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Use Copilot to set up and manage the parts of your workspace that shape how employees submit requests and how AI responds to them. This includes , , forms, and form fields.
These configuration tasks are available to all workspace members. If you cannot access a setting, check with your workspace admin.

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AI agents

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Create and configure agents

Create new agents and configure how they behave, what they have access to, and how they respond in Slack.

Channels and knowledge bases

Control which and documents the agent can access. Connecting an agent to specific channels limits it to tickets in those channels. Connecting it to knowledge bases determines what documentation it can reference when answering questions.

Connect the IT Support Bot to the IT Support channel and the IT Knowledge Base

Configure how the agent responds in Slack channels:
  • Respond to all messages or only when mentioned (@agent)
  • Thread behavior: How the agent handles ticket threads (respond when mentioned, always, or never)

Set the HR Assistant to only respond when mentioned in the channel but always respond in ticket threads

Configure how the agent collects feedback and handles unresolved issues:
  • Thumbs up/down buttons on agent responses
  • Auto-create ticket on negative feedback so unresolved issues get tracked
  • Auto-respond settings for email and integration tickets

Turn on thumbs up/down feedback for the IT Support Bot and automatically create a ticket when someone gives negative feedback

Example prompts:

Create an IT Support Bot that responds to all messages in the #it-help Slack channel

List all agents in the workspace

Show me the settings for the HR Assistant agent

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Walkthrough: setting up a complete agent

You can describe an entire agent setup in one message and Copilot creates everything at once.
1

Describe the agent

Include the name, purpose, Slack behavior, connected channels and knowledge bases, and any special instructions.

Create a new agent called "IT Support Bot" with the description "Helps employees with IT issues." Set the custom prompt to "You are a helpful IT support assistant. Always ask clarifying questions before suggesting solutions." Set escalation instructions to "Create a high priority ticket if the user reports an account lockout or a security concern." Use a friendly tone with emojis. Connect it to the #it-help Slack channel, respond to all messages, and respond in ticket threads when mentioned. Connect it to the IT Support channel and the IT Knowledge Base.

2

Copilot creates the agent

Copilot creates the agent with all the settings you specified and shows an interactive card with the agent details.
3

Add rules

After creating the agent, add rules to define how it handles specific types of requests (see the rules section below).

Create a rule for password reset requests and attach it to IT Support Bot

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Agent rules

Rules tell an agent how to handle specific types of requests. Each rule has three parts:
  • Trigger: A description of when the rule should kick in (for example, “when someone asks about resetting their password”)
  • Instruction: What the agent should do when the rule matches (for example, “walk them through the self-service reset flow, then offer to create a ticket if they still need help”)
  • Examples: Sample messages that would match this rule, which help the agent recognize similar requests
Rules are not active until they are attached to an agent. You can share a single rule across multiple agents. When a message comes in, the agent evaluates all attached rules and selects the single best match. If multiple rules could apply, the agent picks the most specific one.
Example prompts:

Create a rule for password resets. Trigger: someone asks about resetting their password. Instruction: walk them through the self-service flow at okta.company.com/reset, then offer to create a ticket if that does not work. Examples: "I forgot my password", "How do I reset my login?", "I am locked out of my account." Attach it to the IT Support Bot.

Update the PTO policy rule to also mention the company holiday calendar

Attach the password reset rule to the IT Support Bot

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Tools and execution policies on rules

When you create or update a rule, tell Copilot which integration tools or published Foundry actions the agent should call when the rule fires. Copilot lists the available tools, wires the ones you select into the rule, and sets a per-tool execution policy: auto-execute, requires confirmation, or requires approval. Use the policy to gate write or destructive actions before they run. Tools wired this way are only available to the agent while the rule is active.
Ask Copilot to “list the tools I can give an agent” if you are not sure what is available. Copilot only surfaces tools the workspace has connected.
Example prompts:

What tools can I wire into an agent rule?

Update the "Add to Slack group" rule to give the agent the Slack "Add group members" tool, and require approval before it runs.

Create a rule called "Deactivate Okta user" that triggers when a manager asks to offboard a teammate. Wire in the Okta "Deactivate user" tool and require approval from the IT leads template before it runs.

Add my "Lookup employee" Foundry action to the New Hire Setup rule and let it auto-execute.

