Channel Setup

Creating Triage Channels

Triage channels are a dedicated place in Slack to receive alerts on new customer issues and to collaborate on these issues internally.

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

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

Pylon can be enabled in customer channels either directly from Pylon or from Slack.

Private customer channels must be enabled directly in Slack.

Dashboard

Select "Slack" to bulk enable Pylon in relevant customer channels.

Slack

Pylon will have function 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 and setup channels automatically.

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.

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

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.

Enable an Internal Channel

An internal channel is a channel where users from within your company are asking questions, typically to the support or customer-facing team.

Link this channel from the Pylon dashboard - for more information see here.