“Are you struggling with an increase in inquiries leading to longer wait times for customers?” “Are you overwhelmed with supporting new staff?”—Do you have these concerns? By integrating the customer chat tool "Channel Talk," widely used by many companies, with Dify and Slack, you can streamline the entire inquiry response process. This automation allows AI to read the inquiry content, generate response suggestions, and notify any designated Slack channel. With consistent quality response suggestions as a base, you should be able to improve response speed.
Traditionally, programming was required to achieve integration between apps, but with Yoom's Flowbot template, you can easily set it up without any code. This article clearly explains the specific setup methods and benefits of Flowbot, so please read to the end and make use of it.
Recommended for
This Flowbot is perfect for the following people:
Those who want to quickly respond to the numerous inquiries received via Channel Talk
Those who want to utilize Dify to provide high-quality customer service based on unified response suggestions for the entire team
Those who want to share response suggestions in a designated Slack channel and efficiently advance customer service as a team
Those who want to simplify the response creation process and reduce customer wait times
Those who want to create a system that makes it easier for less experienced staff to handle responses, reducing the overall team burden
For those who want to try it immediately
This article introduces the integration method using the no-code tool "Yoom." No complex settings or operations are required, and even non-engineers can easily achieve it. You can start immediately with the template below, so please give it a try!
[About Yoom]
From here, we will explain how to set up the automation of "When a chat is started in Channel Talk, generate a response draft with Dify and notify Slack" using Yoom's flow bot template.
How to generate a response draft with Dify and notify Slack when a chat is started in Channel Talk
Utilize Yoom's trigger function to obtain chat information started in Channel Talk. Based on this obtained information, send instructions to Dify, and AI will generate a response draft. By notifying stakeholders through the Slack API with the response draft, a mechanism is realized that allows for smooth sharing and handling of inquiry information. Generally, programming knowledge is required to achieve this, but it is possible without programming knowledge by using the no-code tool Yoom.
Integration Process
Register My Apps in Yoom (Channel Talk, Dify, and Slack)
Copy the template
Set up app triggers and integrate apps
Turn on the trigger button and start integration
Things to Prepare in Advance
Channel Talk
Channel Talk account information (to operate the management screen)
Access Token
Open settings from the left menu list in channel settings and click Security & Development. Click 'Create a new authentication key' in API management to obtain the secret key (access token).
Access Key
Once you create an authentication key as above, you can also obtain an access key.
Dify
Dify account information (to operate the management screen)
Let's set up the app information to be integrated into Yoom. After logging into Yoom's workspace, click + Add on the My Apps screen.
A list of apps that can be connected to Yoom will be displayed. Search for the app to be integrated from the search window and proceed with My App registration.
Channel Talk
Click the app name from the search results. A screen will be displayed to enter the values obtained from Channel Talk.
Account Name
Enter a value that is easy to identify. Use a value that can identify the account, such as an email address.
Access Token
Access Key
Enter the values obtained in advance.
Enter the required items and click the "Add" button to complete the My App registration for Channel Talk.
Dify
Click the app name from the search results. A screen will be displayed to enter the values required for integration.
Account Name
Enter any value. It is recommended to use a value that can identify the account, such as an email address.
Access Token
Enter the values obtained in advance.
Enter the required items and click the add button to complete the My App registration for Dify.
Slack
Search for the app name from the search window. Click the app name that hits. You will move to the Slack sign-in screen.
Enter the URL of the workspace you are using and click Continue. You will move to the Slack access permission request screen from Yoom.
The template will be copied to My Project. You can access My Project from the left menu bar.
Step 3: App Trigger "When a new customer chat is created"
Let's click on the first step of the template.
Here, you will set up to retrieve ticket information issued by Channel Talk.
(1/2) Select Integration Account and Action
This item is already pre-configured.
App Trigger Title
App
Account information integrated with Channel Talk
Trigger Action
→ Click Next.
