Set up Slack escalations

With Slack connected, your agents can escalate a ticket into a thread in one of your channels. Your team answers in the thread, as they would for any question, and Pluno carries what matters back to the ticket.

You need the Admin role in Pluno.

Connect Slack#

1. In the Pluno web app, open Escalation Copilot, then Slack escalation.
2. Select Invite Pluno to Slack and approve the app for your workspace.

You land on a confirmation page. Next, choose the channels.

Choose the channels#

No channel is available for escalations until you choose one.

1. On Slack Escalation, open the Manage Channels tab.
2. Under Channels for Escalations, select the channels agents may escalate to.
3. Save.

Pluno joins public channels by itself when you save.

Private channels#

Pluno can only see a private channel once it is a member.

1. In Slack, open the channel and type /invite @Pluno.
2. Reload the Slack Escalation page in Pluno.
3. Select the channel and save.

Limit channels per brand#

By default, every escalation channel is available for every brand.

1. On the Manage Channels tab, find Escalation Channel Restrictions for Brands.
2. Tick Restrict Slack channels for this brand.
3. Select the channels that brand may use.
4. Save.

What a thread looks like#

Pluno posts a message to the channel with:

• The title of the escalation.
• The customer's name.
• A link back to the ticket.
• An emoji for the ticket's status, and one for its priority if it has one.

The files the agent attached and the full report follow as replies in the thread.

How replies reach the ticket#

Your team simply replies in the thread. There is no need to mention Pluno.

• Pluno reads every reply from a person in the thread, including edits.
• It decides whether the support agent needs to know, following your escalation workflows.
• When it passes a reply on, it adds a ☑️ reaction to that reply, so your team can see it reached support.

The first time someone replies in a Pluno thread, they get a private message explaining this.

On the ticket, the agent sees an internal note starting with Pluno - Update from Slack: and, if there is news for the customer, a suggested message.

What Pluno can do in Slack#

Next steps#

• Customize the escalation report for Slack, or for a single channel.
• Decide which replies reach your agents in workflows and settings.