Answer your AI agent's questions in Slack
The AI reply agent can now ask your team in a Slack channel when it lacks a fact, and post a note there when it passes a chat to a person. It works like the Telegram connection, and you can use both.
Until now, the AI reply agent could reach your team only through a Telegram bot. When it did not have a fact it needed to answer a lead, it asked in your Telegram chat and held that reply until someone answered.
Now the same works in Slack.
How it works
When the agent needs a fact to answer a lead (a price, a date, a detail that is not in your instructions), it posts the question in the Slack channel you picked and holds that reply.
A teammate answers by replying in the thread under the question. Mako Reach then asks in the thread what to do with that answer: use it for this reply only, use it and keep it in the agent's knowledge base for future replies, or give another answer. Nothing goes to the lead until someone picks.
When the agent passes a chat to a person, the channel also gets a note with the lead's name, the reason and a link to the inbox.
If both Telegram and Slack are connected, the question goes to both and the first answer counts.
How to connect it
- Open Settings → AI agent → Escalation. Only a workspace admin can do this.
- Click Add to Slack, pick the channel where your team will answer, and allow access.
- Turn on Ask your team when the agent lacks info if you want the agent to ask questions. Handoff notes come to the channel either way.
For a private channel, add the app to it in Slack: open the channel and type /invite @Mako Reach.
To stop, click Disconnect Slack in the same place. Questions still waiting for an answer in Slack move to the pending replies list, where your team can answer the lead by hand.