With over 30,000 organizations worldwide now using Workplace, Facebook’s enterprise collaboration application, users are seeing improved productivity, engagement, and culture within their organizations right out of the box. And with custom Workplace integrations, such as bots, you can transform the platform into a tool that improves workflows and helps employees complete their work more efficiently. Have you signed up yet?
Custom integrations use APIs to extend the platform’s functionality. Depending on your organizational needs, your team can integrate powerful bots that interact with people in groups and chats. As a premier Workplace Service Partner, SADA Systems can build bots that respond to questions posted, take automatic action on content, or post content in groups based on external events. We can also build bots that converse with people in Work Chat, providing real-time information.
Workplace and SADA Systems
Here at SADA Systems, over 97% of employees are active on Workplace each month, and have been ever since we launched in October of 2016. SADAians enjoy using Workplace to stay in the loop on everything from corporate announcements to marketing events. Groups have broken down silos, allowing employees to communicate across departments on projects, and Live Streaming has made it easier to reach our remote employees across the country. Since Workplace is a core component of SADA’s communication process, we want to make it easier for our employees to request internal IT and admin support. SADA built SupportBot for Workplace, to run our internal tech support tickets within Workplace.
SupportBot for Workplace
Before SADA integrated the SupportBot with Workplace, there were a few ways employees asked for internal support. They would either log into our ticketing platform and submit a service desk ticket or they would send an email directly to our service desk.
To replace these multiple methods, we created an Internal Tech Support Group on Workplace, where all employees have access to @mention the SupportBot for help. A service ticket is created when an employee @mentions the SupportBot with their occurring issue and posts it to the group. The SupportBot must be @mentioned in order to create a ticket.
Our ticketing system automatically generates a ticket when the post is received and the service ticket number is relayed back to the Workplace post in the comments section.
Once a service team member has been assigned to the ticket, any notes they make on that ticket will reflect back to Workplace in the comments section of the original post.
SupportBot advances Workplace’s capabilities, allowing SADA to weave its current workflows with the tools and systems used everyday, all within Workplace via desktop or mobile.
Making the Most of Bots
When deciding to build a bot for your organization, be sure to keep in mind where the bot will best serve its purpose.
If you’re building a bot that a multitude of people will interact with at any given time, or a bot that pushes out content for a vast audience, it’s best to build a bot that can post in groups, and respond to comments and @mentions in groups. If you need a bot that alerts users or requires a follow-up, then supporting conversations in Work Chat would be best for the bot. SADA consultants can help you make the best decisions based on your organization’s needs.
Find out more about Workplace and Bots, and how the two together can increase productivity at your organization.