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# Slack Connect
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Announcement Beta
▸ A ticket with topic ANNOUNCEMENT is created per company. Clients cannot reply to announcements — it's a one-way notification.
▸ Sent only by email to the addresses above. No tickets are created for arbitrary email recipients.
Markdown
Normalises the list — splits, trims, lowercases, removes duplicates and flags invalid email formats.
Companies — selected of —
Check companies against the external directory. Confirmed ones move into the checkboxes above; unmatched stay here for fixing.
Date Subject Channel Recipients Status
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Once sent the broadcast cannot be recalled. Please double-check the details below.
# Slack Connect
Post new tickets and replies to a Slack channel. Create a Slack app → add bot scopes chat:write, channels:read, groups:read → install in workspace → copy the Bot User OAuth Token (xoxb-…).
▸ Priority: 1. Per-company rule (matches client's company ID) → 2. Per-domain rule (matches client's email domain) → 3. Default channel.
Tickets that don't match any rule are not posted to Slack.
Where all tickets go by default. Specific companies can override below.
Right-click channel in Slack → Copy link → ID is the part after /archives/. Invite the bot first: /invite @your-bot.
One rule per line: companyId → channelId. Company ID is the numeric id from the client's portal login; company names are ignored. First match wins.
Example: 12345 → C0123ABC routes all tickets of company 12345 to that channel.
One rule per line: domain → channelId. Domain matches the part of the client's email after @ exactly (case-insensitive) — emma.ms does not match nemma.ms or eu.emma.ms. First match wins.
Example: emma.ms → C0123ABC routes tickets from *@emma.ms to that channel.
AI Instructions
Free-form rules that get injected into the system prompt for AI Draft and Ask AI.
Write each rule on its own line. Examples:
  • Never ask the client for their company name — it's in their profile.
  • Don't ask for browser version on INFO-type tickets.
  • Sign off with "Best regards, emma Support" — no first names.
  • Reply in the same language as the latest client message.
Changes apply immediately to new AI requests — no restart needed.
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