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Dashboard · last 30 days

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In this BETA announcements can be viewed, not created or edited. The planned next step: “Show as a portal banner” for an agreed email.

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Settings

Agents

AI instructions

Free-form rules that get injected into the system prompt for Draft reply 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.

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.

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