Acting on alerts from Slack and Teams

A sentiment or tonality alert can reach Slack or Teams as a Customer Success card with buttons. The people in the channel can then handle the alert from chat, with the same results as in the Customer Success Center. The card is available when your administrator has set it up for your organisation.

Before you start: the card needs all of this in place.

• The Customer Success module is on.
• The Qubit assistant is switched on for the channel, and Include action buttons on Q-Notice cards is on. Both are in Channel Assistant settings.
• A destination is set for the card, either on the rule or as Destination under Q-Notice cards in the same settings.
• A Q-Notice auto rule exists on the Sentiment / tonality alert raised event. An administrator creates it with New from template: Sentiment alert card on the Auto-Rules tab of the Q-Notice Center. The rule posts one card for each new alert. See Q-Notice auto-rules.

Without them, the alert still reaches the webhook set in Q-Director, with links only and no buttons. See Sentiment and tonality alerts. Stale alerts never get a card.

What the card shows

The title reads Negative Sentiment or Unprofessional Tonality, followed by the ticket number and the client. The message gives the client and the user, the sentiment and tonality scores, any escalation the analysis suggests, the analysis and up to three recommendations.

Five buttons carry out actions: Reprocess, Dismiss, Silence, Send CSAT and Create CS ticket. The Silence button also shows its hours, for example Silence 4h. Two link buttons, Open in Halo and Open in Customer Success, open the ticket in HaloPSA and the Customer Success Center.

Use the buttons

When a click works, QuantumOps replaces the buttons with a line that says who did what, such as Dismissed by Jane, so nobody clicks twice. When it fails, the card keeps its buttons and QuantumOps tells the person who clicked why.

Confirm before QuantumOps e-mails the client

Send CSAT and Create CS ticket e-mail the client with AI-written text, and the card skips the review step you get in the Center. For that reason you confirm first.

• In Slack, a confirmation dialog explains what will happen. Select Send to go ahead or Cancel to stop.
• In Teams, the button opens a small card with the same explanation and a Send button.

A chat card has no dialog to edit in, so it uses the defaults:

• Send CSAT asks about the technician assigned to the ticket, on the 1-5 scale, with an AI-written question.
• Create CS ticket uses the ticket type and team from the Customer Success settings. The owner is your linked HaloPSA agent, otherwise the Default CS Agent. With neither, QuantumOps refuses and tells you to link your account to a HaloPSA agent or set a default agent.

To read or change the text first, select Open in Customer Success and use the alert there. See Working the alert feed.

Know who can click

Anyone in the channel can click, with these rules.

• Send CSAT and Create CS ticket always need a linked QuantumOps account. The other buttons need one while Unlinked users get read-only answers is on for the channel. Without a link, the reply asks you to link first. See Linking your Slack or Teams account.
• Every click passes your organisation's tool policy for the chat assistant. If the policy blocks the action, the reply says so and gives the reason. If the policy asks for approval, your click counts as the approval.
• A click answers that the Qubit assistant is not enabled when it is switched off for the channel, and that the module is off when the Customer Success module is off.
• The card acts on the newest alert of its type for that ticket. Dismiss and Silence need that alert to exist. It appears in the Center a moment after the alert reaches the channel, and only while the Center monitors that type. If you click too early, the reply says there is no alert yet. Reprocess, Send CSAT and Create CS ticket work without one. Dismissing an alert that is already dismissed is refused, and so is silencing one.

Check what happened

The alert's history in the Center records each click under the name or e-mail of the person who clicked. Select View History on the alert. The Q-Notice behind the card keeps its own record too. See How Q-Notices are delivered.

Related pages

• Working the alert feed: the same actions in the Center.
• Customer Success settings: the silence duration and the CS ticket defaults.
• Q-Notice auto-rules: create the rule that posts the card.