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Creating a Slack App for Internal Ticketing

To enable internal ticketing functionality on your agent's live chat screen, follow these steps:

  1. Create a new Slack app: Go to the Slack API page and click on "Create New App".

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  1. Configure app settings:

    • Select From Scratch and provide a name for your app. image

    • Choose the workspace where you want to deploy the app and click on Create App. image

    • Dashboard for the app opens up. image

  2. Set up incoming webhooks:

    • Navigate to Features in the left sidebar and select Incoming Webhooks. image
    • Toggle Activate Incoming Webhook to turn it on. image

  3. Configure event subscriptions:

    • Under Features, select Event Subscriptions. image
    • Enable events and provide a Request URL obtained from the Inbox Team. image image
    • Click Subscribe to bot events. image
    • Subscribe to the following events:
      • Channel Deleted
      • Member Joined Channel
      • Member Left Channel
      • Message Channels
      • Message Groups image
    • Click on Save Changes. image

  4. OAuth and permissions:

    • Go to OAuth and Permissions to deploy the app in your Slack workspace. image
    • Click on Install to Workspace to generate the Bot User OAuth token required for internal ticketing. image
    • Allow access to the general channel or any specific channels where the app can post messages. image

  5. Copy Bot User OAuth Token: After installation, copy the Bot User OAuth Token, which typically starts with xoxb-. Paste this token in the Channels Page in cloud.yellow.ai under Slack > Slack Tokens. image image

  6. Add scopes: Scroll down to the Scopes section and add the following scopes for the Bot User OAuth Token:

App Mentions: Read
Chat: Write
Channels: Write Invites
Channels: History
Channels: Read
Chat: Write Customize
Chat: Write Public
Files: Write
Groups: History
Groups: Read
Groups: Write
Groups: Write Invites
IM: History
IM: Read
IM: Write Invites
Metadata Message: Read
MPIM: History
MPIM: Read
MPIM: Write Invites
Usergroups: Read
Users: Read
Files: Read
Remote Files: Share
Remote Files: Write

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  1. Reinstall the app: Once all scopes are added, reinstall the app to your workspace by clicking on Reinstall to Workspace. image

  2. Finalize configuration: Your Slack app is now ready for use. Use the Bot User OAuth Token for configuring internal ticketing on cloud.yellow.ai > Channels > Slack.

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Refer to this document for guidance on using internal ticketing within the inbox.