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Agent personality

Configure how the agent communicates with employees. You can adjust the following settings:
  • Custom prompt: Instructions that shape the agent’s behavior and knowledge
  • Escalation instructions: When and how the agent should escalate to a human
  • Tone: Business, friendly, casual, or professional
  • Response length: Concise, balanced, or detailed
  • Emoji usage: None, some, or lots
  • Greeting: The first message the agent sends when a conversation starts
Example prompts:

Update the IT Support Bot to use a professional tone with short responses and no emojis

Set escalation instructions for the HR Assistant to immediately create an urgent ticket for any report involving harassment or discrimination

Change the greeting for the IT Support Bot to "Hey! What can I help you with today?"

You can also use Copilot to build workflows that automate actions your agents trigger

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Channels

Set up new to organize how employees submit requests. Copilot can also rename existing channels, change emojis, connect Slack request channels and forms, and toggle the ticketing-behavior settings on the channel’s settings page.

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Create and rename channels

Example prompts:

Rename the "IT Help" channel to "IT Support"

List all channels in the workspace

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Connect Slack channels

Connect a Slack channel as a request channel so messages there feed the Ravenna channel. Copilot lists every Slack channel the Ravenna bot has been invited to, marks any that are already connected elsewhere, and invites the bot automatically when it connects. If the Slack channel you want does not appear, run /invite @Ravenna in that Slack channel and ask again. A Slack channel can be a request channel for only one Ravenna channel at a time. If Copilot reports it is already associated, ask Copilot to disconnect it from the other channel first.
System channels (Portal, DM) cannot have Slack request channels. If your organization has more than one Slack workspace connected, tell Copilot which workspace to use.
Example prompts:

What Slack channels can I connect to Ravenna?

Connect the #it-help Slack channel to the IT Support channel

Disconnect #it-help from the IT Support channel

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Connect forms

Attach one or more forms to a channel, or remove forms that no longer belong. Disconnecting a form removes it from the channel but does not delete the form itself. Example prompts:

Add the Laptop Request and PTO Request forms to the IT Support channel

Remove the PTO Request form from the IT Support channel

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Channel settings

Ask Copilot to toggle any ticketing-behavior setting on the channel’s settings page, including:
  • Auto-create tickets: create a ticket for every message in connected request channels
  • Ignore internal members: when auto-create is on, skip messages from workspace members
  • Send all tickets to triage channel: mirror this channel’s tickets into the workspace triage channel
  • Silent mode: stop posting ticket mirrors into request channels
  • Auto-tag and auto-tag create new: extract tags from messages, and optionally let auto-tagging create new tags
  • Emoji updates, user actions, user emojis, granular Slack notifications, and CSAT surveys
Some settings depend on others. Disabling auto-create tickets also disables ignore internal members. Disabling auto-tag also disables auto-tag create new. Enabling silent mode disables user actions and granular Slack notifications. Ask Copilot to enable the parent setting in the same request when you turn on a dependent one. Example prompts:

Turn on auto-create tickets for the IT Support channel and ignore internal members

Enable CSAT surveys and silent mode on the HR channel

Show me the current settings for the IT Support channel

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Forms

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Create a form

Create new forms to define how employees submit specific types of requests. After creating a form, add fields to collect the information you need. Example prompts:

Add a form called "Laptop Request" to the IT Support channel

Create a form called "PTO Request" with the description "Submit a time-off request for approval"

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Form fields

Add fields to forms to collect structured information when employees submit tickets. Each field can be required or optional. Supported field types:
  • Text: Single-line text input
  • Text area: Multi-line text input
  • Number: Numeric input
  • Date: Date picker
  • Time: Time picker
  • Boolean: Checkbox (yes/no)
  • Dropdown: Single-select list of options
  • Multi-select: Choose one or more options from a list
  • User select: Pick a user from the workspace
  • User multi-select: Pick multiple users
  • User group select: Pick a user group
  • Tag select: Pick a tag
  • File picker: File upload
  • Priority select: Priority picker
  • Duration: Duration input
  • Timezone select: Timezone picker
Adding fields:

Add a required dropdown field called "Office Location" with options for NYC, Austin, SF, and London

Add a required multi-select field called "Affected Systems" with options for Email, VPN, SSO, and Slack

