# Using Slack Workflows

ClearFeed supports creating requests directly through **Slack Workflows**. This allows teams to collect structured information from requesters before creating a request.

**Note:** This feature requires setup. Contact [ClearFeed Support](mailto:support@clearfeed.ai) to enable it for your account.

## Steps to Create a Slack Workflow

* **Access Slack Automations**
  * From your desktop, hover over **More**, then select **Automations**.

<figure><img src="https://slack.zendesk.com/hc/article_attachments/32816116183443" alt="" width="563"><figcaption></figcaption></figure>

* **Create Workflow**
  * Click **Create Workflow** near the top-right corner.
* **Configure the Trigger**
  * Choose **"From a Link in Slack"** as the trigger.
* **Add Workflow Actions**
  * **Collect information in a form:** Add questions for the requester (e.g., *Describe your issue*, *Priority level*, *Team*).
  * **Send a message to a channel:**
    * Select the channel monitored by ClearFeed.
    * Use workflow variables to send the collected information in the message.
    * To ensure ClearFeed attributes the request to the person who submitted the form (not the Bot), add the requester info in the **first line** using this format:

      ```
      #requester {{Person who submitted the form}}
      ```
    * **Example:**

      ```
      #requester @John Doe
      Issue: Laptop not connecting to WiFi
      Priority: High
      Team: IT Support
      ```
    * To use a different keyword (e.g., `#employee` or `#user`), contact [ClearFeed Support](mailto:support@clearfeed.ai) to configure it.
* **Add Workflow to Request Channel**
  * Open the **request channel** where you want the workflow.
  * Click the **Workflows** tab in the conversation header.
  * If you don't see it, click the **"+" button** to find it.
  * Select **Add workflow** to add the workflow to the Request Channel.
  * You can also use **Feature workflow** to replace the message field with a button to start the workflow.\
    Learn more about [managing workflows in Slack](https://slack.com/intl/en-gb/help/articles/32393999092883-Manage-the-Workflows-tab-in-channels-and-DMs).
* **Whitelist the Workflow Bot**
  * Go to **Settings > Additional Settings** and whitelist the workflow bot on ClearFeed so that ClearFeed can monitor and create requests from workflow messages. See the [Bot Whitelisting section](#bot-whitelisting) below for detailed instructions.

#### Example Use Cases

* **IT Team Workflow:** Collect laptop issue details → Post formatted message in *#it-support* → ClearFeed creates a request for the employee.
* **HR Workflow:** Collect leave application info → Post in *#hr-requests* → ClearFeed creates a request under the employee's name.

<figure><img src="/files/woz9bEbgZiWfrSfr2Fqq" alt="" width="322"><figcaption><p>Sample Workflow</p></figcaption></figure>

## FAQs

1. **Why isn’t my Slack Workflow creating a ticket in ClearFeed?**\
   **Answer:** ClearFeed can only process workflow messages if the **workflow bot is whitelisted**. Go to:\
   **ClearFeed WebApp → Settings → Additional Settings → Whitelist Workflow Bot.** If the bot is not whitelisted, the workflow message will be ignored.
2. **Do workflow messages need to follow a specific format?**\
   **Answer:** Yes. The **first line** of the workflow’s posted message must include the requester in this exact format:\
   \#requester @username\
   Or if using workflow variables:\
   \#requester {{Person who submitted the form}}
3. **Why is ClearFeed asking for the requester’s email every time the workflow runs?**\
   **Answer:** This happens when the workflow message is posted by a **responder** (an internal agent) rather than an external user. ClearFeed always ask responder for an email. To avoid this, you have below options:
   * **Disable “Ask for Requester Email”**\
     Settings → Collection → Ticketing Settings → **Ask for Requester Email → OFF**
   * **Configure a Default Requester Email** in the collection's form.
4. **Will the workflow work if an internal agent triggers the workflow instead of a customer?**\
   **Answer:** Yes, but with different behavior.
   * If a **customer/end-user** submits the workflow → ClearFeed auto-detects the requester.
   * If a **responder/agent** submits the workflow → ClearFeed requires requester details (If "Ask for requester's email for responder-initiated requests" is enabled)
5. **My workflow format is correct but ticket creation still failed. What should I check?**\
   **Answer:** Verify the following:
   * Workflow bot is whitelisted
   * Workflow is added to a channel that is part of a **Collection**
   * First line is exactly `#requester <user>`
   * “Ask for Requester Email” (Collection setting) may require user email
6. **The workflow doesn't appear in the whitelisting dropdown. What should I do?**\
   **Answer:** Sometimes the workflow bot app appears under a different bot name. Try:
   * Searching for the workflow’s App ID (visible in Slack → App → About)
   * Posting a workflow message first (the bot becomes visible once it posts)
7. **Why did my workflow message fail even though the requester line was correct?**\
   **Answer:** Possible reasons:
   * Workflow message was posted by a **responder**
   * Requester user lacks an email in Slack profile and "Ask for requester's email for responder-initiated requests" is enabled
   * Workflow message used a variable that didn’t resolve to a Slack user
   * Workflow bot not whitelisted


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