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2 changes: 1 addition & 1 deletion mint.json
Original file line number Diff line number Diff line change
Expand Up @@ -97,7 +97,7 @@
"slack",
"slack/ingestion-modes",
"slack/data-retention",
"slack/how-to-rename-bot"
"slack/how-to-customize-bot"
]
},
{
Expand Down
14 changes: 9 additions & 5 deletions slack/how-to-rename-bot.mdx
Original file line number Diff line number Diff line change
@@ -1,10 +1,14 @@
---
title: 'How to rename your Slack bot'
title: "How to customize your Slack bot"
---

By default, when the Plain bot is added to a channel, it will have the name `Plain`, but you can adjust this via your slack workspace settings.
By default, when the Plain bot is added to a channel, it will have the name `Plain` and use the Plain logo, but you can adjust this via your workspace settings. In your workspace settings, hit "General". From here you can:

To do that, open [The slack bot page](https://plaintestworkspace.slack.com/marketplace/A03RQJJFZUP-plain) and then:
* Choose your slack workspace at the top-right
* Go to Configuration > Bot User and click "Edit"
- Add the logo that will appear:
- in the chat widget (if you don't set one for the chat app)
- inside the Plain web app
- on unread chat messages emails (if you don't have a chat app logo)
- on the autoresponder messages in Slack
- Customize your public name that will be shown to customers (usually your company name)

You can also update the name of your Slack bot by configuring it on the [slack bot page](https://plaintestworkspace.slack.com/marketplace/A03RQJJFZUP-plain) (go to Configuration \> Bot User and click "Edit), but note that the name in your workspace settings will take precedence. 
22 changes: 12 additions & 10 deletions thread-discussions.mdx
Original file line number Diff line number Diff line change
Expand Up @@ -2,21 +2,23 @@
title: "Slack Discussions"
---

<Frame>![Example Thread Discussion](/public/images/discussions-introduction.png)</Frame>
<Frame>
![Example Thread Discussion](/public/images/discussions-introduction.png)
</Frame>

<br />

<Info>
Slack Discussions are available on the [Grow pricing plan](https://www.plain.com/pricing) and above.

If you are interested in trying this feature, please reach out to us at sales@plain.com or via our shared Slack channel.
If you are interested in trying this feature, please reach out to us via the chatbot on the bottom right of this page, or through our shared Slack channel.
</Info>

Slack discussions allow you to lead conversations with your team about support requests in Slack.

To start a discussion you can either do it from within the thread in Plain or simply copy & paste the thread link to that channel.

We will then unfurl the link for you and populate the Plain thread context for your wider team to be aware of, without leaving Slack.
We will then unfurl the link for you and populate the Plain thread context for your wider team to be aware of, without leaving Slack.\
For your convenience, the discussion will also be visible in the Plain thread.

Any messages you or your team sends on the slack thread will show up in Plain, along with their reactions, mentions and attachments. You can respond either via Slack or directly through Plain.
Expand All @@ -25,8 +27,10 @@ When a discussion is started, Plain will post a message with a "Resolve discussi

To enable this functionality, you will need to setup your [Slack integration](/slack) and add the Plain bot to your channel.

Any member of your team – even viewers – can start Slack discussions from a thread.

<Warning>
When Plain is added to a channel, we automatically classify it as a [Customer channel](/slack) if it's a *Slack Connect* channel or one for internal discussions otherwise.
When Plain is added to a channel, we automatically classify it as a [Customer channel](/slack) if it's a _Slack Connect_ channel or one for internal discussions otherwise.

For customer channels, we treat messages from non-Plain users as support requests, which are ingested as threads into Plain.

Expand All @@ -36,10 +40,8 @@ To enable this functionality, you will need to setup your [Slack integration](/s
For good data hygiene, we don't start discussions on all links to a Plain thread.
We will not start a discussion if:

* the link is posted by someone who is not a user in Plain.

* the link is posted in a private channel Plain doesn't have access to.

* the link is posted in a customer channel (typically *Slack Connect*), although you can always adjust this from your Slack settings.
- the link is posted by someone who is not a user in Plain.
- the link is posted in a private channel Plain doesn't have access to.
- the link is posted in a customer channel (typically _Slack Connect_), although you can always adjust this from your Slack settings.

If you want to opt out completely, you can disable Slack discussions and link unfurling in your Slack integration settings.
If you want to opt out completely, you can disable Slack discussions and link unfurling in your Slack integration settings.