Knowledge and Slack: Internal Support FAQ Lookup Template

Let support agents ask an internal-process question in Slack and get a cited answer pulled straight from your runbooks, without interrupting a team lead.

What It Builds

A Webhook trigger receives a question your agents send from Slack. A Knowledge node in Query mode searches your internal runbook collection and returns a grounded, cited answer. A Slack Connector node then posts that answer privately back in the same thread, so common "how do I handle this?" questions get resolved in seconds instead of pinging a lead.

The Prompt

Paste this into Miraxa and it builds the workflow, connecting the tools for you:

Build a workflow that triggers when an agent sends a question through a Slack webhook, searches my internal runbook knowledge collection for the answer, and posts the cited answer privately back in the same Slack thread. If nothing relevant is found, reply that the agent should escalate to a team lead.

Connectors Used

  • Webhook trigger - receives the agent's question payload from Slack.
  • Knowledge node (Query mode) - searches your runbook collection and returns a cited answer.
  • Slack - posts the answer back in the thread.

Customize It

Change the collection name in the prompt to point at the runbook set you want searched, swap the private reply for a public channel post, or adjust the fallback wording so unanswered questions route to a specific escalation channel or on-call person.

Tips

  • Keep your runbook collection current in Spojit: the Knowledge node only cites what you have embedded.
  • Use Query mode (not Agent mode) here for a single, focused lookup with no extra tool cost.
  • Give the Slack connection scope to post in the channels your agents use.

Related

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