese, Korean, Japanese, or Thai. </div>
</div>
</div>
<div aria-labelledby="topic_tx3_4ry_shb__title_drf_nry_shb" class="topic nested1" id="topic_tx3_4ry_shb">
<h2 class="title topictitle2" id="topic_tx3_4ry_shb__title_drf_nry_shb">Adding the integration to a Slack channel</h2>
<div class="body">
<p class="p">Zendesk administrators can add autoreplies with articles to specific Slack channels
in Admin Center. The feature can be added to public and private channels. You must have
access to the private channels to add this feature to them.</p>
<p class="p">You first need to install the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833756698" target="_blank">Slack for Zendesk integration</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820349850" target="_blank">activate autoreplies</a> for this feature to be
available.</p>
<p class="p"><strong class="ph b">To add Answer Bot to a specific channel</strong></p>
<ol class="ol" id="topic_tx3_4ry_shb__ol_l2x_d5s_shb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_tx3_4ry_shb__image_lpm_pjc_ksb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">Click the options menu icon (<img class="image" id="topic_tx3_4ry_shb__image_ynn_xr3_j1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) next to Slack, then click <strong class="ph b">View</strong>.</li>
<li class="li">Click
<strong class="ph b">Configure</strong>
under the name of the Slack workspace you want to
configure.</li>
<li class="li">Click the
<strong class="ph b">Answer Bot</strong>
tab.</li>
<li class="li">Click
<strong class="ph b">Add Answer Bot</strong>.
<p class="p">The Add Answer Bot page appears.</p>
<p class="p"><img class="image img-screenshot" id="topic_tx3_4ry_shb__image_mnn_ptw_dvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/slack_answer_bot_add.png" width="500"></p>
</li>
<li class="li">In the <strong class="ph b">Slack Channel</strong> field, select the channel where you want to add Answer Bot. <p class="p">The
drop-down list displays public and private channels (that you have
access to) where <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6894206691866#topic_tjj_vjx_dvb" target="_blank">Zendesk is invited</a> and Answer Bot for
Slack is not already set up.</p>
The Slack channel list includes
private channels that you are a member of. If the app is a member of a
private channel that you're not a member of, you won't see it here until
you are also invited to that channel. <p class="p">If you don't see your private
channels in Zendesk (and you do see them in Slack), make sure you
added the Zendesk app to these channels. Also, ensure that your
default email in Zendesk matches your Slack email address.</p>
</li>
<li class="li">In the
<strong class="ph b">Brand</strong>
field, select the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829476378" target="_blank">brand</a>
to associate with this Answer
Bot.</li>
<li class="li">In the
<strong class="ph b">Segments</strong>
field, select
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827797274" target="_blank">user segments</a>
to refine article
recommendations by user segment.</li>
<li class="li">Click
<strong class="ph b">Save</strong>.</li>
</ol>
<p class="p">Answer Bot is added to the channel.</p>
<p class="p"><img class="image img-screenshot" id="topic_tx3_4ry_shb__image_itk_p5w_dvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/slack_answer_bot_saved.png" width="600"></p>
</div>
</div>
<div aria-labelledby="section_adv_z5s_shb__title_rys_nry_shb" class="topic nested1" id="section_adv_z5s_shb">
<h2 class="title topictitle2" id="section_adv_z5s_shb__title_rys_nry_shb">Removing the integration from a Slack channel</h2>
<div class="body">
<p class="p">To remove Answer Bot from a channel, you need to delete the integration
from that channel. You can’t recover it after you delete it.</p>
<p class="p"><strong class="ph b">To delete Answer Bot for Slack from a single channel</strong></p>
<ol class="ol" id="section_adv_z5s_shb__ol_bdv_z5s_shb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="section_adv_z5s_shb__image_lpm_pjc_ksb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">Click the options menu icon (<img class="image" id="section_adv_z5s_shb__image_tnc_5tg_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) next to Slack, then click <strong class="ph b">View</strong>.</li>
<li class="li">Click
<strong class="ph b">Configure</strong>
under the name of the Slack workspace you want to
configure.</li>
<li class="li">Click the
<strong class="ph b">Answer Bot</strong>
tab.</li>
<li class="li">Hover over the channel, click the options menu that appears (
<img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/macros_edit_menu_icon_vertical.png" width="5">), then click
<strong class="ph b">Delete</strong>.</li>
<li class="li">Click
<strong class="ph b">Delete configuration</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_mq2_xvw_dvb">
<h2 class="title topictitle2" id="ariaid-title5">Editing autoreply settings for a Slack channel</h2>
<div class="body">
<p class="p">After you’ve added Answer Bot for Slack to a channel, you can update the settings.
