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Tag: slack

Introducing Personal Slack Notifications using Dovetail Rulemanager

August 21, 2018 When employees are notified as part of a business rule action, the notification method is determined by the employee’s notification preference. We've recently added support for Slack as a personal notification preference. The default notification methods are: Email Notifier Forward to my Supervisor Tone Pager Text Pager Digital Pager None Dovetail Rulemanager also supports SMS, which will send an SMS message (text message) to an employee’s configured device, typically their mobile phone. Refer to a previous post SMS Notifications using Dovetail Rulemanager. Now, Dovetail Rulemanager also supports Slack as a notification preference. Instead of getting notified by email, a user can choose to receive notifications within Slack. What is Slack Slack is essentially a chat room and messaging platform for your whole company, commonly used to replace email as your primary method of communication and sharing. Slack Notifications Instead of getting notified by email, a user…

What’s New in Dovetail Agent 20

August 13, 2018 We recently released Dovetail Agent version 20. Here’s a run-down of the highlights. Interactions Dovetail Agent now includes Interactions functionality. An Interaction is just that - a way to capture any type of interaction you may have with a customer. In call centers, it's common to capture every call as an interaction. A customer may call into the call center to check on the status of an order, or to inquire about a billing question, etc. Each of these can be captured as an interaction in the system. Create Interaction In many service centers, a case is overkill for tracking these simple inquiries. We want to capture that we've interacted with the customer, but we don't need all of the more complex workflow that goes along with a traditional support case.  But, in some instances, an interaction may…

Improving our Slack integration

December 10, 2015 SlackLast year I posted about Integrating Clarify/Dovetail with your group chat app. That post was around the time we started using Slack for our group chat.At that time, I was using Slack’s simple webservice to post messages about cases. OriginalFor example, case dispatch notifications looked like:Simple. But not very detailed. ImprovedRather than just using Slack’s simple web service, I’m now using their Attachments, which allow for more richly formatted messages.Notice there’s now much more information available, including:Top-level message (In this case,  “Case Dispatch Notification”)Case IDContact and Site NameCase title (which links to the case in Dovetail Agent)SeverityQueueLink to the case in Dovetail Mobile And it’s easy to add whatever other relevant information in there that I would like. Business Rule ActionThe business rule that fires on case dispatch now calls the CaseMessage.bat file, like so:C:\Dovetail\RuleManagerActions\slack\casemessage.bat [Object ID] dovetail "Case Dispatch Notification"To that BAT file,…

Integrating Clarify/Dovetail with your group chat app

September 19, 2014 Here at Dovetail, we’ve evolved our use of group chat over the years. We used to use Campfire, then went to Hipchat, and now we use Slack. Our dev and support teams are in Slack all day, and I find it much more enjoyable than email. I’ve noticed that the amount of email we deal with now is considerably less. It’s integrated with Github, so we get notifications on Github issues and code commits. And, of course, we post messages based on business rules from Clarify/Dovetail.  For example, a message is auto-posted when a case is dispatched and when it is accepted. As a group, we often discuss a case to help the case owner get it resolved. And this discussion happens in our group chat.  Slack really is pretty awesome. Regardless of which group communication tool you use, it’s…