How to integrate Re:lation, Dify, and Slack to create a response in Dify and notify Slack when a ticket is created in Re:lation.

"Are you struggling with an increase in customer inquiries that you can't keep up with?" "Is there inconsistency in responses due to varying experience and skills among staff?"
In customer support operations, there is a demand for quick and high-quality responses, but challenges can arise due to variations in human resources and skills. That's why we recommend the automated flow bot that combines Re:lation with Dify and Slack. By implementing this flow bot, AI generates response suggestions based on customer inquiries and notifies them on Slack, simplifying the workflow. As a result, response speed improves, enabling quick and efficient support.
Traditionally, programming was essential to realize such a system. However, with our developed flow bot template, it can be easily implemented without code. This article will clearly introduce the specific benefits and setup methods of this flow bot, so please read to the end.

Recommended for

This flow bot is recommended for those facing the following challenges.

Feeling overwhelmed by the increase in inquiries handled by Re:lation and unable to keep up with responses
Concerned about inconsistencies in response content due to differences in experience and skills
Wanting to reduce the effort of creating responses using Dify while quickly advancing responses
Feeling that difficult inquiries are disproportionately handled by specific staff, leading to a heavy burden
Wanting to share response suggestions on Slack and smoothly advance responses with the entire team

Benefits and specific use cases of generating response suggestions with Dify and notifying on Slack when a ticket is created in Re:lation

We will consider how this automation can be beneficial from the perspectives of customer support representatives, quality control personnel, and support team leaders.

1. Improved response speed

AI (Dify) quickly generates response suggestions based on inquiries, which are then notified on Slack. With this system, staff no longer need to think of responses from scratch, simplifying the workflow. As a result, an increase in response speed can be expected.
For example, when an inquiry is received in Re:lation, Dify immediately generates a response suggestion and notifies it on Slack. The staff checks the notification, makes adjustments as needed, and creates a response. This process reduces the time spent thinking of responses, allowing staff to have more time for attentive responses. This smooth process will be particularly effective during periods with a high volume of inquiries.

2. Improved consistency in response content

Dify generates response suggestions based on company rules and tone. This allows even less experienced staff to proceed while keeping key points in mind during responses. As a result, it becomes easier to maintain consistency in response quality.
For example, by referring to the response suggestions generated by AI, all staff can more easily respond according to the standards set by the company. For quality control personnel, utilizing this system can be expected to enhance response quality and reduce variations in response content, which is a significant advantage.

3. Prevention of task dependency

Previously, handling high-difficulty inquiries or specialized questions tended to be concentrated among experienced staff or managers. By utilizing Dify's learning capabilities, it is expected to prevent such task dependency. Dify generates response suggestions based on past response history and expertise, making it easier for staff to adjust even complex questions based on these suggestions. As a result, the burden of difficult responses can be reduced from being concentrated on specific staff.
For example, even specialized inquiries that only specific staff could handle before can now be supported by other staff by sharing Dify-generated response suggestions on Slack. This system not only helps distribute the workload across the team but also creates an environment where responses can proceed smoothly. By building a work-friendly environment, the overall performance of the team is also expected to improve.

From here, we will explain the setup method of "automating the generation of response suggestions with Dify and notifying on Slack when a ticket is created in Re:lation" using Yoom's flow bot template.

[What is Yoom]

How to generate response suggestions with Dify and notify on Slack when a ticket is created in Re:lation

Utilize Yoom's trigger function to obtain ticket information newly created in Re:lation. Based on this obtained information, instructions are sent to Dify, and AI generates response suggestions. By notifying stakeholders through the Slack API, a system is realized where inquiry information can be shared and handled smoothly. Generally, programming knowledge is required to achieve this, but using the no-code tool Yoom makes it possible without programming knowledge.

Integration process

Register My Apps in Yoom (Re:lation, Dify, Slack)
Copy the template
Set up app triggers and app integration
Turn on the trigger button and start integration

Items to Prepare in Advance

Re:lation

Re:lation account information (to operate the management screen)
Access token

Click "System Settings" at the bottom left of the Re:lation management screen.
Select "API Token" from the menu within System Settings.
If there is an existing value, click the eye icon of the API token to display the value. This value is required.
If generating a new one, you can do so from the "+" button at the top right.

Subdomain
- Can be obtained from the URL. The Re:lation URL is in the following format:
  “https://{subdomain}.relationapp.jp/”
Inbox
- To specify the ticket inbox, it is smooth to decide the inbox to use in advance. Re:lation Official: How to Add, Edit, and Delete Inboxes

Dify

Dify account information (to operate the management screen)
App (Chatbot)
- How to create: Dify Official App Creation
Access token
- Obtain from the Dify app.
- Open the created app and select "Monitoring" from the left menu bar.
- Click "API Key" within Backend and Service API.
- Click 'API Key' and select 'Create New Secret Key' to display the API secret key. This corresponds to the access token. More details: Dify My App Registration Method and What You Can Do by Linking

Slack

URL of the workspace to notify
Channel to post
- Please check in advance as administrator approval may be required.

Help: Details on How to Register a Slack My App

Slack Official: Managing App Permissions in a Workspace

Step 1: Setting Up My App Integration

Here, you will set up to register the app information to be integrated into Yoom. Log in to the Yoom workspace and click + New Connection 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.

Re:lation

Click the app name from the search results. A screen to enter the values obtained from Re:lation will be displayed.

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
- Enter the API token.

Enter the required fields and click "Add" to complete the My App registration for Re:lation.