(2/3) API Detailed Settings for App Trigger
Webhook Name
Enter any value that suits your purpose. Example: When chat starts
Access Key
Enter the access key obtained from Channel Talk.
(3/3) API Detailed Settings for App Trigger
Webhook Event
Start a new chat in Channel Talk and click Test.
→ Click Test. → Successful. The following items can be retrieved. The retrieved items will be used in Dify's prompt (instruction text).
→ Click Save.
Step 4: Integrate with the App "Send Chat Message"
Click on the second step of the template.
Here, you will set up a prompt (instruction text) in Dify.
(1/2) Select Integration Account and Action
This is already pre-configured.
App Trigger Title
App
Account information integrated with Dify
Trigger Action
→ Click Next.
(2/2) API Connection Settings
query
Quote the inquiry content from the customer.
Click the edit field to display the output obtained from Channel Talk. The code {{details}} is embedded in the pre-settings, but customization by quoting other codes is possible.
user
Set an arbitrary identifier using alphanumeric characters.
Variables are not mandatory, but utilizing them allows for more flexible and efficient prompt and notification settings. For example, dynamic information such as "name" or "date" can be automatically reflected in the prompt, reducing setup effort and enabling optimal response to users.
→ Click Test. → Successful. You can obtain Dify's response proposal (response content).
→ Click Save.
Step 5: Integrate with the App "Send Message"
Click on the third step of the template.
Here, you will set up a template message for Slack notifications.
(1/2) Select Integration Account and Action
This is already pre-configured.
App Trigger Title
App
Account information integrated with Slack
Trigger Action
→ Click Next.
(2/2) API Connection Settings
Channel ID
Click the edit field to display a list of channel candidates from the integrated Slack account. When you select the appropriate channel, the ID is automatically quoted.
Message Content
Create a template message for the sent message. Click the edit field to open a dropdown, displaying the output obtained in the previous step.
When you select an item to send to the channel, the embedded code is automatically quoted. Enter the item name before the quoted code to make it easier to understand when viewing.
This time, we created a template message to notify the chat content from the user and Dify's response proposal.
→ Click Test. → Successful → Click Save. This concludes the steps!
Step 6: Turn ON the App Trigger
Once all steps are set, a completion screen indicating the setup is complete will be displayed.
The flow bot setup was completed easily without programming. The template used this time is here.
When a chat is initiated in Channel Talk, create a response using Dify and notify Slack.
Examples of Automation Using Channel Talk, Dify, and Slack
In addition to the flow introduced this time, you can achieve various business automations by utilizing the APIs of Channel Talk, Dify, and Slack. All of these can be used with simple settings, so if you're interested, please give them a try!
Examples of Automation Using Channel Talk
Add When a Chat is Created in Channel Talk
This can eliminate the hassle of entering chat content, helping to prevent human errors such as omissions or input mistakes.
Add to Asana when a chat is created in Channel Talk.
■Overview Using the workflow "Notify the contents of Google Form to Channel Talk's internal chat" facilitates smooth information sharing. There is no need to manually notify, reducing the workload.
■Recommended for ・Those who are collecting information using Google Forms ・Those who want to quickly share information collected via Google Forms internally ・Those who prioritize the speed of information sharing and aim to improve work efficiency ・Companies using Channel Talk as an internal chat tool ・Those who use Channel Talk regularly and do not want to miss important notifications ・Those who want to timely grasp the latest information from Google Forms and enhance the team's common understanding
■Notes ・Please link both Google Forms and Channel Talk with Yoom. ・You can select the trigger interval from 5 minutes, 10 minutes, 15 minutes, 30 minutes, and 60 minutes. ・Please note that the shortest trigger interval varies depending on the plan. ・Refer to the following for how to obtain the response content when using Google Forms as a trigger. https://intercom.help/yoom/en/articles/6807133
■Overview By using the workflow "Notify internal chat in Channel Talk when an email is received in Gmail", you can prevent missing important information. You can quickly take necessary actions based on the email content, improving work efficiency.
