Build an IT triage workflow that reads messages from a configured Slack channel, searches your support documentation, and either drafts a supported reply or sends the request for human review.
Prepare the sources
Connect the Slack integration and choose a test channel. Create a knowledge base containing the IT procedures the workflow should use, such as password reset and device setup instructions.
Define the outcomes before building: answer from a documented procedure, escalate to a person, or create a ticket. Choose the destination for each path.
Build the workflow
- Configure a Slack trigger for the channel and pass the message into the workflow. Exclude the bot's own replies so they do not trigger another reply.
- Use an Agent to classify the request and search the knowledge base. Ask it to return a structured decision, draft reply, source references, and an escalation reason when the documentation is insufficient.
- Use a Condition or Router to choose the outcome. Send the supported reply to Slack, or route the request and context to the configured person or ticketing integration.
- Keep the incoming message reference with the outcome so reviewers can find the original request.
Check the result
In the test channel, try a question answered by the docs, an unfamiliar request, and a message sent by the bot itself. Check that the supported answer cites the relevant procedure, the unfamiliar request reaches the review path, and the bot's reply does not create a loop.
Inspect the logs for the retrieved passages, classification, chosen branch, and delivery result before moving the workflow to the intended channel.