Unify all your conversations with customers, vendors, and contractors without ever leaving your team's Slack.# Features - Support request queueing: Queues collect all incoming requests into a single channel for your support agents to easily 'PickUp'. - Private conversations: Individual private channels keep conversation history neat and tidy no matter how they choose to contact you.# Usage## Creating queue channelsUse the 'Create new Queue' button or the /seamly create command to create a new queue channel that you can then add agents and clients to.## Adding Agents to a QueueTo add a new support agent to a queue channel (which allows them to view and respond to incoming support requests), use the /seamly addagent command within the queue channel.NOTE: This is the only way to add an agent to a queue channel. If you try to use the built in Slack /invite command the action will be immediately reverted and you’ll receive a notification saying to use the Seamly command.## Adding Clients to a QueueThere are few ways to invite clients or client teams to join a queue channel.### Inviting a Slack Team To send an invite to another Slack team, use one of the following methods: 1. Click the 'Invite a Client' button from the Seamly app home message thread. or 2. Use the '/seamly addclient` command within the queue channel.Once you fill out the information in the dialog box and submit it, an email invite will be sent to the client for them to accept.## Sending SMS only invites to client phonesIf you have clients that don’t use Slack and just want to be able to text your business phone number for support, you can send them and SMS only invite.To do this, go to your dashboard at https://business.seamly.chat, select your agent team, then click ‘Add a Client Team’ at the bottom.Add the individual clients names and phone numbers for the team and they’ll receive a text with a contact card and a welcome message.## Removing Agents from QueueTo remove an agent from a queue they are currently part of, use the /seamly kickagent command.NOTE: This is the only way to remove an agent from a queue channel. If you try to use the built in Slack /kick command the action will be immediately reverted and you’ll receive a notification saying to use the Seamly command.## Picking Up ConversationsWhen a support request comes in, it’ll be directed to the queue channel for that client. Agents that are part of that queue can click the ‘Pickup’ button at the bottom of the message, or the /seamly pickup command to PickUp the first client in the queue of waiting clients.## Closing ConversationsAfter an agent has dealt with a support request within the private conversation with a client, they can close out the conversation by using the /seamly close command within the client’s personal private channel.
Seamly Agent will be able to view:
Seamly Agent will be able to do:
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