When you message the AI Helpdesk Bot, the AI responds in real time. You can submit inquiries from Slack, Microsoft Teams, LINE WORKS, or Google Chat.
Before you start
The Bot must be installed in your workspace. If the Bot is not in your channel or space, contact your IT team.
Starting a conversation
Open the channel where the Bot is installed
Open the helpdesk channel your IT team directed you to (for example, #it-helpdesk).
Mention the Bot and type your question
Type @Helpdesk followed by your question and send.Depending on the channel settings, the Bot may respond to messages without a mention. Check with your IT team.
Continue the conversation in the thread
The Bot creates a thread under your first message and replies there. All follow-up messages should be sent inside that thread.
All members of the channel can see the inquiries you send there and the Bot’s replies. If you do not want other employees to see an inquiry, send it to Helpdesk Bot by following the steps in the Slack (direct message) tab. If direct messages are not available, check with your IT team. AI Helpdesk admins and operators can still view inquiries sent by direct message in the admin console.
Open a direct message with the Helpdesk Bot
Find Helpdesk Bot in the Slack sidebar and open a direct message.
Continue in the thread
The Bot creates a thread and replies there. For a new inquiry, start a new top-level message — do not use the same thread.
DM Bot reactions may be set to “Do not react” by default. If DMs are unavailable, try a channel instead.
Open the helpdesk channel
Open the helpdesk channel your IT team directed you to.
Mention the Bot and type your question
Type @Helpdesk followed by your question and send. Continue in the reply chain
The Bot replies as a reply chain under your message. Continue the conversation there.
Send a message to the Helpdesk Bot
Find Helpdesk Bot in Teams and send your question in a one-on-one chat (direct message) with the Bot. Continue in the new group chat
The Bot creates a new Group Chat room for your inquiry. One Group Chat room is created per inquiry.
Open the talk room with the Bot
Open the talk room with the Bot that your IT team directed you to.
Continue in the new group talk
The Bot automatically creates a new group talk for your inquiry. One group talk is created per inquiry.
Open a direct message with the Bot
Find Helpdesk Bot in Google Chat and open a direct message.
Continue the conversation
The Bot replies. For a new inquiry, send a new message.
Open the space where the Bot is installed
Open the helpdesk space your IT team directed you to.
Mention the Bot and type your question
Type @Helpdesk followed by your question and send. Continue the conversation in the thread
The Bot creates a thread under your first message and replies there. All follow-up messages should be sent inside that thread.
In Slack, Microsoft Teams, and Google Chat, the Bot first replies to your inquiry with “Processing your request…”. When the answer is ready, the Bot replaces that message with it. The answer is usually not posted as a new message. As a result, your chat service may not notify you when the answer arrives.
What is a session?
One inquiry = one session = one thread (or chat room). If you send a message to a closed thread, the Bot will ask you to start a new thread for a new inquiry.
If you have multiple questions, create a new message (thread) for each one.
When the AI cannot resolve your issue
If the AI cannot resolve your issue, you can request escalation to a human operator. See Request escalation to an operator. 
