Usingslack Referenceguide

Slack Reference Guide
Slack
The Slack application is a business enhancing tool that enables independent agents, Agent Results Advocates
(ARAs), and Liveops staff to communicate with one another to resolve questions, make comments, or
address concerns in real-time while taking calls.
IMPORTANT NOTE: Our Clients recommend that you log into Slack during your commits to ensure you are
aware of any issues or urgent situations.
Directions: Use this guide to help you set up and use Slack for your program calls.
Quick Menu
Set Up Your Chatroom Star a Message Sign Out
Account
Direct Message Pin a Message Edit Profile
Log In
Add an Attachment Set a Reminder Password
Using Slack Management
Searching Follow a Message
Who's Who Chat Best Practices
Tagging Users Receive a Call
Set Up Your Account

1. You will receive an email to join Liveops <Program> on Slack. Click
Join Now.
2. Set up your account. Your full name AND display name will be
your first name, your last initial, and your agent number in
parenthesis. For example: Fred F (123456).
3. Create a password. Be sure to select a
password you will remember so that you can
log in once you start using Slack.
• Save your password to Okta!
4. Click Next.
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© 2019 LiveOps, Inc. | Confidential
5. Review and Agree to the User Terms of Service.
Log In
There are two options for logging into Slack:
• Okta – Click on the Slack icon.
• Slack website – You will receive the Slack website
from the program team.
6. On the sign in page, enter your email address and

password, and then click Sign In.
Using Slack
With Slack you can get answers to questions in real time. Follow these guidelines when using Slack.
Who’s Who?
You will see Liveops employees and independent agents in Slack. Agents will always have the naming convention
of first name, last initial, and agent number.
Independent Agent – notice the naming convention!
Liveops Employee – notice the ARA next to the name. Other employees may have their role
or Liveops next to their name.
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Chatroom
7. Access support by using the <program
name> chatroom.
Use the chatroom to:
• Ask questions when you’re assisting
a caller
• Alert an ARA of system issues
Direct Message
8. With Direct Message, you can talk to
another user in private. Send a direct
message (DM) to another user by:
• Selecting their name from the Direct
Message list.
• Clicking on the user name in a thread
and then selecting Direct Message.
• Clicking on the + and then searching
for the user.
Best Practice!
Be sure to check the status of the person you are direct messaging before you send them a message. If you need to ask an
ARA a question, you will want to ask the ARA that is currently on duty rather than an ARA that is not working. at that time.
ONLINE – notice the green dot! The green dot means they are available.
NOT ONLINE – notice there is no green dot. This person is not available.
Add an Attachment
9. Add an attachment to the chatroom or a direct
message by clicking on the + in the message bar.
10. Select Add a file from Your Computer and select
the file you want to attach.
11. The Upload File window will open.
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• The title will default to the file name. You can change
the title to describe your attachment.
• Confirm to whom the attachment will be share.
• Optional - Add a comment about the file you are
uploading such as why you are uploading it (i.e. if you
have a question or need assistance).
• Click Upload.
Searching
12. Search for a topic by typing a keyword in
the Search bar at the top of the screen and
pressing Enter on your keyboard.
• The Search Results will open in a
sidewindow on the right. You can
filter the results by messages or
files.
• Scroll through the results to find
what you need.
• Click on the result to open the
message history.
• Click the X to close the Search
Results window.
Tagging Users
You may tag a user so that they
receive a notification to read
and/or respond to a post.
13. To tag someone on a
current post, scroll over
the post and click on the
Start Thread icon.
14. Type @ + the user name
and then click Send.
15. To tag someone in your
post, add @ + the user
name to your message,
and click Enter.
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Star a Message
Star a message to save it for quick access.
16. Scroll over the message you want to star and click
More Actions (…). Click Star File (star icon).
• The message background will be
highlighted.
• You will see the text Added to your
starred items.
17. To access starred files, click the Star icon at the top right.
• Your starred items will open in a window on the right.
Pin a Message
Important messages and files can be
pinned for easy reference.
18. Scroll over the message you want
to pin and click More Actions (…).
Click Pin.
19. Click Yes, pin this file.
• Your pinned item will be
highlighted.
• To unpin, scroll over the
message and select Un-pin.
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Set a Reminder
You can set a reminder on a message so
that Slack will remind you to review or
respond.
20. Scroll over the message you want
to put a reminder on and click
More Actions (…).
• Select Remind me about
this.
• Select when you want to
be reminded.
• You will see that the
reminder is set.
• Slackbot will send you a
reminder message at the
time you designated.
Follow a Message
There may be times when you see an agent question and
you want to make sure you see the answer too – in that
case, follow the message.
21. Follow a message by scrolling over and selecting
Follow Message.
22. Any replies to the message you are following can
be accessed in All Threads.
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Receive a Call
There may be times when you receive a
call from Liveops employees (such as
ARAs) on Slack. You will NOT ever
receive calls from customers on Slack.
When you are being called, you will see

who is calling you and their association
with the <program name>.
23. Answer the call by clicking on the
Green phone button. The call will
open in a new window. The audio
will come through your
computer/headset.
24. End the call by clicking on the Red
phone button. The call window
will close.
NOTE: You should NOT use the call

feature to dial out to a customer, another
independent agent, or Liveops employees.
Sign Out
25. To sign out, click on the 
next to Liveops <program
name> at the top of the
menu.
26. Select Sign Out of Liveops
<program name>.
27. Click Sign Out.
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Edit Profile
28. Click on the  next to
Liveops <program name>at
the top of the menu.
29. Select Profile & Account.
30. Click Edit Profile and make
any changes necessary.
31. Optional – Add a profile
picture by clicking on
Profile Photo.
• Close-up face shots
are recommended.
• Images may NOT
include sexual
themes, religious
themes, political
themes, negativity,
etc.
32. When complete, click Save
Changes.
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Password Management
33. If you forget your password
when logging in, click Forgot
Password.
34. Enter the email address you use
to sign into Slack and click
Continue.
35. Click Choose a New Password
from your email.
36. Choose a new password and
click Change my password.
37. If you want to change your
password while you are in Slack,
go to Edit Profile (follow Steps
28 and 29!). Click on the
Account Settings button (looks
like a gear).
• Find the Password section,
and click Expand.
38. Change your password and click
Save Password.
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Chat Best Practices
Posts can be seen by everyone using the chat room.
Inappropriate uses of Chat include:

• Rude and disruptive behavior
• Telling others about your calls/callers while in chat
• Making disparaging or negative comments about callers, Clients, other Agents, or Liveops staff
• Posting of websites (URL)
• Profanity
• Discussing adult related calls/pranks
• Offensive or inappropriate topics which may include, but are not limited to:
o Other business opportunities
o Your pay (including incentives, forecast guarantees, promotional events)
o Call volume or lack thereof
o Your schedules (you can talk about the schedule in the forums)
o Sexual themes, religious themes, political themes, etc.
Do NOT use Slack’s call feature to dial out to a customer, another independent agent, or Liveops employees.
IMPORTANT NOTE: The Client recommends that you log into Slack during your commits to ensure you are
aware of any issues or urgent situations.
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Slack Reference Guide

Set Up Your Account

6. On the sign in page, enter your email address and

When you are being called, you will see

NOTE: You should NOT use the call

Inappropriate uses of Chat include:

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