Configure promoted topics for Conversational Integration with Slack

Configure promoted topics to push out important, common topics for users' quick consumption during a conversation with the Slack bot. You can configure up to six different promoted topics to be displayed on the Slack channel greeting message.

Before you begin

Role required: admin or va_admin

Procedure

1. Navigate to All > Conversational Interfaces > Settings.
2. On the Virtual Agent settings page, navigate to the Custom greetings and setup and click View All.
   The promoted topics that you have previously configured reside in the default chat experience. For more information, see Configure a Virtual Agent chat experience. If default chat experience is the only row that you have on your instance, then you observe that the promoted topics will be applied to Web Client, Microsoft Teams, and Slack (unless you configure something unique for Slack as instructed below.)

   If you want to set up unique promoted topics for Slack that have to be different from the Web Client, follow the procedure below.

3. On the Custom Greetings & Setup page, click New.
4. On the form, fill in the fields.

   Table 1. Create New Custom Greetings and Setup

   Field	Description
   Name	Name of the chat experience. For example, Slack chat experience.
   Description	Description of the chat experience.
   Active	Enable or disable the chat experience.
   Order	Order for the promoted topics to appear on the chat.
   Domain	Application scope of the chat experience.
   Condition Mode	Situation where your user gets this chat experience. Available Conditions Modes: Advanced Simple
   Condition	Condition that defines the condition mode for the chat experience. Set up a simple condition with [devicetype] [is] [slack]. Note: If you set up [devicetype] [is] [teams] in the Condition pop up with a higher order than the default chat experience, then Slack picks up the setup topics and promoted topics defined in this experience. This change will not affect Web Client, which is still going to inherit the setup topics and promoted topics defined in the default chat experience.

5. Click Create custom experience.
6. Add promoted topics in the Slack chat experience form that you created.
   Review the character length of your promoted topics before adding them for Slack. When the text in the topic gets closer to ~30 characters, the text may get truncated. For more information, see Slack document.
   1. On the Slack chat experience form, click the Promoted Topics tab and click Add topic.
   2. On the form, fill in the fields.

      Table 2. Create New Promoted Topics

      Field	Description
      Topic	Name of the topic being chosen. Use the Search icon to choose a topic.
      Order	Provide the order for the topic chosen.

      Note:

      Similar to the Web Client, you can configure a maximum of six promoted topics for the Slack channel.
   3. Click Save.

What to do next

Start a conversation with the Slack bot and you should be able to see the promoted topics after the greeting message that you have setup for the Slack channel.

In you have not configured the promoted topics for Slack, then the promoted topics from the default chat experience are displayed.