Add an Event to Capture Messages Mentioning Your Slack App

Let’s say an agent needs help with resolving a help desk request, and they post a question on Slack. A subject matter expert (SME) can reply to their question by clicking either the Reply to Help Desk Request button or the native Reply action.

When the SME clicks the native Reply, they must mention the app in the format @AppName in the native Reply. Here, AppName is the name of your company’s Slack app created for Help Desk. When the SME mentions your app in this format, their reply is captured as a message on the SR. But for this to happen, you must add an event in your Slack app to capture such replies.

To add an event that captures messages mentioning your Slack app as conversation messages in Help Desk:

1. Open your Oracle app in Slack.
2. In the Features section of the navigation pane, click Event Subscriptions.
3. On the Event Subscriptions page, in the Enable Events area, turn on the switch to enable events.
4. In the Request URL field, type the following:

   https://{URL}/crmRestApi/collaborationResources/latest/slackAppMention

   Note: Remember to replace {URL} in this link with the base URL of your pod.
5. In the Subscribe to bot events area, click Add Bot User Event.
6. Click app_mention.

   The app_mention event name is displayed in the Subscribe to bot events area, along with the description and scope.

7. Click Save Changes.