a. Select the default group that will receive all cases from Mattermost.
b. The bot can be contacted not only through private messages but also through channels. To do this, the bot must be added to the channel as a member.
Decide which messages you want to receive from channels:
- if the checkbox is ticked, Deskie only receives messages that mention the bot;
- if the checkbox is unticked, Deskie receives all messages from the channels, where the bot is added.
To get a detailed description of group chat logic, please, refer to
our article.
c. In the
case creation logic select one of the options:
- when you select the "agents' responses are sent to the group chat with the bot" option, all messages go to the general chat with the bot, as it is implemented in all other messengers.
TipIf a customer sends several questions at once, you can use
quoting to make it clear what question the answer refers to.