Use the BTX Slack agent

A BTX project owner or admin connects the Slack workspace once. After that, teammates can invite and use the agent without their own BTX account.

1. Open BTX and select the project whose customer context the agent should use.
2. Open Settings, then Integrations → Slack.
3. Select Connect Slack. In the Slack authorization page, choose your workspace, review the requested permissions, and select Allow.
4. Return to BTX and check that the Slack workspace shows Connected. Then add the agent to a channel using the steps below.

If the workspace is already connected, skip installation and invite BTX to your channel. For a Slack Connect channel using an existing installation, follow the shared-channel setup below.

Any Slack member who can add apps can invite BTX; they do not need to be the person who installed it or have their own BTX account.

1. Open the Slack channel where your team will use the agent.
2. Use Slack's Add apps action to add BTX, or mention @BTX and accept Slack's invitation prompt. Invite the agent inside private channels too.
3. In an ordinary channel of the connected workspace, BTX uses the workspace's connected project and posts a welcome when ready.
4. Send @BTX what can you do? to see its capabilities and start a thread.

Everyone in that channel can ask questions and manage BTX issues.

For a Slack Connect channel, BTX sends the inviter a private Finish setup in BTX link. A BTX project owner or admin opens it, selects the project, and chooses Connect this channel. Then open that project's Settings → Integrations → Slack and select Enable agent for the channel. The owner or admin does not need to be the original Slack installer. Each channel uses one BTX project, so choose a channel whose members should have access to that project's customer context. Adding the agent does not turn on customer conversation notifications; enable those separately in BTX if you want them.

Mention @BTX with your question. BTX replies in a thread. Mention @BTX again in that thread for follow-ups so it can use the conversation, attachments, and linked BTX issue as context. Use a new thread for a different investigation.

Include a customer name or email, a BTX conversation link, an order reference, or a screenshot or PDF. If several customers match, choose from the options BTX offers. A full email or conversation link helps avoid ambiguity.

To see the agent's current capabilities, ask @BTX what can you do?.

BTX brings together customer conversations, support history, product telemetry, and orders from the sources connected to the channel's project. It can trace what happened over time, compare similar customer problems, and find policies and troubleshooting guidance. Answers include source links where available and explain gaps in the connected data.

Try:

• @BTX What happened with alex@example.com recently?
• @BTX Investigate this screenshot against the customer's support history and telemetry.
• @BTX Which customers are waiting for a reply?
• @BTX Have other customers reported this problem, and how was it resolved?
• @BTX What is the status of this customer's latest order?
• @BTX Review this proposed reply against our return policy: …

Attach the screenshot or paste your proposed reply in the same message. Ask BTX to separate confirmed facts from possible causes when diagnosing a problem.

A BTX issue tracks internal work. A customer conversation contains customer communication. Asking BTX to create a ticket creates a BTX issue; it does not send a customer message or open a Zendesk ticket.

Try these in the same thread:

1. @BTX Do we already have a BTX issue for this?
2. @BTX Find related BTX issues about checkout failures.
3. @BTX Create a BTX issue for this and assign it to @teammate.
4. @BTX Make it high priority and move it to in progress.
5. @BTX Rename it to "Investigate checkout failures" and update the description with these findings: …

BTX uses the thread's evidence to create the issue and posts an editable issue card. Follow-ups can change the linked issue's title, description, status, priority, and assignee. You can also use the card's controls. If BTX cannot identify an assignee, it explains what is missing rather than guessing.

To create a linked GitHub issue, ask explicitly:

• @BTX Create a BTX issue and an attached GitHub issue for this.
• @BTX Create an attached GitHub issue for it.

GitHub must be connected to the project. BTX creates the internal issue first and keeps it if GitHub creation fails. An ordinary issue request does not create anything in GitHub.

BTX can advise on next steps and update internal issues. It cannot execute refunds, cancel or ship orders, send customer replies, close customer conversations, or delete records. Ask for a recommendation or a draft when you want help with those actions.

• Give the desired outcome: “Find the cause and recommend the next step.”
• Keep follow-ups in the original thread and mention @BTX each time.
• Share facts teammates have confirmed; BTX can attribute them to the thread alongside connected system evidence.
• Check the cited sources and ask about uncertainty when data is incomplete.
• If BTX asks for setup, finish project selection before asking it to access customer data. If Slack says the app is missing, invite it to the channel.