At mentioning users in slack can be accomplished by creating a Slack workflow and using Gainsight external actions to push relevant details to the webhook. Ensure that you have a Slack connector set up first, then create a workflow in Slack.
Send a message to a person
One of the action types is to send to a person. In this action we can send a direct message to a single individual using their email address or their User Id as an identifier. The message appears as from the workflow itself.
Send a message to a channel
We also have the option to send a message into a specified channel either via a token, or to a hard coded channel. It’s also possible in this format to at mention a specific user or multiple users.
External Action in Gainsight
On the Gainsight side, we use the webhook address and the payload from the first step and can use rules engine to load the data we want from Gainsight. Note that Slack User Ids are held in an object called “Avatar_{{YOUR_SLACK_INSTANCE}}”.
Rules Engine in Gainsight
In Rules engine pull the variables you need and populate them in the “Call External API” action, using the external action you configured above.
