Our CSMs are big users of Slack and are more likely to act on a Slack notification than an email that gets lost in the inbox. While I see that there are out of the box notifications available in NXT, is there a way to create custom notifications to appear when usage drops or a client health score changes, etc? And if there isn’t, let’s make it happen :)
Thanks,
Ana
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at community@gainsight.com and we'll help you get started from where you left.
Else, please continue with the registration below.
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
There is a way via a rule with an external api call:
https://support.gainsight.com/Gainsight_NXT/03Rules_Engine/03Tutorials/Post_Messages_to_Slack_with_Call_External_API_Action_Type
It looks like there are a number of flexible Slack APIs that might be able to be used, but you’d probably want to get input from either your Slack CSM or someone that is familiar with how to use their APIs. https://api.slack.com/web
Hi,
One of our professional services teammate, Peter, has created this awesome 10-minute video where he shows how to achieve pushing to Slack channel dynamically.
Pushing a custom notification to a user is also very similar. But it needs one additional step. You would need to ask Slack admin to give user ID of slack users and need to have that info available in Gainsight. Once that is present, you can tokenize the user name instead of Channel Name in that example. For reference, this is the exact doc from Slack’s documentation.