Answers in public Slack channels
An @Ghostlyn mention in a public channel starts a thread the whole team can follow, and once there the agent also answers follow-ups that need it.
What it includes
Joins a thread midway
Mention it inside a thread that is already running and it reads the conversation so far before it answers.
Answers without a mention
A follow-up with no mention still gets an answer when the agent judges one is needed, the same way a web channel works.
Projects chosen per channel
An admin picks which projects each channel can use, so every channel works from the company knowledge that fits it.
Quiet on request
Ask it to stay out of a thread and it keeps quiet there until someone mentions it again.