Until now, Console lived in your dedicated #helpdesk channels. With Coworker Mode, Console can now join any Slack channel across your organization from #sales to #engineering to #legal.

Console interacts with the channel the same way a colleague would: when there’s a question or a request that Console can confidently respond to or automate, it acts. When it can’t, it stays quiet.

Think about the conversations that already happen in channels across your company: Your sales team discussing a recent deal in #sales and needing the details. An engineer giving a new teammate access to the right repository in #engineering. These are requests or issues that can be handled without spinning up a ticket or waiting for a person to respond. No dedicated help desk required to give teams what they need to stay productive in real-time.

It’s possible because Console knows your organization: it understands your people, systems, knowledge, and workflows. Coworker Mode doesn't change that. It just changes how Console participates in the conversation.

What it looks like in practice

A new hire sends a question in the #people channel asking about travel expense policies. Console pulls from your knowledge base and drops the information directly in the channel thread.

An engineer asks Console in the #engineering channel to pull a report on which devices haven't checked into MDM in the last 30 days. Console runs the lookup through your integrations and surfaces the data directly in Slack.

A sales rep heading into a quarterly review messages the #sales channel asking for the last five closed-won deals from Salesforce. Console pulls the records through your Salesforce integration and posts them inline, deal name, close date, and value, without having to dig up the info themselves or asking another team member.

Another sales rep has a direct report who's going on PTO, he wants to make sure he's on all of those calls and gets added as an owner for those customer deals in Salesforce.

In each case, the work gets done where the conversation is already happening. No context switching, no queue, no waiting.

Safety through scope

When you add Console to a channel in Coworker Mode, it’s tied to a specific workspace. It inherits the systems and information that exist within that workspace: integrations, knowledge base, playbooks, etc. Console operates within the bounds you set, which means you can extend it broadly without worrying about an agent acting out of line.

Coworker Mode is available now. Add it to a channel and see what your team stops having to tackle manually. Want to see it in action first? Get in touch.