Channel Setup
Last updated
Last updated
Make one public channel called #customer-alerts.
If you have multiple team members handling accounts, we recommend opening up one 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 internal threads in a private channel, add Pylon to the channel following the below instructions, but choose Triage Channel.
Go to Settings > Internal Threads (under Workflows) and select the first template.
Under "Send To", pick the channel you created above! You can always change where internal threads are created, or segment issues by account owner or other properties to create internal threads in differente places.
Pylon can be enabled in customer channels either directly from Pylon or from Slack.
Private customer channels must be enabled directly in Slack.
Select "Slack" to bulk enable Pylon in relevant customer channels.
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.
Go to your customer channel
Type /invite @Pylon or the whatever you named the Pylon bot as and click enter.
You’ll get a prompt to enable Pylon in the channel. Select Customer Channel.
Fill out the modal with your preferences including selecting the desired triage channel (these will be saved for the next time)
Internal threads are a dedicated threads in Slack to discuss and collaborate on new customer issues internally. All discussion in these threads will be synced back to Pylon!
Set up an Internal Threads channel
Create a channel like #customer-alerts
Go to Internal Threads and click "Forward all new issues to Slack"
Under "Send To" put in your internal channel!
If you have a common pattern to your slack channels, you can autolink them. Head over to the Accounts page and click on the gear icon in the Add Account button. You'll be able to configure the pattern of your Slack channels there so they will autolink into the future.
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.
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.
