Ravenna AI integrates with Slack to provide automated answers, intelligent routing, and other AI-powered features. You can customize which features your teams use and configure them to match your workflow.

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Answers

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Overview

Ravenna AI can respond to and provide answers to your employees’ questions directly in Slack. To get started, navigate to Knowledge and ensure that you’ve ingested some documents into your knowledge base. This information is what Ravenna AI will use to generate answers, so the more relevant content you have, the better the answers will be. Once you’ve imported your existing content, you can enable answers in any of your connected channels. Navigate to your desired Queue settings page and toggle on Enable Ravenna AI.
Queue Settings
You’ll receive a confirmation message in Slack letting you know that Ravenna AI is ready to help in the queue.
Ravenna AI Confirmation

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Slack Answers

Once Ravenna AI is enabled, depending on your configuration, Ravenna will either respond to all messages and threaded messages in the channel, or it will respond only to messages posted in the channel.
You can also toggle on the setting so that Ravenna only responds to messages that mention @Ravenna. This is a great option if you want to give your team more control over when they want to use Ravenna AI.
When a user sends a message that Ravenna AI can answer, you’ll see robot emoji reaction on the message the user sent. This lets your employees know that Ravenna is working in the background and processing their request. Once Ravenna has generated an answer, it will post the response in a thread under the user’s message and the 🤖 reacji is removed from the message. Ravenna will always send answers into the thread. This keeps channels clean and uncluttered.

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Answer Actions

All answers from Ravenna come with a source document link and user feedback buttons.
AI Answer Block
The source link shows users exactly where Ravenna found the information, so anyone can dive deeper if needed. The feedback buttons allows users tell us how we’re doing. When users click 👍, Ravenna will ask if they need additional help. When they click 👎, Ravenna will prompt the user to create a ticket by sending a Create Ticket button. Alternatively, if you would like Ravenna to auto create a ticket when 👎 button is clicked, you can configure via the following Queue setting.
Thumbs Down Setting
When enabled, Ravenna will create the ticket and notify the user in the thread. Both interactions are captured in Ravenna’s reporting, giving your teams valuable insights into the accuracy and effectiveness of Ravenna AI.

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Request type classification

Teams often struggle to get employees to fill out the right Request type forms. With this feature you can allow your employees to converse with Ravenna AI agent in Slack as if they were talking to a human member of your team. Ravenna AI will decide based on the available knowledge if it can deflect the request with a knowledge answer, or if there is a request type that matches what they’re asking about. If both, it often will provide them with some information from the knowledge and offer to open a ticket for them.
Thumbs Down Setting
Combining this feature with Answers in Slack allows your team to spend more time focused on responding to properly filled out requests and saves time from constantly answering the same questions.

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Auto tags

Ticket tags are a powerful way to create specific views and track specific data points via analytics.
AI Tags
Enabling AI tags means that whenever your employees open new tickets or add comments to existing tickets, Ravenna AI will automatically add tags when appropriate. This means your teams don’t have to.

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Personality

Ravenna lets you tailor your AI agent’s personality to match your company’s voice and values. This creates a consistent, on-brand experience for users. Test your AI in realistic scenarios to fine-tune responses before going live. Click the AI Personality tab along the top of the Knowledge page.
AI Personality
Use this page to define your AI’s voice, tone, and personality, so it communicates your brand effectively.

Custom Prompt

Set the core instructions that guide your AI agent’s behavior and communication style. This keeps responses consistent with your brand and goals.

Greeting Instructions

Define how your agent opens conversations — friendly, professional, or context-specific — to set the right tone.

Response Length Preference

Choose whether your agent’s answers are concise, moderately detailed, or comprehensive based on your audience’s needs.

Agent’s Tone of Voice

Shape your agent’s personality: professional, casual, humorous, or anything in between.

Use of Emojis

Decide if and how your agent uses emojis to keep communication professional or make it more approachable and expressive.
After configuring, click Publish Changes in the top right corner.