To take this concept even further, we will be concentrating on making internal collaboration even better. For many teams, internal collaboration means Slack, so we're taking Side Conversations to Slack. This integration will enable agents to reach out to Slack channels via Side Conversations, tapping into the collective intelligence of the team, and allowing folks to reply back directly from Slack threads. This means no more stranded conversations in Slack and an easy way to get even more people involved in providing a great customer experience.
- start a new Slack Side Conversation and set a channel as the recipient- initiate a Slack thread for the channel to reply to- receive all replies to the Slack thread back in the Side Conversation- continue the conversation with the Slack thread from the Side Conversation- continue using Side Conversation trigger conditions on the new Slack conversations
Costs? This feature plans to be available with no extra charge as part of paid Collaboration add-on and naturally free during EAP period (https://www.zendesk.com/enterprise/collaboration-add/)
- No emoji picker or autocompletion- No attachments- No emoji reactions- No direct messages- No @mentions
While many of these things are planned for the future, they won't be a part of this beta. However, we'd love your feedback on which missing Slack features are vital to your workflows.
1. Provide feedback on the feature, ease of use, and documentation2. Report any bugs3. Be open to working very closely with us, initially and ongoing through this stage4. Willingness to get it wrong, in order to make it better