Prerequisites
You will need to have access to Terminus Chat Experiences and Slack in order to use this integration. If you do not have access to Terminus Chat, please reach out to your CSM to discuss your packaging.
Feature Details
Manage Entire Conversations:
- Send and receive Terminus Chat messages within Slack.
- Use the built-in Slack shortcuts to book meetings and collect information from your chat visitors.
- All of the data, including the entire back and forth conversation, will automatically push back into Chat Experiences (and into your connected systems as configured within Concluding Plays).
- Pick up the conversation from anywhere without disturbing the visitor experience. If you initially answer a conversation in Terminus Chat, you can switch to Slack and vice versa without your chat visitor knowing. Messages from all communication channels (Terminus Chat on web browser, Terminus Chat mobile app, etc.) will be broadcasted live in the respective Slack thread for each conversation.
- At the end of the chat, you will have the opportunity to indicate how qualified a lead is like usual.
Configurable Notifications:
You can select to push notifications to a routing group, an individual account owner, or even a global channel.
- Routing Group: Within your routing group settings in Chat Experiences, you can now add a Slack channel. Chat Experiences will then push all notifications for the routing group into the respective Slack channel and "@" mention the members of the routing group.
- If all members of a routing group except for one person are on Do Not Disturb within Terminus Chat, the online team member will receive a Slack DM rather than the channel.
- If a routing group only has one member, Terminus Chat will push the notification to a DM instead of a channel.
- Individual Account Owner: When an identified target account initiates a conversation on your website, Chat Experiences notifications can be directed to the assigned account owner with our account-based routing capabilities. These account-based notifications will be sent to the account owner’s Slack direct messages.
- Global Channel: For smaller teams that do not need to utilize multiple routing groups, we’ve added the ability to easily send all chat notifications to one dedicated Slack channel of your choosing.
These steps can be completed by a Terminus Chat admin. Administrative privileges to Slack are not required to create the connection.
Establish the Connection Between Slack and Terminus Chat
1. Navigate to the integrations page and click “Setup” for the Slack integration. This will open a new window.
If you receive an error message, please reference this article.
2. If you are in multiple Slack workspaces, there will be a dropdown menu in the top right corner to select which workspace you’d like to connect to Terminus Chat.
3. Once you’ve confirmed that you are connecting to the desired Slack workspace, click allow.
4. By clicking Allow, the connection will be established. The Slack Integration Settings window will automatically open in Terminus Chat:
Optional: Allow Channel IDs for selection
By turning on this toggle, you will be required to input the Slack channel ID instead of the Slack channel name in the Routing Group settings. This option is only recommended for teams who have 1000+ Slack channels or experience slow load times when searching by channel name.
Optional: Global Channel
By turning on this toggle, all Slack notifications will be pushed into the selected channel. This option is only recommended for teams that use one routing group across all of their playbooks.
When you turn on the toggle, you will be prompted to input a Slack channel that you’d like to push notifications. We recommend creating a Slack channel that is dedicated to Terminus Chat notifications if you choose this option.
5. Input the Slack username to map all Terminus Chat users to their Slack accounts.
Important: Only users whose Terminus Chat and Slack accounts are mapped will be able to send messages to chat visitors from Slack. If a Slack user’s account is not mapped to Terminus Chat and they try to answer an incoming chat request, they will receive this error message:
6. Once you’ve mapped all of the users, click save in the bottom right corner of the Slack Integration Settings window:
Establish the Connection Between Slack and Terminus Chat
In order to push chat notifications into a private Slack channel, the Terminus Chat app needs to be added as a member of the channel. The next two steps are optional for public channels.
To add the Terminus Chat app to a private channel:
1. Type @Terminus Chat in the message field and hit enter.
2. This modal will appear. Click “Add to Channel”.
Add Slack Channel to Routing Groups
When the Slack Integration is connected, a new “Slack Channel” field will appear in Routing Groups. This is where you can choose the Slack channel where you want to push notifications for the respective Routing Group.
Reminder: The Terminus Chat App needs to be a member of the channel for chat notifications to push successfully. Private Channels will only appear for selection when the Terminus Chat App has been added as a member to the channel.
For more information using this Slack integration, please refer to How to Manage Terminus Chat Conversations in Slack.
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