■Recommended for ・Those who manage business emails using Gmail ・Those who want to quickly check important emails but do not have time to frequently check emails ・Companies that use Channel Talk for internal communication ・Those who use Channel Talk daily but find checking Gmail cumbersome ・Those who want to prevent missing emails and improve work efficiency by responding quickly
■Notes ・Please link both Gmail and Channel Talk with Yoom. ・You can select the trigger interval from 5 minutes, 10 minutes, 15 minutes, 30 minutes, and 60 minutes. ・Please note that the shortest trigger interval varies depending on the plan.
■Overview The workflow 'Notify internal chat in Channel Talk when an email is received in Outlook' contributes to speedy information acquisition. It helps prevent missing important information and enables smooth and appropriate responses.
■Recommended for ・Those who manage email reception using Outlook ・Companies using Channel Talk as an internal communication tool ・Those who want to quickly share received emails with their team ・Those who want to streamline information sharing in business ・Those who want to reduce manual notification tasks and speed up operations ・Those who want to prevent missing emails and quickly share important information
■Notes ・Please integrate both Outlook and Channel Talk with Yoom. ・You can select the trigger interval from 5 minutes, 10 minutes, 15 minutes, 30 minutes, or 60 minutes. ・Please note that the shortest trigger interval varies depending on the plan. ・Microsoft365 (formerly Office365) has a home plan and a general business plan (Microsoft365 Business), and if you are not subscribed to the general business plan, authentication may fail.
■Overview The "Notify Slack when audio data is stored in OneDrive" workflow automatically sends a notification to Slack when new audio data is uploaded to OneDrive. This allows team members to quickly recognize the addition of audio files, enabling prompt response and sharing. ■Recommended for - Teams that use OneDrive and Slack regularly and want to facilitate smooth information sharing - Business personnel who manage a lot of audio data and spend time on notification tasks - Companies that want to automate and streamline existing business processes using Yoom - Managers who want to facilitate communication between teams in a remote work environment - IT support personnel who find manual notification tasks cumbersome
■Notes - It is necessary to integrate with both OneDrive and Slack through Yoom. - Microsoft365 (formerly Office365) has both home and general business plans (Microsoft365 Business), and authentication may fail if you are not subscribed to the general business plan. - The AI operation for transcribing audio is only available in the Team Plan and Success Plan. In the case of the Free Plan and Mini Plan, the operation of the flow bot set will result in an error, so please be careful. - Paid plans such as the Team Plan and Success Plan offer a 2-week free trial. During the free trial, you can use restricted apps and AI features (operations). - The maximum downloadable file size is 300MB. Depending on the app's specifications, it may be less than 300MB, so please be careful. - For details on the file size that can be handled by triggers and each operation, please refer to the following. https://intercom.help/yoom/ja/articles/9413924
■Overview This is a flow that transcribes an audio file and notifies Slack when it is uploaded to Google Drive. By using Yoom, you can easily integrate apps without programming.
■Recommended for 1. Those who manage audio files ・Those who handle many audio files in their work and find it troublesome to check the contents ・Those who find transcribing audio files cumbersome and want to automate it
2. Those who use Slack as their main communication tool ・Those who find it troublesome to share information within the team ・Those who want to efficiently share transcription results with the team
■Notes ・Please link both Google Drive and Slack to Yoom. ・OCR or AI operations that transcribe audio are functions available only with the Team Plan and Success Plan. If you use the Free Plan or Mini Plan, the operations set in the flowbot will result in an error, so please be careful. ・Paid plans such as the Team Plan or Success Plan offer a 2-week free trial. During the free trial, you can use restricted apps and AI features (operations).
■Overview This is a flow to transcribe an audio data uploaded to Dropbox and notify Slack. It is a business workflow to smoothly manage and share audio files.
