How to Use the Slack Integration
- Carol Nelson (Unlicensed)
- Sara Collins
A user guide on how to use the Slack integration.
About the Slack Integration
This integration between Slack and Verint enables a two-way communication between both platforms. Installation and configuration is required on both the customer’s Slack workspace and Verint community
Key Features:
Provides a safe and secure connection between Verint and Slack
Ability to host two way communication between Slack and Verint
Ability to share forums, blogs, wikis, and ideas right from Verint to any Slack channel
A clean display for any page
Expected Slack Posting Behavior
The information below lists out the expected behaviors of messages posted in a Slack channel. This will indicate when a post is made as the Slack Bot vs a Slack User.
Verint to Slack sync
Commands/Connections App is installed on Slack channel
When a reply to the Sync’d forum thread is made:
If you are authorized AND joined a specified Slack channel, it will post as the author
If you are authorized AND joined a specified Slack channel, it will post as the Slack Bot
If you are not authorized AND not in a specified Slack channel, it will post as the Slack Bot
When a NEW FORUM THREAD is posted in the Verint Group:
If you are authorized AND joined a specified Slack channel, it will post as the author
If you are authorized AND joined a specified Slack channel, it will post as the Slack Bot
If you are not authorized AND not in a specified Slack channel, it will post as the Slack Bot
Authorizing Verint and Slack Connection
Navigate to the desired group homepage where Slack is enabled within your community
To authorize Slack via Verint please click on the authorize button on the home page of the group.
On the page that opens, enter your workspace’s slack URL and then click continue.
If you do not know your workspace URL you can click on “Find your workspaces” right below the continue button. You will be brought to a page where you can enter your work credentials to easily find and join your workspace.
PLEASE NOTE: Please confirm with your team what your Slack workspace is called to receive proper authorization and connection.
Next click “allow” on the page that comes up
You have now completed the authorization process.
Posting from Slack To Verint
Post a Comment/ Reply from Slack
Navigate to the thread that you would like to reply to
NOTE: Please ensure the slack channel you are replying in is connected to your Verint community.
Hover over the thread and click on reply to thread
Type out your message and ensure to check off also send to (slack channel name) - in this example newsdemo.
You can now see your reply in the Slack channel widget within your Verint community.
Sharing A Message/ Thread from Slack to Verint
In Slack, if there is a message that you would like to share, our Slack integration allows you to share directly from Slack to Verint.
Navigate to the message that you would like to share within the desired Slack channel.
NOTE: Please ensure this is one of the channels connected to your Verint community.
Hover over the message and click on the three dots all the way to the right (more actions)
Then in the pop-up select the shortcut create on community
In the next pop-up you want to type, search, and select your group where you would like to share this message. Then you select a forum application to share it to.
Then once you select a group and forum application, you can enter in a subject, comment and tags. Then click submit.
You can now see the message as a new forum post in the selected forum within your Verint community.
Answering in Verint Community From Slack
If you would like to reply to a thread from Slack and have it as a reply in your Verint community to that associated Verint forum…
Navigate to the thread you would like to reply to
Hover over the messages and select the three dots and then select answer in community
Write your reply in the text box and then click submit.
You can navigate to your Verint Community to view your reply sent from Slack.
Posting from Verint To Slack
Starting a New Forum/ Slack Thread
Once you are authorized to post to Slack from Verint…
Navigate to a group or page with the desired slack channel widget - this can be from a group home page or a piece of content’s page
Click on the new button in the top right corner and select the forum you would like to share to (please ensure this forum directs to the proper slack channel).
Once the form comes up to create a forum post, fill out all desired fields and then click post.
You now have created a new forum thread in the Verint Community as well as a new thread within your Slack Channel (this can be seen in the Slack Channel widget as well as the Slack Channel in the Slack App).
You can reply in the slack thread as you would do normally and you will see this reply reflected as a comment in the forum thread within your verint community.
Responding in a Slack Channel Widget
Once you are authorized to post to Slack from Verint…
Navigate to a group or page with the desired slack channel widget - this can be from a group home page or a piece of content’s page
PLEASE NOTE: The slack channel widget is set up to go to a specific channel - you will not be able to choose which channel you would like to post to from this widget. Instead ensure that you have found the correct slack channel widget that is set-up to go to the desired slack channel (can be told from the name at the top - ex: #newsdemo)
Group Home Page
Piece of Content’s Landing Page
Within the slack channel widget click within the text box where it says “enter message here” and begin typing your message.
When you are done typing your message click post.
You can then view your message within that Slack Channel widget in addition to the Slack Channel.
Yourself as well as fellow colleagues can easily respond to this thread from the Slack Channel - by clicking on reply to thread. Any replies will be reflected in the slack channel widget within your Verint community - as can be seen by the text in the gray chat bubble within the Slack Channel widget.
Sharing Content from Verint to Slack
Navigate to the piece of content you would like to share to Slack.
PLEASE NOTE: You must still be authorized to share to Slack
On the content’s page find the widget where there is a button labeled “share in slack” and click on it.
In the pop-up window, type and search for the channel you would like to share to. Once you have found it, click on it.
The pop-up window will then expand; once you see a green check to the right of the desired Slack channel, click “share”.
Once you click share, a new pop-up window will come up with a message stating that your content was shared successfully. You can also navigate to the Slack Channel to view what you shared.
Support
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