Use Zoe in Slack

Who can use this feature?

  • Zoe integration configurations require global admin or advanced permissions
  • Zoe capabilities are offered under unlimited and/or individual user licenses

Zoe for Slack allows anyone in your company's Slack workspace to query Totango data from within Slack. Ask Zoe any questions and get the information you need, without ever leaving Slack!

Zoe for Slack requires configuration by your global admin.

Where to interact with Zoe in Slack

Once configured, Zoe is available in the following locations:

  1. A 1:1 channel within the Apps section of your Slack workspace
    You don't need to "at Zoe" (@Zoe) when interacting with Zoe directly in the App channel.
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  2. Any existing Slack channel in your workspace
    Use "at" Zoe (@Zoe) in specific channels, such as in mid-conversation with a coworker
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Access account information

Zoe returns account information for any team account set that Zoe can access.

  1. In any channel Zoe is configured, use a command to get started. Examples:
    • "@zoe hi"
    • "@zoe tell me about Acme"
  2. Depending on your query, Zoe responds with options.
  3. If starting from the beginning of the flow, click Accounts.
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  4. When prompted, enter the name of the account.
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  5. Zoe returns account information.
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  6. Click the option to view more details. Details provided correspond with the configuration for each widget within the account profile in the web layout.

    Global admins and users with advanced permissions can remove attributes from the key info tab of an account layout to avoid sharing that information in Zoe for Slack. 

    • Key Information: Displays information from the key info tag
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    • Usage: Monthly active users, daily active users
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    • Trends: Key metrics (e.g., active days, engagement, license utilization, usage frequency, active users, last activity, activities per active user
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    • Touchpoints: See most recent touchpoint. Click show more to advance to the next touchpoint, or click Add Touchpiont to add a new one (see below).
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    • Assets: See the 5 most recent account assets with the option to click on an asset to open/download. Click Next to see more (if available).
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Add a touchpoint from Slack

Anyonenot just Totango userscan add a touchpoint for any account within the team account set that Zoe can access.

  1. In any channel Zoe is configured, use a command to get started. Examples:
    • "@zoe hi" > locate the account > click Touchpoints (see above)
    • "@zoe add a touchpoint to Acme"
  2. Zoe responds with options. When prompted, enter the touchpoint details.
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  3. When prompted, choose the flow that relates to this touchpoint.
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  4. Click Record it to confirm.
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Formatting (bold, italics, etc.) applied to touchpoints from Slack will not be retained when viewed in Totango web account timeline.

Access data from segments

Zoe returns segments that have been made available for Zoe (within the team account scope).

  1. In any channel Zoe is configured, use a command to get started. Examples:
    • "@zoe hi"
    • "@zoe show me all segments"
    • "@zoe show me customers at risk"
  2. Depending on your query, Zoe responds with options.
  3. If starting from the beginning of the flow, click Segments.
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  4. When prompted, enter the name of the segment, or click Show All Segments.
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  5. Zoe returns the segment summary information. Click to see the 1st account in the segment.
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  6. Continue paging through the results to see more matching records.
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Suggested Zoe commands

Here are some interesting questions Zoe can help with!

Use cases in Customer Success

@zoe show me Q1 renewals

@zoe show me accounts at risk

@zoe show me my upsell opportunities

@zoe show me customers with more than 5 support tickets

@zoe show me customers who are my power users

@zoe show me customers who are over 30 days in onboarding

@zoe show me customers who are late in payment

@zoe show me customers on the East Coast

@zoe show me customers attending webinars

@zoe show me customers attending training

@zoe show me customers who are over their contract utilization

@zoe show me customers with us longer than 3 years

@zoe show me customers who onboarded in the past 3 months

@zoe show me customers that are stuck in onboarding

Use cases in C-Suite

@zoe tell me about Microsoft

@zoe show me key accounts at risk

@zoe show me accounts with outstanding invoices

@zoe show me customers who cancelled in the past 30 days

@zoe show me most active accounts

@zoe show me customers who are the highest paying accounts

@zoe show me customers who increased their contract value by 50% in past 90 days

@zoe show me customers who are forecasted to churn in the next 90 days

Use cases in Sales

@zoe show me referencable customers

@zoe show me trial customers ready to buy

Use cases in Marketing

@zoe show me customers ready for a case study

@zoe show me customers who gave us good feedback

@zoe show me customers who gave us negative feedback

Use cases in Product

@zoe show me customers who are using our mobile app

@zoe show me customers who are stuck in onboarding

@zoe show me customers who are using/not using specific features

@zoe show me customers who participated in beta programs

@zoe show me customers who successfully installed feature X

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