Before adding a bot to your Slack DM configuration, your account must meet the following requirements:

• Agent Workspaceandmessagingactivated.
• Have at least oneChat-enabled agent.
• TheSlack Direct Messages channel for Zendesk messaging activated.
• A conversation bot. You canpublish a previously-built bot, orcreate a new botto use in the channel.

Some messaging bot features perform differently in the Slack DM channel than in other messaging channels:

• TheAsk for details stepis not available in the Slack DM channel. If it is included as part of an answer in your bot flow, it will be bypassed.
• TheGreeting responsedoes not appear in the conversation.

Because of the above limitations, there are a number of best practices we recommend when creating your bot:

• Because the Greeting response is not active in the conversation, we recommendcreating an answerthat includes a welcome message, with conversation starters (such as “hello”) as intents.
• Turn off the自动回退的反应.
• Create a trigger toimmediately close solved tickets.

If you no longer want to include a conversation bot in your Slack DM channel, you can disconnect it. The channel will then resume Slack DM Support functionality.

When you disconnect the bot from the channel:

• Conversations that have been handed off to an agent are unaffected.
• If the end user interacts with the bot, for example by entering text or clicking a button, they are handed off to an agent. This is a “silent handoff”, and the end user will not receive an automated response or notification of the handoff until the agent responds.

To remove bot functionality from your Slack DM channel:

1. InAdmin Center, clickChannelsin the sidebar, then select机器人和自动化s > Bots.
2. Hover over the bot you want to update and clickSettings.
3. In theGeneraltab, scroll down to the Channels section.
4. Deselect the bot you want to remove.
5. ClickSave.