Using Virtual Agent in Slack
The Slack integration delivers support services within Slack workspaces, using Slack's native UI components for a seamless experience.
Features
• Block Kit Cards: Instead of adaptive cards, the Slack implementation uses Block Kit for rich, interactive messages
• Slash Commands: Provides quick access to bot functions through custom slash commands
• Channel Integration: Works in direct messages and can be invited to channels
• Workspace Directory: Accesses the Slack workspace directory for user information
• App Home: Offers a dedicated home tab within Slack for persistent access
Implementation
Slack integration leverages Slack's Bot API and event subscriptions:
- App Registration: The bot is registered as a Slack app
- Event Subscriptions: Listens for message and interaction events
- OAuth Integration: Handles authentication through Slack's OAuth flow
- Interactive Components: Processes user interactions with Block Kit elements
- File Handling: Manages secure file transfers within Slack
User Experience
Users interact with the Virtual Agent directly in Slack:
• They can message the bot directly or use slash commands in any channel • View Block Kit cards with ticket details and action buttons • Receive notifications as direct messages • Use interactive elements like dropdowns and buttons • Access persistent conversation history in the direct message thread