Slack Intake

Creating Matters in Slack with Checkbox

Introduction

Checkbox's Slack integration allows you to seamlessly create and manage matters directly within your Slack workspace. This powerful feature streamlines your workflow by bringing matter creation to where your team communicates. This article will guide you through the process of setting up and using the Checkbox Slack integration to create matters efficiently.

Prerequisites

Before you can start creating matters in Slack, ensure you have completed the following steps:

  1. Create a Slack app in your workspace. For detailed instructions on how to do this, please refer to our Slack App Creation Guide.
  2. Ensure you have the necessary permissions. Only users designated as Checkbox Matter agents can create matters in Slack.

Understanding Matter Creation in Slack

Checkbox allows you to create matters in two primary areas within Slack:

  1. Channels: Both public and private channels are supported.
  2. Direct Messages (DMs): This includes both one-on-one and group conversations.

Let's explore how to create matters in each of these contexts.

Creating Matters in Slack Channels

Setting Up Your Channel

Before you can create matters in a channel, you need to set it up for Checkbox integration:

  1. Invite the Checkbox Slack App:
    • In the desired channel, type "@" followed by the name of your Checkbox Slack app.
    • This action will invite the app to the channel.
  2. Configure Default Settings:
    • Once the app is added, you'll be prompted to select a default board and matter layout.
    • These settings can be adjusted at any time by typing /checkbox settings in the channel.

Creating a Matter

Once your channel is set up, you can create a matter from any message in the channel:

  1. Locate the Message: Find the message you want to create a matter from.
  2. Access the Create Matter Option:
    • Click on the ellipsis (...) next to the message to open the action menu.
    • Select "Create matter" from the menu.
  3. First-Time Setup (if applicable):
    • If this is your first time creating a matter, you'll need to link your Slack and Checkbox accounts.
    • Follow the prompts in the modal to complete this one-time setup.
  4. Fill Out the Create Matter Modal:
    • The modal will appear with your default board and layout pre-selected.
    • The matter subject will automatically default to the channel name and the requester's name.
    • Fill out any additional fields as required by your selected matter layout.
  5. Create the Matter: Click the "Create Matter" button to finalize the process.

Important Behavior Notes

  • Thread Capture: The entire message thread (parent message and all replies) will be included in the Checkbox matter.
  • Automatic Updates: All subsequent replies to the thread will be automatically captured in Checkbox Matter Management.
  • File Handling: Any files uploaded as part of the interaction are automatically tracked and downloadable within Checkbox.
  • One Matter Per Thread: Each Slack thread can only be associated with one matter.

Creating Matters in Direct Messages

Creating matters in Direct Messages (DMs) follows a similar process, with a few key differences:

Process

  1. Access the Create Matter Option:
    • Click the ellipsis (...) next to any message in the DM.
    • Select "Create matter" from the menu.
  2. Select Board and Layout:
    • Unlike in channels, there are no default settings for DMs.
    • You'll be prompted to select a board and matter layout each time.
  3. Fill Out the Create Matter Modal:
    • The subject will default to the name of the DM channel followed by the user's name.
    • Complete any additional fields as required by your selected matter layout.
  4. Create the Matter: Click the "Create Matter" button to finalize the process.

Important Behavior Notes for DMs

  • Thread Capture: Similar to channels, the entire thread will be captured in the matter.
  • File Handling:
    • Files uploaded by agents can be downloaded directly in Checkbox Matter Management.
    • Files uploaded by non-agents will have a redirect link to Slack for download.
    • Only users within the DM context can access these files due to Slack's privacy restrictions.

Accessing Created Matters

After a matter is created, whether in a channel or DM:

  • A link to the matter will be provided in the Slack thread.
  • This link is accessible to both agents and non-agents involved in the conversation.
  • Agents will have full visibility of all matter details.
  • Non-agents will see a limited view, including only the messages and files they're directly involved with.

Additional Features and Notes

Automatic User Creation

If enabled, Checkbox will automatically create accounts for users involved in the Slack thread. This allows them to access the matter and view communications within Checkbox Matter Management.

File Handling Differences

Be aware that file handling differs slightly between channels and DMs:

  • In channels, all files are downloadable within Checkbox.
  • In DMs, only files uploaded by agents are directly downloadable in Checkbox. Non-agent files require a Slack redirect.

Matter Association Limit

Remember, each Slack thread can only be associated with one matter. This prevents duplicate matters and ensures clear tracking of conversations.