Here you will learn how to connect Slack to EnjoyHQ so that you can add customer feedback from any Slack channel to your EnjoyHQ account.
First, connect your EnjoyHQ account with Slack. You will find it in your account settings
After succesful authorization you'll be presented with the Slack integration configuration screen:
Here you can configure what options will be shown when sharing feedback from Slack to EnjoyHQ.
You can select up to 100 tags which you want to show in the submission dialog (see below). Only 2 tags can be submitted with the feedback.
You can select up to 100 properties which will be available in the submission dialog. The property names and values cannot be longer than 20 characters and just like tags - only two properties can be sent with the submitted feedback.
You can make the customer email address mandatory, or optional.
Sharing from Slack to EnjoyHQ
Once you connect and configure the Slack integration you can share individual messages from any channel at any time. Click the "more actions" button and pick "Send to EnjoyHQ" action:
You'll be presented with a dialog confirming your submission. Here you can add the feedback title, provide customer's email address and optionally classify the feedback with tags and properties. You can also edit the content before submitting:
When the feedback is received you will get a private message with the link to the feedback document in EnjoyHQ:
The new document can be seen in your account after a short amount of time during which we process the forwarded message.
Ingested message will be fully editable in EnjoyHQ, although the changes won't be synchronized back to Slack. Additionally, you can forward messages with images or attached files:
Our integration will interpret most of Slack's formatting options and information attached to a message, for example website descriptions, attachments sent by other Slack integrations.
Sharing using the bot
After connecting Slack to EnjoyHQ, invite
@enjoybot to any Slack channel from which you'd like to start sending feedback:
To send feedback the bot followed by word add and feedback you want to send.For example:
@enjoy add I think you guys are doing an amazing job!
This will create a new document in EnjoyHQ with content "I think you guys are doing an amazing job". The bot will now start a thread and ask you follow up questions about:
- the subject of the document
- email of the user who gave the feedback (not the submitter of the feedback!)
These questions are optional, you can ignore them by replying with skip. After has finished asking questions, any message sent to the thread will append that new message to the EnjoyHQ document created the first step. See below:
That's it. Now, all your team members can send customer feedback right into your EnjoyHQ account without leaving Slack.
You can invite the bot to as many channels as you like.
Can I add images or attachments to messages sent via the bot?
Unfortunately, the bot can only ingest plain-text messages.
If I'm forwarding a piece of feedback which reports a recurring issue - should I add it to a previously shared feedback or create a new one?
We usually advise feedback separately from if it different customers. It has certain advantages:
- you'll be able to count how many times issue or a request has come up in the past by checking the number of documents
- if you have segmentation data in your account, you'll be able to break down individual requests by user properties
Having all feedback in one conversation definitely works, but because you can link it only to one customer it and can be tagged only once (unless you highlight it and tag highlights individually) the search and reporting won't be accurate.