Connecting Olark and Slack

  1. Log into Olark and go to the Slack integration page. Click Authenticate.

    authentication button image

  2. You'll be redirected to Slack where you'll need to login if you're not already authenticated. Once logged in, click Authorize to grant Olark the ability to send messages to Slack.

    authorization link image

  3. You'll be redirected back to the Slack integration page with the connection indicated as active. Configure the rest of the options to your liking and you're all set! Happy chatting.

    configuration page image

Using the integration in Slack.

  1. Chat with the “Olark” bot to change your status. You can find it under the "Apps" heading at the bottom left of your Slack window. Search for "Olark" and then chat with it.

    Olark bot entry image

  1. Type "help" and it'll tell you what it can do!

    help command image

  2. Talk to the Olark bot to change your status and Slack settings.

    • status - gives you your current presence status
    • online - sets you as online
      • Once you use this command, you will start receiving chats!
    • offline - sets you as offline
    • away - sets you as away
    • authorize - gives Olark permission to star rooms for you and set your status
    • deauthorize - revokes Olark’s permission to star rooms for you and set your status
    • enable notifications - enables per message notifications on chat
    • disable notifications - disables per message notifications on chat
    • help - see this list of commands

Chatting with your customers

Each conversation will create a new channel that starts with “#z-olark”. The behavior of starting conversations will depend on your Olark Chat Routing setting.

Conversations will get automatically assigned to one of the agents that is currently online in Olark. The corresponding agent will be automatically invited to the created room.

All Agents

When a new conversation starts, a link to it will appear in the channel you’ve designated to be your Olark Lobby. The first agent to respond in the new channel will be locked to talk to that visitor.

Transferring Chats

You can use the !transfer command one of three ways:

  • Use !transfer + an optional message:

    We will unlock the chat and send a message to the Olark Lobby channel If you add a message (e.g. !transfer can someone else get this?) your message will also appear.

  • Mention a fellow agent using their @ Slack handle (e.g. !transfer @fernando)

    We will unlock the conversation, invite the Slack user to the channel, and tell them they have a transferred chat. If the specified user doesn’t have an Olark account linked, we will tell you so.

  • Mention a fellow agent using their Olark username (e.g. !transfer @fernando_olark if we assume fernando_olark is their Olark username)

    We will unlock the conversation, invite the agent to the channel, and tell them they have a transferred chat. If the user doesn’t have an Olark account linked to Slack, we will try sending them a message in Olark. This could happen if you have agents split between chat.olark.com and Slack.

Olark Assistant

During a chat, you can type !slack (and an optional message) and the transcript will be sent to the channel you specified!

asking for help as an agent

the transcript in slack