AI Insite Slack Integration

  • Updated

Integrating AI Insite with Slack significantly benefits your brand and customer service teams. This integration allows you to collect user information and send it — together with the conversation details —directly to a designated Slack channel, enabling your sales, support, or service representatives to respond quickly and efficiently.

Let's look at how:

  • To integrate Slack with Insite using the Answer Form Skill, you must create a new skill in the Settings menu.
  • When you get to the integrations and webhook sections, enter the following details:
    • In the Integrations section, select the Slack Endpoint.
    • Enter your Slack webhook in the provided field.
    • Click the Publish button at the bottom right of the page.

Setting Up a Webhook Endpoint

It is mandatory to create a webhook in Slack before setting up the integration with Insite.

Refer to the Slack API documentation for a step-by-step guide to setting up webhook endpoints.

Data Your Endpoint will Receive

An example of the data your Slack endpoint will receive is as follows:

Field Field Description Example
Skill Name The name of the skill that your agent used to capture this information Inbound Lead - Call Immediately
Field Name: User Input The name of the field as described in the skill’s information prompt, followed by the information the visitor entered Phone Number: 123457582
Conversation Link A link to view the visitor’s entire conversation in the browser https://agent.life/?url=act-on.com&conversation_id
=conversation_ugu1unuyz61m3txhfp70
Current Web Page The web page the visitor is currently on while interacting with your agent https://mysite.com/currentpage
Start Time The date/time (UTC/GMT) when the conversation started 2024-08-05 14:02:41
Duration The duration of the conversation up to the point when the information was sent 0:41:13
User Messages The messages exchanged between the visitor and your agent Tell me more about products; Tell me more about CRM integration; What are the benefits of integrating CRM with marketing automation?; Tell me more about customer retention
Pages Visited The names and URLs of web pages the visitor clicked on via your agent during the conversation My Company Product Page - https://mysite.com/productpage
Go to the Slack Help Center for information on how to set up a Slack account if you don't already have one.

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