The changes take effect within the Slack channel immediately after you save
them.</p>
<p class="p"><strong class="ph b">To edit autoreply settings for a Slack channel</strong></p>
<ol class="ol" id="topic_mq2_xvw_dvb__ol_t4n_dww_dvb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_mq2_xvw_dvb__image_lpm_pjc_ksb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">Click the options menu icon (<img class="image" id="topic_mq2_xvw_dvb__image_urm_5tg_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) next to Slack, then click <strong class="ph b">View</strong>.</li>
<li class="li">Click
<strong class="ph b">Configure</strong>
under the name of the Slack workspace you want to
configure.</li>
<li class="li">Click the
<strong class="ph b">Answer Bot</strong>
tab.</li>
<li class="li">Hover over the channel, click the options menu that appears (
<img class="image" id="topic_mq2_xvw_dvb__image_vhj_gsf_s1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/macros_edit_menu_icon_vertical.png" width="5">), then click
<strong class="ph b">Edit</strong>.</li>
<li class="li">Update the Answer Bot settings as needed.</li>
<li class="li">Click
<strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_tr1_pry_shb">
<h2 class="title topictitle2" id="ariaid-title6">Asking a question in Slack</h2>
<div class="body">
<p class="p">Answer Bot for Slack listens on configured Slack channels and offers
article suggestions when a question is posted. The integration only listens on Slack
channels and does not interact with direct messages in Slack.</p>
<p class="p"><img class="image img-screenshot" id="topic_tr1_pry_shb__image_vsb_hxw_dvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/slack_answer_bot_convo_new.png" width="600"></p>
<p class="p">If your company uses multiple Zendesk accounts and has them configured in the same
channel, you'll receive article suggestions from all help centers tied to the Slack
workspace. The article suggestions aren't combined into one response; you will see
multiple Answer Bot responses.</p>
<p class="p"><strong class="ph b">To ask a question using autoreplies with articles in Slack</strong></p>
<ol class="ol" id="topic_tr1_pry_shb__ol_g1v_lvs_shb">
<li class="li">Post a question in the Slack channel containing at least five words
ending with a question mark. The bot responds to the question by starting a
thread.
<p class="p">If the bot doesn't respond, no articles were found related to your
question. Try rephrasing your question.</p>
</li>
<li class="li">Click
<strong class="ph b">Yes</strong>
or
<strong class="ph b">No</strong>
to indicate whether your question is
answered.
<p class="p">Clicking
<strong class="ph b">No</strong>
gives you options to give feedback and
<strong class="ph b">Submit
a Request</strong>
to create a ticket.</p>
</li>
<li class="li">If more than one article is found, click
<strong class="ph b">More suggestions</strong>
to
see additional articles.</li>
<li class="li">Click the article number button if it answers your question, or
<strong class="ph b">None of the above</strong>
if a suitable answer is not provided.</li>
</ol>
<p class="p">Your response to article suggestions is visible as a green tick or red cross emoji
reaction after the question. This is particularly useful in a busy Slack channel. It
indicates to other members of the channel whether the question was successfully
resolved or whether it needs someone to respond.</p>
<p class="p">If the suggestion doesn’t answer your question, you can create a ticket directly from Slack by
clicking <strong class="ph b">Submit a Request</strong>. For more information on submitting and viewing
tickets created in Slack, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843621530-Using-the-Slack-for-Zendesk-integration" target="_blank"> Using the Slack for Zendesk integration </a>.</p>
</div>
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