Add a text field called "Additional Details" to the Laptop Request form

Editing fields: Update existing form fields to change their type, label, options, required status, or ordering. This is useful when a form evolves over time, for example, replacing a free-text field with a structured dropdown. What you can change:
  • Field label and description
  • Field type (for example, change text to dropdown, or dropdown to user select)
  • Options for dropdown and multi-select fields
  • Whether the field is required
  • Field ordering within the form
  • Conditional visibility (parent field and triggering values)
  • Allowed entities or source integration on entity-picker fields

Change the "Office Location" field on the New Hire Setup form from text to a dropdown with options NYC, SF, Austin, and London

Make the "Employee Name" field required on the New Hire Setup form

Add "Chicago" and "Denver" as options to the "Office Location" dropdown

Removing fields: Remove a field from a form when it is no longer needed. Removing a parent field also removes any child fields that depend on it, so Copilot asks for confirmation before deleting.

Remove the "Old Manager Email" field from the New Hire Setup form

Delete the "Preferred Shipping Address" field from the Laptop Request form

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Conditional fields

Show or hide a field based on the value of another field on the same form. Use this to keep forms short when only some questions apply to a given request. A conditional field has a parent (the field whose value controls visibility) and optionally specific triggering values (the parent options that reveal the child). If you do not specify triggering values, the child appears whenever the parent has any value. Conditional fields can be nested — a grandchild can depend on a child that depends on a parent. Describe the relationship in plain language and Copilot wires it up. Create the parent field first so Copilot can reference it.

On the IT Support form, show a "Device Type" dropdown with options Laptop, Monitor, and Keyboard only when "Category" is set to Hardware

Add a "Reason for Extended Leave" text field to the PTO Request form that only appears when "Leave Type" is set to Medical or Bereavement

Make the "Backup Contact" field on the New Hire Setup form a child of "Department" so it only shows for Engineering

Remove the dependency on the "Reason for Extended Leave" field so it always shows on the PTO Request form

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Restrict entity-picker fields

For fields that pick a user, group, application, or tag, you can restrict which options employees see. This keeps long lists manageable and prevents people from selecting the wrong entity. You can restrict picker fields two ways:
  • Allowlist: A specific set of users, groups, applications, or tags that the field will show. Everything else is hidden.
  • Source: Limit the picker to entities from a single integration, for example only groups from Okta or only users from Google Workspace.

On the Access Request form, restrict the "Application" picker to Salesforce, Notion, and Figma

On the New Hire Setup form, set the "Team" group picker to only show groups from Okta

Clear the allowlist on the "Application" field so all apps are available

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Update a form

Rename forms, update their descriptions, and change default settings like priority. Example prompts:

Rename the "Laptop Request" form to "Equipment Request"

Set the default priority for the "Security Incident" form to high

Update the description of the "New Hire Setup" form to "Request equipment, access, and onboarding for a new team member"

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Archive or delete a form

Retire a form you no longer use. Copilot archives by default, which hides the form from employees but preserves the tickets that were already submitted with it. Ask for permanent deletion only when you are sure — it cannot be undone, and it fails if the form is set as the default for its channel.
Copilot always asks for confirmation before archiving or deleting a form.

Archive the "Old Laptop Request" form

Permanently delete the "Test Form" from the IT Support channel

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Walkthrough: setting up an intake form

Build a complete intake form by creating the form first, then adding fields one at a time.
1

Create the form

Create a form called "New Hire Setup" in the IT Support channel with the description "Request equipment and access for a new team member"

2

Add fields

Add each field one at a time. Copilot creates them in the order you specify.

Add a required text field called "Employee Name" to New Hire Setup

Add a required dropdown field called "Department" with options for Engineering, Sales, Marketing, Finance, and People Ops

Add a multi-select field called "Equipment Needed" with options for Laptop, Monitor, Keyboard, Mouse, and Headset

3

Verify the form

Show me the fields on the New Hire Setup form

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SLA policies

Ask Copilot to list, create, edit, and reorder in your workspace. Creating, editing, or reordering SLAs is restricted to workspace admins; anyone can ask Copilot to list them. What Copilot can do:
  • List every SLA in the workspace, in priority order, with its targets, alerts, coverage, pause statuses, and business schedule
  • Create a new SLA with response, resolution, and close targets, alerts, ticket coverage, pause statuses, and an optional business schedule
  • Update an existing SLA’s name, description, coverage, targets, alerts, pause statuses, or schedule
  • Reorder all SLAs to change which policy applies when several could match the same ticket
Copilot does not delete SLA policies. Remove policies from Settings → SLAs.

