Our team uses side conversations to speak with other stakeholder channels via Slack. typically these queries are a quick request and a quick resolution, but we’ve encountered 2 issues:
- AI integrations in these slack channels - When a slack channel has a bot set up to automatically answer questions appearing in the channel, the side conversations from Intercom are frequently overlooked. Could be an issue of 1 bot speaking to another bot and maybe Slack/Intercom doesn’t want that to happen
- Closing side conversations - typically the channels in which we ask our questions are a straight-forward “question and answer” or “request and resolution” with very minimal back and forth. But every now and again we get a case where we’ve asked a question and then before we know it, 20 different stakeholders have found the thread curious and have begun a back-and-forth of their own, which opens and reopens the thread multiple times. Or alternatively, we get a resolution, but then 2 weeks later (after the intercom conversation is closed) someone else uses the thread to “share a new example”, this also reopens the thread and adds a new “end-date” to the conversation which can artificially inflate metrics