Transitioning from Slack Suggested Answers to Knowledge Agents: What to Expect

As part of our evolving knowledge infrastructure, we’re excited to introduce Knowledge Agents, which bring enhanced flexibility and organization-wide reach across where you work. This change involves transitioning from our current Slack Suggested Answers setup to the new Slack configuration within Knowledge Agents. Let’s walk through what will change and how this shift will improve your team’s experience.

Why Are We Transitioning?

Knowledge Agents allow for multiple specialized agents within an organization, each tuned to meet specific knowledge-sharing needs, such as customized sources, customized prompts, and customized access. To leverage this specificity, we’re moving existing Slack Suggested Answers setups into this new framework, making knowledge more accessible and easier to manage. For those already using Slack Suggested Answers, your setup will seamlessly migrate to fit into the Knowledge Agent configuration.

What is happening with this change?

Where do I manage the Slack channels I had previously set up with Slack suggested answers?

You will now manage configurations for these channels under Knowledge Agents. If you navigate to Manage and then Apps and Integrations in your settings, the Slack app configuration will show a message redirecting to the Knowledge Agents settings.

How are the new Knowledge Agents (formerly Slack suggested answers) set up?

There is a "Default Knowledge Agent" at the top that connects to any channels that were previously sourcing answers from "All sources that are shared with All Members” This agent will provide answers sourced across all shared materials.

Any Slack Channel with “Specific source” configurations will now show up as an individual, new, dedicated Knowledge Agent. The agent will be named after the channel, appended with “Knowledge Agent.” (i.e. #product-questions Knowledge Agent)

Default Guru Knowledge Agent (formerly know as "Answers")

• Sources: All sources shared with All Members.
• Permissions: Within the Guru Knowledge Agent, responses will be limited to sources shared with all members, ensuring that answers reflect your organization’s universal knowledge base.
• Slack Channels: Any previously set-up to source answers from all sources shared with All Members.
• Prompt: Your previous Answers prompt now lives here and can be further customized and tested.

Additional Knowledge Agents (i.e. #product-questions knowledge agent)

• Sources: Specific sources selected for that channel.
• Permissions:Slack Suggested Answers didn't have permissions historically, but now you can control who has access to this agent inside of Guru's web application.
• Slack Channels: The previously selected Slack channel.
• Prompt: Your previous Answers Prompt now lives here and can now be customized for this specific agent.

What is the Toggle "Activate this Knowledge Agent" for?

This toggle turns the agent on inside Guru's web application so that it can be used in the Guru search bar as a stand-alone AI agent.

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Important

This does NOT need to be toggled on for the agent to suggest answers in Slack.

Why can't I add a specific channel to a new agent?

You may see some Slack channels as "unavailable" to assign to a newly created agent. This either means:

1. This Slack channel already has an agent associated with it (or was migrated from Suggested Answers).
2. Guru wasn't invited to this Slack channel.

Check to see if there is an agent with this Slack channel associated with it. If there is, you can always remove the Slack channel from that agent and then you are free to add to another agent.

What’s Next?

We’re here to support you throughout this transition, and your existing configurations will be transferred automatically. If you have further questions, please reach out to our support team for guidance using the form in the ? menu at the bottom right corner of the screen.