Dify

Click the app name from the search results. A screen to enter the values required for integration will be displayed.

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 value obtained in advance.

Enter the required fields 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 be taken to the Slack sign-in screen.

Enter the URL of your workspace and click continue. You will be taken to the Slack access permission request screen from Yoom.

‍

Click Allow to complete the integration.

Help: Details on How to Register a Slack My App

Slack Official: Managing App Permissions in a Workspace

Step 2: Copy Yoom's Flow Bot Template to My Project

Click this banner.

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 Ticket is Created"

Click on the first step of the template.

Here, you will set up to retrieve ticket information issued by Re:lation.

(1/2) Select Integration Account and Action

This item is already pre-configured.

App Trigger Title
App
Account Information for Integration with Re:lation
Trigger Action

→ Click Next.

(2/2) API Detailed Settings for App Trigger

Trigger Activation Interval
- Set the activation interval for the Flowbot.
- You can choose from 5 minutes, 10 minutes, 15 minutes, 30 minutes, or 60 minutes. *The shortest activation interval varies depending on your plan.
Subdomain
- Can be obtained from the URL. "https://{subdomain}.relationapp.jp/"
Inbox ID
- Click the edit field to display candidates. When you select the inbox to use, the ID is quoted.

→ Click Test. → Success. The following items can be obtained. These are the values used in the next operation.

→ Click Save.

Step 4: Integrate with App "Retrieve Ticket Details"

Click on the second step of the template. Here, you will retrieve inquiry details from the ticket ID obtained in the previous step.

(1/2) Select Integration Account and Action

This is already pre-configured.

App Trigger Title
App
Account Information for Integration with Re:lation
Action

→ Click Next.

(2/2) API Connection Settings

Subdomain
- Enter the same value as before. "https://{subdomain}.relationapp.jp/"
Inbox ID
- Click the edit field and select the inbox to use from the displayed candidates. Please select the same inbox as the previous operation.
Ticket ID
- Click the edit field to display the output obtained in the previous step. Select the ticket ID from it, and the quoted code will be embedded.

→ Click Test. → Success. Inquiry details from the customer can be obtained and used in the next operation.

→ Click Save.

Step 5: Integrate with App "Send Chat Message"

Click on the third step of the template.

Here, you will set up the prompt (instruction text) to send to Dify.

(1/2) Select Integration Account and Action

This is already pre-configured.

App Trigger Title
App
Account Information for Integration with Dify
Action

→ Click Next.

(2/2) API Connection Settings

query
- Please quote the inquiry details from the customer.
- Click the edit field to display the output obtained in the previous operation. Create instructions to be read by Dify from this.

user
- Set an arbitrary identifier using alphanumeric characters.
Variables
- Not mandatory, but utilizing them can make prompts and notifications more flexible and efficient. For example, dynamic information such as "name" or "date" can be automatically reflected in the prompt, reducing setup effort and enabling optimal responses for users.

→ Click Test. → Success. You can obtain Dify's response proposals (reply content).

→ Click Save.

Step 6: Integrate with App "Send Message"

Click on the fourth step of the template.

Here, you will set up the template text for notifications to Slack.

(1/2) Select Integration Account and Action

This is already pre-configured.

App Trigger Title
App
Account Information for Integration with Slack
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. Select the appropriate channel, and the ID will be automatically quoted.

Message Content

Create a template text for notifications. You can also mention specific members.

Click the edit field to embed values obtained from the previous operation (sending chat messages to Dify). By quoting the subject and body code of Re:lation, you can check the consistency with Dify's response content.

The outputs obtained in each step are divided into tabs, so please check them thoroughly.

→ Click Test. → Success

→ Click Save. This concludes the current step.

Step 7: Turn ON the App Trigger

Once all steps are configured, a completion screen will be displayed.

Turn ON the trigger and activate the Flowbot with the toggle at the top left of the template.

The Flowbot setup was easily completed without programming. The template used this time is here.

Make the Most of It! 3 Automation Tips Using Dify and Slack

Dify and Slack can integrate with other apps. By using the same mechanism, you can generate response suggestions based on inquiries and send notifications, which can speed up customer support.

1. Support Inquiry Emails from Outlook with Suggested Responses

Dify creates response suggestions from inquiry emails received in Outlook and notifies them in Slack. By using these suggestions as a reference, the person in charge can respond quickly and efficiently.

2. Create a Response Proposal Based on Gmail Inquiries

Dify generates a response proposal from inquiry emails received in Gmail and notifies it on Slack. By utilizing this proposal, the person in charge can create a reply, achieving faster response times and improved quality.

3. Support Ticket Handling in Freshdesk with Suggested Responses

Based on the content of tickets created in Freshdesk, Dify generates suggested responses and notifies them on Slack. By utilizing these suggestions, team members can share information smoothly and respond promptly.

Summary

By implementing the flowbot introduced this time, customer support representatives can receive AI (Dify)-generated response proposals on Slack based on customer inquiries obtained from Re:lation, allowing them to proceed with responses more quickly. Utilizing this system enables representatives to avoid the hassle of crafting responses from scratch while providing smooth replies to customers. Additionally, since the response proposals are generated based on standards, it helps maintain consistency in responses and reduces the risk of burden concentrating on specific staff members.
Furthermore, this flowbot can be operated intuitively without specialized programming knowledge, allowing for quick setup. By using templates, you can easily start automating inquiry responses from today. Please take advantage of this flowbot to streamline customer support and help reduce the workload of your entire team.
You can try the templates from this banner.

See you again!