Answer questions in a shared customer Slack channel
Customers mention Maito in your shared Slack channel and get answers from your docs, with a person close by.
Customer support · Software · When you ask · Updated
Works with
- Slack
- Notion
- Confluence
- Box
Slack
Notion
Confluence
BoxHow do you answer questions in a shared customer Slack channel?
To answer questions in a shared customer Slack channel, add Maito to it. When a customer mentions it, Maito answers from your docs and open tickets in the thread, and pings a teammate when someone needs to step in. Customers get a fast answer and your team stays close.
How it's done today
Shared channels get quiet replies after hours.
What Maito does
- Read the question it was mentioned on
- Answer from docs and past threads
- Tag a person when unsure
Example
@Maito how do I export a report to CSV? Our finance team needs it for tomorrow.
Hi Rachel. Open the report, choose Export, then CSV. It downloads right away if the report has under 10,000 rows. Your Q3 orders report has about 12,000, so export it in two date ranges, Jul 1 to Aug 15 and Aug 16 to Sep 30, then combine the files. That limit is a known bug and our team is fixing it. From our help article "Export reports" and your open ticket. @Jo, flagging the row limit for you, since Acme is hitting it.
@Maito thanks. Can finance get a scheduled export every Monday?
I can't confirm that from our docs, so I've asked Jo, your account manager. She'll reply here in the morning.
Rachel (7:48 PM):
how do I export a report to CSV? Our finance team needs it for tomorrow.
Maito (7:49 PM):
Hi Rachel. Open the report, choose Export, then CSV. It downloads right away if the report has under 10,000 rows. Your Q3 orders report has about 12,000, so export it in two date ranges, Jul 1 to Aug 15 and Aug 16 to Sep 30, then combine the files.
That limit is a known bug and our team is fixing it. From our help article "Export reports" and your open ticket.
@Jo, flagging the row limit for you, since Acme is hitting it.
Rachel (7:55 PM):
thanks. Can finance get a scheduled export every Monday?
Maito (7:55 PM):
I can't confirm that from our docs, so I've asked Jo, your account manager. She'll reply here in the morning.
How to set it up
- Set up
Nothing to set up. Ask in Slack or by email whenever you need it.
- Connect docs
- Notion
- Confluence
- Box
Not connected yet? Your agent sends you a link to sign in.
What it won't do
It answers from your docs, so it can't promise dates, discounts or fixes. Those go to a person.
Questions
No. It reads a thread only after someone mentions it there.
Your docs in Notion, Confluence or Box, and what your team has shared with it.
It says so and tags the right person on your team.
