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Integration

Slack and Slack Connect, with nothing new for customers

Thorpe runs inside your Slack workspace. Customers keep writing in the shared Slack Connect channels they already use, and your team tracks each request from a triage channel, with an owner and an SLA.

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A request card in the triage channel, with owner, priority and SLA

What changes, and what doesn't

Customer channels

During setup, Thorpe lists the channels it can see and ticks your Slack Connect channels for you. Untick any you don't want tracked. Thorpe joins the public ones on its own. For a private channel, run /invite @Thorpe in it.

Thorpe opens requests only in the channels an admin marks as customer channels. It tells people apart by their Slack workspace, so your teammates are never mistaken for customers.

  • A new top-level message from the customer opens a request.
  • A customer reply in that thread joins the same request.
  • Your team's reply in the thread counts as your answer.
  • A top-level message from your team does nothing. It is neither a request nor a reply.
A customer's question in the shared channel becomes a request card in the triage channel, and the reply in the customer's thread updates the card

The triage channel

Request cards go to an internal channel you pick, such as #support-triage, so keep customers out of it. Each card shows the request, the customer channel, the owner, the priority and the SLA, and updates itself as the request changes.

  • Claim a request with Assign to me or a 🙋 reaction.
  • At 75% and 100% of a target, Thorpe posts an alert in the triage channel and DMs the owner, if there is one.
  • A message that was not tracked can become a request with the Track as request shortcut.
Claiming a request with an emoji reaction

Bot scopes, and nothing more

Slack calls permissions scopes. Thorpe asks for 13 bot scopes, and the docs list each one with the reason Thorpe needs it, so you can check them before you approve the install. Slack sends Thorpe messages only from the channels it has been added to.

Uninstalling Thorpe from Slack removes every permission at once, and Thorpe deletes its Slack tokens straight away.

Acts as
The Thorpe app, never a person
User scopes
None
Admin scopes
None
Private channels
Only after you invite Thorpe

How it works

  1. Step 1

    Add Thorpe to your Slack workspace and approve its bot permissions. The person who installs it becomes its first admin.

  2. Step 2

    Pick your customer channels. Slack Connect channels are ticked for you.

  3. Step 3

    Pick the internal triage channel where request cards go.

  4. Step 4

    Set your first-response and resolution targets, then choose Finish setup.

Details

Customer channels
Your Slack Connect channels
First response
30 minutes
Resolution
8 business hours
Business hours
Monday to Friday, 9:00 to 18:00, in your time zone
Private channels
Tracked after you run /invite @Thorpe
AI
Off until an admin turns it on in Settings > AI
Who changes setup
Thorpe admins

Questions

Does Thorpe post in customer channels?

Thorpe never posts its cards or alerts in a customer channel. It posts there only for features an admin turns on, such as the rating prompt, or for messages your team chooses to send, such as a broadcast.

Can customers ask a question privately?

Private requests are not open yet. With them, a customer sends Thorpe a direct message, and your team answers from a private triage channel. Join the waitlist to hear when they open.

What does AI do in Slack?

AI is off until an admin turns it on. With it off, every top-level customer message opens a request and nothing is sent to a model. AI never sends anything to a customer.

Can we set up from Slack?

Yes. Open Thorpe's Home tab and choose Set up here. Only Thorpe admins can change setup.

Read more

Get started

Track every request in your shared channels

Tell us about your team and we will get in touch to set Thorpe up with you.

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