Context
Customer, thread, project, and attachmentsInvestigate the customer without leaving Slack.
Ask BTX about a customer or support pattern, inspect verified citations, continue with thread context, and turn confirmed evidence into a reviewed GitHub issue.
BTX Agent works inside a Slack channel bound to one BTX project. It can resolve the intended customer, search conversations and knowledge, inspect available device or commerce evidence, cite the records it used, remember the selected customer in the thread, and prepare bounded actions for the operator to confirm.
Evidence
Conversations, telemetry, knowledge, and connected recordsActions
Notifications and reviewed GitHub ticket workflowsAsk the support question where the team already works.
Customer questions
Resolve a name or email and build a concise dossier from the project’s customer history.
Queue questions
Summarize recent support activity and recurring questions across the bound project.
Exact lookups
Open a known BTX conversation or connected Zendesk ticket by its identifier.
Attachments
Use supported images and PDFs shared in the Slack thread as bounded investigation context.
Read the evidence before trusting the answer.
BTX distinguishes verified product and customer records from human context already present in the Slack thread. The answer includes inline source links and a verified source list when linkable evidence is available.
Follow-up questions retain the selected customer inside the thread, so the operator can continue the investigation without repeating the identity on every turn.
Keep consequential actions reviewable.
New-conversation notifications
Send opt-in project notifications to the selected channel with a path back to the BTX conversation.
Prepare a GitHub issue
Draft the title and body from verified evidence, then let the operator review them in Slack.
Choose an assignee
Select from the connected repository’s available collaborators before issue creation.
Close the linked issue
Run the close action only after an operator explicitly chooses it from the support thread.
What the Slack agent can investigate
| Operator request | Evidence BTX can use | Result |
|---|---|---|
| What happened to this customer? | Profile, conversations, thread context, devices, telemetry, and knowledge | A cited customer-specific answer |
| Are other customers seeing this? | Recent project conversations and recurring support evidence | A scoped support-activity summary |
| What does our policy say? | Policies, Playbooks, private Articles, and published help content | Guidance separated from observed product evidence |
| Create an engineering ticket | The grounded Slack answer and connected GitHub repository | An editable issue form requiring confirmation |
Frequently asked
Does the Slack agent answer in every channel?
No. A Slack channel must be explicitly bound to a BTX project so customer and product evidence stays within the intended workspace.
Can it choose between customers with the same name?
It does not silently guess. When multiple people match, it presents numbered choices and waits for the operator to select the intended customer.
Can it create or close GitHub issues automatically?
The workflow is bounded by the configured integration and explicit operator actions. Ticket details are reviewable before issue creation or closure.