2023-08-29 / Workflow Apps / ,
Inquiry Management Process, Slack Integration 20230802
This process manages the progress of an enquiry from receipt to response. When an enquiry is received on a specific Slack channel, the workflow is automatically initiated. When the person in charge creates a response, the response is automatically posted to the Slack channel where the query was received.
Worker (#of Swimlane: 2)
  • General Inquiry Desk Leader
    • Head of Inquiry Response Team
  • Handler
    • Person in charge of responding to inquiries.
Business Flow (Complexity of Workflow: 14)
  • 61. Designate a responder
    • The head of the enquiry response team designates a responder.
  • 132. Response
    • The query responder enters the answer.
  • 193. Assessment of response
    • The head of the enquiry response team evaluates the outcome of the response.
  • 41 x1. JSON parse file acquisition
  • 9x2. Subject, body of response.
    • The workflow platform sets the subject line and the body of the response.
  • 40 x3. Subject (No response)
  • 37 x4. Posting responses to Slack
Business Process Variables (#of Data Item: 27)
  • ▼ Contact Information ▼ 0
  • Name q_name 1 *
  • Company Name q_company 2 *
  • Email Address q_email 3
    • The email address of the inquiring party is stored.
  • Telephone Number q_tel 4
    • The phone number of the inquiring party is stored.
  • Noteworthy Past Inquiries q_note 5
    • Contains past queries of particular note concerning the query source.
  • ▼ Questionnaire ▼ 6
  • Date Received q_receiveDatetime 7
    • The date and time of receipt of the query is stored.
    • processInstanceStartDatetime
  • Query ID q_id 8
    • #{#sformat(‘%d’, processInstanceId)}#{#sformat(‘%04d’, processInstanceSequenceNumber)}
  • Type of Inquiry 1 q_kind1 9
  • Type of Inquiry 2 q_kind2 10
  • Product Features q_function 11
    • Product functions related to the query are stored.
  • Inquiry Details q_inquiryDetail 12*
    • The query details are stored.
  • Inquiry-related Files q_inquiryFile 13
    • The files relevant to the query are stored.
  • Slack JSON q_Slack_JSON 18
    • The JSON data of the Slack query message is stored.
  • Slack URL q_Slack_URL 39
    • The screen URL of the Slack query message is stored.
  • Slack channel q_Slack_channel 40
    • The channel ID of the Slack query message is stored.
  • Slack ts q_Slack_ts 41
    • Slack The thread ts value of the query message is stored.
  • ▼ Response Details ▼ 14
  • Correspondent q_operator 16
    • The person in charge of creating the query response is stored.
  • Date and time of reply q_responseDatetime 17
    • The date and time of the response to the enquirer is stored.
  • Response Title q_responseTitle 42*
    • The response title of the query is stored.
  • Response Body q_responseBody 22*
    • The body of the response to the query is stored.
  • ▼ Internal Communication ▼ 29
  • Correspondence Rating q_point 30
    • The grade for the response to the query is stored.
  • Knowledge should be shared within the company q_knowledgeFlag 31
    • Stores whether or not the inquiry content/result should be shared within the company.
  • Comments q_comment 32
    • Notes and comments are stored.

Field Name, num, Initial Value

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See also

Slack: Chat, Post Block
Inquiry Response Process, ChatGPT Connection Response Review
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