Who can use this feature?
- Global admins or users with advanced permissions can configure integrations
- Zoe capabilities may require additional licensing
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. Some capabilities require an unlimited license.
Where to interact with Zoe in Slack
Once configured, Zoe is available in the following locations:
-
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. -
Any existing Slack channel in your workspace
Use "at" Zoe (@Zoe) in specific channels, such as in mid-conversation with a coworker
Access account information
Zoe returns account information for any team account set that Zoe can access.
- In any channel Zoe is configured, use a command to get started. Examples:
- "@zoe hi"
- "@zoe tell me about Acme"
- Depending on your query, Zoe responds with options.
- If starting from the beginning of the flow, click Accounts.
- When prompted, enter the name of the account.
- Zoe returns account information.
Contract Renewal Date is available only for accounts with a paying status (Status = Paying).
- Click the option to view more details. Details provided correspond with the configuration for each widget within the account profile in the web layout.
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Key Information: Displays information from the key info tab
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. The key information used is determined by the settings for the team with the lowest Team ID. Admins can find Team IDs in the URL of each team’s properties within Settings.
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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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Key Information: Displays information from the key info tab
Add a touchpoint from Slack
Anyone—not just Totango users—can add a touchpoint for any account within the team account set that Zoe can access.
- 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"
- Zoe responds with options. When prompted, enter the touchpoint details.
- When prompted, choose the flow that relates to this touchpoint.
- Click Record it to confirm.
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 Slack returns only segments that have been saved within the Global SuccessBLOC > Zoe Segments folder (and within the team account scope).
- 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"
- Depending on your query, Zoe responds with options.
- If starting from the beginning of the flow, click Segments.
- When prompted, enter the name of the segment, or click Show All Segments.
- Zoe returns the segment summary information. Click to see the 1st account in the segment.
- Continue paging through the results to see more matching records.
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
Zoe search results
Here's how search results work when returning multiple records for relevant Zoe commands:
- The exact match for your search is the first to display.
- If two accounts have the same name, the account with the higher contract value is selected.
- If you asked the same question in the past, Zoe remembers the previous selection and displays it first.
- Clicking on “Show More" retrieves the results ordered by contract value. If your instance does not have contract value, Zoe sorts results alphabetically by account name.