Q-Director: Slack, Teams and agent mapping

The Messaging tab of Q-Director is where you connect QuantumOps to Slack or Microsoft Teams. You store the credentials, set up the incoming webhook that carries alerts, set how many people may be away at once, and map each agent to their chat account. Administrators and people with the Q-Director Configuration role can use it.

Before you start:

• Open it from Configuration → Q-Director Config, then choose Messaging under Integrations in the tab column. See Q-Director Settings for the other tabs.
• The Messaging tab stores the connection. It does not switch Qubit on: the Qubit assistant in Slack and Teams is switched on separately under Channel Assistant. Turning Qubit on, and the consent button on the Channel Assistant page, need the Administrator role. See Channel Assistant settings.
• A welcome guide appears each time you open the tab until you tick "Don't show this again" in it; that choice is saved for you alone. Help reopens the guide and Tour starts a guided tour of the tab.

Choose Slack or Microsoft Teams

1. Under Communication Platform, choose Slack or Microsoft Teams under Select Communication Platform.
2. Select Save Platform Selection.

Saving one platform keeps the other platform's stored credentials, so both can be set up side by side. The platform you save is the one whose incoming webhook receives alerts (see below).

To delete a platform's stored credentials, select Remove Slack Credentials or Remove Teams Credentials. A message such as "Slack credentials removed." confirms it. Nothing else removes them.

Enter the Slack settings

With Slack selected, Slack Configuration shows an API Configuration block with four fields. They all come from your Slack app. See Setting up the Slack app.

Select Save All Configuration to store them. The token and secret fields hide what you type.

Add the Slack slash commands

Slash Commands Setup lists the older slash commands your Slack app needs, each with its address. Select Copy All Endpoints to copy the whole list with your own addresses filled in, then paste each address into the matching command in Slack. The tab lists only some of the older commands; Setting up the Slack app names the rest and shows how to address them.

The list covers only the older commands. /qubit is not on it, because the Qubit assistant is configured on the Channel Assistant page. The tab says so in a note.

Enter the Teams settings

With Microsoft Teams selected, Microsoft Teams Setup asks for two things:

• Bot Name: how the bot appears in Teams, for example "QOps" or "HelpDesk Bot".
• Alert Webhook: an incoming webhook for the Teams channel that should receive alerts. The tab reminds you where to create it: Channel > ... > Connectors > Incoming Webhook > Create > Copy URL.

Select Save Configuration. Three badges at the top of the section show how far setup has got: Bot Named, Webhook Added and Admin Consent. The read-only Pre-Configured (Read-Only) box shows the Teams App ID, Teams Bot ID and Azure Tenant ID, which QuantumOps provides for you.

Bot Commands lists the classic commands people can send the bot; see Agent status commands. Admin consent, the app package and adding the bot to Teams are covered in Setting up the Teams bot.

Send alerts through an incoming webhook

The Slack Webhook URL and Alert Webhook fields carry one-way alerts into a channel. These posts contain links, never action buttons, and they do not need the Qubit assistant to be on. They include:

• sentiment and tonality alerts for tickets;
• messages from the Alert Engine;
• Q-Notice posts, when the bot cannot post a card itself. See How Q-Notices are delivered.

Alerts go to the platform you saved under Select Communication Platform.

To check a webhook, type its address, then select the small test button beside the field, whose tooltip reads Test Webhook. QuantumOps posts a sample "Negative Sentiment Alert" for a made-up Contoso Industries ticket, and the tab confirms that the test alert was sent and tells you to check your Slack or Teams channel. If the webhook refuses the post, the tab shows what it answered. The button stays disabled until the field has an address.

Set the away limits

Under Operational Settings on the Slack view of the tab:

• Max Agents Allowed Away is how many people whose agent role is Agent can be on lunch or leave at once. It runs from 0 to 10 and is 2 unless you change it. With 0, nobody whose agent role is Agent can take lunch now or go away from Slack.
• Max Dispatchers Allowed Away is the same for people whose agent role is Dispatch. It runs from 0 to 5 and is 1 unless you change it. With 0, QuantumOps works out the limit in Slack from how many dispatchers are not offline, so that at least one stays online.

These are agent roles, set in Edit details in Team Management. They are separate from the sign-in roles, so Dispatch is not the Dispatcher role.

The limits are shown only while Slack is selected under Select Communication Platform, and saving also saves that selection. If your organisation uses Microsoft Teams, select Slack, set the limits and select Save All Configuration, then select Microsoft Teams and save again.

Select Save All Configuration. People whose agent role is SDM Primary or SDM Secondary are not limited. The limits apply to the lunch and leave commands in Slack and, for lunch, in Teams. See Agent status commands.

Map agents to Slack or Teams accounts

Agent Mapping links each agent to their account in the chat platform you selected. It is a grid with the columns Agent Name, Email, Exclude, the platform ID, Role and Time Zone. Role (the agent role) and Time Zone are shown for reference; change them under Edit details in Team Management.

In Slack, type each agent's ID in Slack User ID. To find it, open the person's profile in Slack, open the three-dot menu and choose Copy member ID. Then select Save Agent Mappings.

In Teams, pick the person from the Teams User list ("Select Teams user..."). The list comes from your Microsoft 365 directory, so grant admin consent first. Picking a person saves the mapping at once.

For accounts that are not people, such as a shared queue, tick Exclude (labelled (Non-Person)). The mapping is cleared, saved at once, and the row shows Not Mapped (Excluded).

The same IDs and the exclude flag appear for each person in Team Management → Edit details (Slack ID, Teams ID, Exclude from messaging mapping). A change in either place shows in both. See Inviting people, roles and agent links.

What a mapping does:

• It lets a person use the agent status commands. Someone who is not mapped gets "Agent not found in the system."
• It lets QuantumOps send that agent direct messages, for example from the dispatch board. See Nudges and escalations in Slack and Teams.
• It links the person to Qubit automatically. When a mapped, active person who has signed in to QuantumOps messages Qubit from your own Slack workspace or Teams directory, they get the shared tools without typing link. Excluded and inactive agents are never linked this way. See Linking your Slack or Teams account and Channel Assistant settings.

Save everything

Save All Configuration, under Save & Test, saves the platform settings and the agent mappings together. The webhook fields are checked with their own Test Webhook buttons.

Related pages

• Setting up the Slack app: point your Slack app at QuantumOps and add its commands.
• Setting up the Teams bot: grant admin consent and install the Teams app package.
• Channel Assistant settings: switch Qubit on for Slack and Teams and choose its model and sources.
• Agent status commands: the commands that the agent mapping makes work.
• Nudges and escalations in Slack and Teams: the direct messages the mapping lets QuantumOps send.
• Inviting people, roles and agent links: the Edit details dialog, where the same IDs live.