■Who do we recommend this template for - People who frequently save audio data to Dropbox Teams that are taking time to share the contents of audio data - People who transcribe audio data Those who want to automate transcription - People who use Slack for business Business leaders who want to streamline team communication - Those who want to optimize the business workflow IT personnel who want to automate daily tasks
■Notes - Please connect Yoom with Dropbox and Slack. - OCR or AI operations for transcribing audio are available only on Team Plan and Success Plan. For Free Plan or Mini Plan, the operations set on FlowBot will result in an error, so please be cautious. - Paid plans such as Team Plan or Success Plan offer a two-week free trial. During the free trial, you can use restricted apps and AI functions (operations).
■Overview Every time files such as invoices or contracts are shared on Slack, manually checking the content, renaming the files, and storing them in Dropbox is a tedious task and can often lead to naming errors. By utilizing this workflow, AI will read the content and automatically store it in Dropbox with an appropriate file name as soon as a file is posted on Slack, solving document management issues and improving efficiency.
■Recommended for ・Those who manually rename documents shared on Slack and save them in Dropbox ・Those who have naming conventions for document file names but cannot enforce them due to manual work ・Those who want to eliminate human errors in document management tasks and improve efficiency
■Notes ・Please link both Slack and Dropbox with Yoom. ・The trigger can be set to activate at intervals of 5, 10, 15, 30, or 60 minutes. ・Please note that the shortest activation interval varies depending on the plan. ・OCR data may not be readable if it exceeds 6,500 characters or if the text is small. ・AI operations are only available with the Team Plan and Success Plan. For Free Plan and Mini Plan, the operations set in the flow bot will result in an error, so please be careful. ・Paid plans such as Team Plan and Success Plan offer a 2-week free trial. During the free trial, you can use restricted apps and AI features (operations).
Benefits of Integrating Channel Talk, Dify, and Slack
1. System for Quick Response Even During Busy Periods
AI (Dify) reads the inquiry content, creates a draft response, and notifies Slack. This saves the person in charge from having to create a response from scratch, making the post-inquiry response process smoother. For example, handling frequently asked questions occurs in many situations, but efficient responses are especially required during busy periods. By focusing on the procedure of modifying or adding to the draft response generated by Dify as needed, it is expected that the time to create responses can be reduced. Additionally, there may be cases where the need to research information from scratch is eliminated, further reducing the burden.
2. System for New Staff to Respond with Confidence
AI (Dify) generates draft responses based on the company's rules and tone & manner by learning them. Therefore, even if different staff members handle the response, it is possible to maintain consistency in the reply content by organizing the content based on Dify's draft response. This may reduce the likelihood of inconsistencies in customer responses. For example, there may be situations where inexperienced staff spend time researching to handle irregular content or consult with a supervisor multiple times. By utilizing Dify's suggestions in such cases, it should be possible to proceed with stable, high-quality responses smoothly.
3. System for Everyone to Share the Workload
By sharing standardized draft responses with everyone, it may be possible to prevent situations where work is concentrated on specific staff members. For example, complex and high-difficulty inquiries tend to concentrate on some experienced staff or supervisors, leading to an uneven burden. Even in such situations, by proceeding with responses based on AI-generated draft responses, it may be possible to standardize the work. This creates an environment where anyone can respond at a certain level, potentially reducing the burden on each staff member.
Conclusion
In this article, we introduced the method of implementing and the benefits of using a flow bot that integrates Channel Talk, Dify, and Slack. By utilizing this flow bot, you can expect faster customer responses, improved response quality, and prevention of work becoming dependent on specific individuals.
Furthermore, by utilizing Yoom, this automation can be easily implemented. With the flow bot template, you can achieve app integration with intuitive operations, allowing you to start immediately without programming skills. Please realize a system for smooth customer responses with this flow bot.
See you next time!
With Yoom, you can easily build the kind of collaboration described here without programming knowledge.
With a decade of experience as a Web Planner and Director, my primary responsibilities at a web production company included proposing and managing revision and operation plans for clients. Currently, I am a parallel worker. In the Content Division at Yoom, I am involved in blog production, while also handling external PR projects for companies as an independent contractor. As I embark on a new venture in the vacation rental industry, I am committed to optimizing routine work efficiency.
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