The scenario
A customer question lands in#support. Nobody has to @mention the bot — it already has the answer from past tickets and the help docs.
What happens
What’s really going on
This is proactiveness (chime-in) plus a connected support tool (Plain) and public channel memory. The bot is already a member of#support (an admin invited it — it never joins on its own). It decided the answer was clear enough to speak without being asked, pulled the export path from docs in public channel memory, and cited a recent ticket from Plain.
Same channel scope rules apply: a public support channel writes durable learnings back to public channel memory; a private support channel keeps them scoped to that room’s own memory. See Permissions.
Automations & proactiveness
How chime-in decides when to speak.
Connectors
Wire up Plain and your help docs.