Creating Triage Channels

We recommend reading the guides on Conversational Ticketing & Triage Channels first

For Small Teams

Make one public channel called #customer-alerts.

For Larger Teams

If you have multiple team members handling accounts, we recommend opening up one triage channel per person on your team is responsible for handling account messages.

For example, if you have three CSMs Alex, Sabrina, and John:

  • #alex-customers
  • #sabrina-customers
  • #john-customers
You can now connect customer channels to these Triage Channels.

If you’re in a public workspace, or just want to make your triage channel private, add Pylon to the channel following the below instructions, but choose Triage Channel.

Enable a Customer Channel

During onboarding, our implementation team can help you bulk enable Pylon in your existing customer channels. Ask the Pylon team about bulk enabling in your shared Slack channel.

Pylon will only be enabled in customer channels that you explicitly enable it in. If you want it to be enabled in channels automatically, you can use our CRM widget to create channels and setup Pylon for you.

  1. Go to your customer channel

  2. Type /invite @Pylon or the whatever you named the Pylon bot as and click enter.

  3. You’ll get a prompt to enable Pylon in the channel. Select Customer Channel.

  1. Fill out the modal with your preferences including selecting the desired triage channel (these will be saved for the next time)

This channel has now been enabled and now messages from the customer in that channel will be sent to the triage channel!

Enable a Community Channel

A community channel is a channel with users from many different companies, typically in a community workspace.

Link this channel the same way you would a customer channel, but choose Community Channel once inviting Pylon to the channel.