Woobot Smart Threads for Service Cloud

Service Operations Made Awesome

We’re pretty pumped to announce full support for Salesforce Service Cloud customers looking to transform their service operations with Woobot Smart Threads for Slack.

Tying your support teams in Slack and Salesforce with the entire organization to crowdsource insights and make your customers happy is now easier than ever.

Built For The Way Teams Work

Support teams want to triage and collaborate quickly so they can escalate, close, and keep track of important incidents that need their attention over time. While that is all fine and dandy, the important conversations happening in Slack don’t always make their way back to Salesforce – until now.

Internal and external conversations across your customer community need to be informed by the data driving the decision making.

Forward-thinking operations managers are now looking to optimize performance across teams, and that includes combining messaging and data in real-time right where the action happens.

With Woobot Smart Threads teams can now bring important service intelligence right into Slack AND Salesforce so their critical case workflows, team hand-offs, and collaboration across the organization happens where they work!

Driving Conversations In Real-time

Deploying a Smart Thread on a Case is quick and easy: simply pick which channel in Slack to drive the conversation, and all threaded messages will also be made available in Slack and Salesforce!

For existing customers who want to enable this feature – simply upgrade your Woobot for Salesforce AppExchange package and get down to business!

  1. Add the Woobot Lightning Component to your Case layout and pick your Slack channel to publish
  2. Woobot notifies that channel that a Smart Thread has been deployed – being sure to @mention the publisher so everyone knows who is making things awesome
  3. Conversation threads in Slack happen as usual, while the team works together to resolve issues
  4. Salesforce captures these conversations, and attaches them nice and neatly on the Case record in Salesforce – including emoji’s
  5. Commenting in Salesforce is also supported, and will update Slack so everyone can stay in the flow

Bringing It All Together

Service Operations doesn’t have any time to waste. Internal and external conversations across your customer community need to be informed by the data driving the decision making.

Organizations need to move beyond simply connecting their enterprise clouds together and calling it a day. This data also needs to meet employees where they work, which requires that messaging apps and enterprise workflows be integrated around the way employees organize their work, rather than the way the organization dictates. When time is of the essence, and those SLA clocks are ticking, every minute saved allows your teams to get back to being productive.

The power of the Slack platform, coupled with Woobot’s deep Salesforce integration, now allows enterprises to harness this new competitive edge – supported by a unique blend of customer service data and workflow that seamlessly threads itself within Slack … and now … Salesforce.

What’s Next?

It’s pretty simple.

We want to make working with enterprise data as easy as chatting in Slack because it just makes sense.

Now it’s your turn to experience the magic!

Brandon Oelling

Hey there! I'm Brandon Oelling, the founder of Woobot.io. Our team was awash in a sea of source systems, logins, and web forms to do simple things like responding to important changes in our business and collaborating with one another. We envisioned a world where our enterprise data lived in perfect harmony within our collaboration platforms. Turns out we weren't alone, so we built Woobot.io to fix that. Our goal is to connect your teams with their important enterprise data so they can get things done.