I. Intro

When you discuss business, administration, or financial processes with team members in a group chat and come across questions, you can add the bots of the corresponding Help Desk to the chat and @mention the bots to get the answer.

II. Steps

1. Add a Help Desk bot

In a group chat box, click the Settings icon.

Go to BOTs > Add Bot. Search for and add the Help Desk bot you need.

Note: You can't add the bots of help desks that are unavailable to you.

2.@mention a bot

@mention a bot with a question

When you @mention a bot with a question in a group chat, the bot may send you a few related questions. You can click the questions to view their answers.

Alternatively, the bot will send an invitation link to invite you and other group members to an agent group. After you join the agent group, the agents in the group will help answer your questions.

Note:

•If a group member fails to join the agent group by clicking the invitation link before the current ticket is closed, it means that the help desk is unavailable to that member.

•This agent group is automatically disbanded when the ticket is closed.

@mention a bot without a question

When you @mention a bot without a question in a group chat, the bot may send you FAQs category cards. You can click the category cards to check if there are the answers you need.

If not, @mention the bot and describe your question or join the agent group chat to transfer to agent service.