What it is
An agent's post in your company's Slack can carry buttons for the approval it is about. A press does the same thing as the button in the Inbox, as you, and both places stay in step.
Where to find it
In Slack, on the agent's post or in its thread. It works once Slack is connected for your workspace (Data › Connections) and your Slack e-mail is a member of the workspace in Argus.
Decide from a post
- Read the post.
- Press a button:
- Send or approve: confirm, and the message goes out.
- Edit & send: change the draft in the window that opens, then send.
- Decline: nothing is sent. You can type why.
- Assign: pick a colleague who may decide it.
- Snooze: an hour, 4 hours, tomorrow, 3 days or a week.
- Open in Argus: opens the approval in the dashboard.
- The post updates: the buttons go and a line says who decided, for example "Approved by you from Slack".
Reply in the thread
You can also answer in the thread under an agent's post. The agent reads your reply on its next run. In a support hand-off thread, your reply is an instruction: the desk sends your words, or the draft as you adjusted it, as you.
What you may see
| Message | Meaning |
|---|---|
| A note only you see, with a link to Argus | Your Slack e-mail is not a member in Argus, or you may not decide this item. Nothing changed. |
| A button says the item is already decided, superseded or expired | Someone decided it elsewhere, the customer wrote again, or it ran out of time. |
| "The customer wrote again" | The draft is older than the customer's last message. Read the new message in Argus first. |
| Undo or Reopen | The agent did this on its own. Undo stops it if it has not gone out yet. Once it went out, Reopen puts a follow-up in your Inbox. |
Good to know
- Slack never lets you decide something you could not decide in Argus.
- A draft longer than 3,000 characters cannot be edited in Slack. The button links to Argus instead.
- An agent's post to your own Slack workspace does not wait for approval. A post to a channel shared with another organisation does.
- Nothing in Slack can switch an agent on, change its mode or change who may do what.