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List and create SLAs

Example prompts:

What SLAs do we have configured?

Create a VIP SLA that applies to tickets tagged "vip" with a 30-minute first response target, 4-hour resolution target, and an at-risk alert 15 minutes before the response target breaches

Add a default SLA that applies to all tickets with an 8-hour first response and 24-hour resolution, paused while a ticket is Waiting on customer

A new SLA joins at the lowest priority and applies to tickets created after it exists. It does not attach to tickets already open.

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Update an SLA

When you change coverage, targets, alerts, or pause statuses, Copilot replaces the entire set for that field, so include every value you want to keep, not just the change. Editing an SLA resets when it takes effect: the new configuration applies to tickets created from that point on. Example prompts:

Change the VIP SLA resolution target to 2 hours and keep the 30-minute first response target

Switch the Default SLA off the 24/7 schedule and onto our Business Hours schedule

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Reorder SLAs by priority

When several SLAs could apply to a ticket, the highest-priority one wins. Put narrow SLAs (like VIP or urgent) above broader ones — anything below an SLA that applies to every ticket never matches. Reordering must cover every SLA in the workspace at once; a partial list is rejected. Copilot pulls the current list, so you can describe the new order in natural language. Example prompts:

Move the VIP SLA to the top priority

Put the Urgent bugs SLA above the Default SLA

Learn more about SLAs

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Outbound webhooks

Ask Copilot to list, create, and update the outbound webhooks that deliver workspace events to external HTTP endpoints. Managing webhooks through Copilot is restricted to workspace admins. What Copilot can do:
  • List every webhook with its URL, event subscriptions, active status, and whether a signing secret is set. Filter by name or URL, or by active and paused status.
  • Create a webhook with a name, destination URL, and the event types it should receive (Ticket, Message, or both, which is the default). You can also create it paused.
  • Update a webhook’s name, URL, or event subscriptions, and pause or resume delivery.
  • Show a card to set or rotate a webhook’s signing secret.
Each URL can only be used by one webhook in the workspace. If you ask for a URL that another webhook already delivers to, Copilot reports the conflict and offers to reuse or update the existing webhook instead. Each webhook Copilot mentions appears as a card in the chat. The card shows the webhook’s URL, event subscriptions, active status, and whether a secret key is set, and clicking it opens the webhook’s detail page in settings.

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Set or rotate the signing secret

Ravenna signs every delivery with the webhook’s secret key and does not deliver events until one is set. Copilot never handles the secret itself. When you create a webhook, or ask Copilot to set or rotate a secret, the webhook card in chat opens a masked Secret key field. The value you enter there saves directly to the webhook and is never shared with Copilot, so do not paste a secret into the chat message box. After you save, the card confirms with Secret key saved. When rotating an existing secret, update the receiving endpoint to the new key.
Copilot does not delete webhooks. Remove them from Settings > Webhooks.
Example prompts:

List all webhooks in the workspace

Create a webhook called "PagerDuty sync" that sends ticket events to https://example.com/hooks/ravenna

Add message events to the PagerDuty sync webhook and keep ticket events

Pause the PagerDuty sync webhook

I need to rotate the secret key on the PagerDuty sync webhook

Learn more about webhook payloads and settings in Workspace settings

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Tips

  • Describe the full agent in one message when creating a new one. Include the name, Slack behavior, connected channels and knowledge bases, and personality all at once.
  • Create rules with all three parts (trigger, instruction, examples) for the best results. Examples help the agent recognize matching requests more accurately.
  • Gate write tools on rules. When wiring an integration or Foundry tool into a rule, ask Copilot to require confirmation for write actions and approval for sensitive or destructive ones.
  • Create the form first, then add fields. Copilot needs the form to exist before it can add fields to it.
  • Test agents after configuring. After setting up an agent and its rules, send it a message in Slack to make sure it responds as expected.
Learn more about everyday tasks, building automations, AI agents, agent rules, channels, and forms
Last modified on September 3, 2026

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