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Slack Request Bot User Guide

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Slack Request Bot User Guide

The Slack Request Bot is designed to help full time employees (FTE) self-serve all channel manager actions and more. Request Bot provides a quick and easy process to request changes to your existing Slack channels and workspaces. Contingent workers with guest accounts will need to rely on FTEs to utilize Request Bot for the following change requests.

Select the required action from these options:

Add Contingent Worker to Channel

Note: The Slack Request Bot refers to contingent workers as “contractors” in its UI and can be used to add contingent workers to public channels. For private channels, Slack full members can directly Add People and Guest Accounts to the channel.

Note:

  1. Type /request into any channel or direct message in Slack and select the Create a new Request app from the list of results.
  2. Select Start by Add contractor to channel.
  3. Type the contingent worker’s email address.
  4. Select the channel you want to invite the contractor to. 
  5. Type the reason for adding the contingent worker to the channel.
  6. Select Submit. You’ll receive a message from the Slack Request Bot to confirm you successfully submitted your request. The request is then sent to their manager for approval.

Remove Member

  1. Type /request into any channel or direct message in Slack and select the Create a new Request app from the list of results.
  2. Select Start by Remove Member.
  3. Select the User.
  4. Select the Channel to remove the user from. 
  5. Type the reason for removal.
  6. Select Submit. You’ll receive a message from the Slack Request Bot to confirm you successfully submitted your request.

Channel Rename

  1. Type /request into any channel or direct message in Slack and select the Create a new Request app from the list of results.
  2. Select Start by Channel Rename.
  3. Select the Channel to rename.
  4. Type the new name.
  5. Type the reason for the name change.
  6. Select Submit. You’ll receive a message from the Slack Request Bot to confirm you successfully submitted your request.

Change Channel from Public to Private

  1. Type /request into any channel or direct message in Slack and select the Create a New Request app from the list of results.
  2. Select Start by Channel Type Change.
  3. Select the public channel.
  4. Type the reason for the channel type change.
  5. Select Submit. You’ll receive a message from the Slack Request Bot to confirm you successfully submitted your request.

Changing a Channel from Private to Public#

If you need to change a channel from private to public, reach out to #ntech-help. Before requesting this change, confirm your current private channel does not contain sensitive data or conversations that shouldn't be publicly accessible. When a channel is changed to public, all previous conversations will be available to the domain.

Channel Archive

  1. Type /request into any channel or direct message in Slack and select the Create a new Request app from the list of results.
  2. Select Start by Channel Archive.
  3. Select the channel to archive.
  4. Enter the reason for the channel archive. 
  5. Select Submit. You’ll receive a message from the Slack Request Bot to confirm you successfully submitted your request.

Channel Restore

  1. Type /request into any channel or direct message in Slack and select the Create a new Request app from the list of results.
  2. Select Start by Channel Restore.
  3. Type the channel name.
  4. Select the workspace.
  5. Type the reason for restoring the channel. 
  6. Select Submit. You’ll receive a message from the Slack Request Bot to confirm you successfully submitted your request.

Multi-Workspace Channel

  1. Type /request into any channel or direct message in Slack and select the Create a new Request app from the list of results.
  2. Select Start by Multi-Workspace Channel.
  3. Select the channel to share.
  4. Select the workspace.
  5. Enter the reason for sharing the channel internally.
  6. Select Submit. You’ll receive a message from the Slack Request Bot to confirm you successfully submitted your request.
Agent facing Article 

Slack Request Bot Admin Guide

The Slack Request Bot is designed to make your life in Slack simpler and more productive. To do this, the Slack Request Bot provides a quick and easy process to request changes to your organization's Slack channels and workspaces.

Ready to get started? Follow these instructions.

How do I access the Bot?

Once the Slack Request Bot is active in your workspace, you won’t need to directly open it to access requests. If you need to find the app to view the home screen or message updates, follow these steps:

  1. Open the Slack app.
  2. Navigate to Apps in the sidebar and search for Slack Request Bot.
    1. Requests will be available in this designated channel: #channel-requests

What can the Slack Request Bot help with?

Depending on how your organization is using the Slack Request Bot, your team will be able to request some or all of the changes listed here. When you configure the bot, you’ll be able to choose whether requests auto-approve, manually approve, or are controlled externally to the bot, and therefore removed from this list. 

For additional context, review the Request Bot flows for Netflix/FAN/NSA Workspaces document.

Channel Actions

Channel Rename#

You can now rename a channel that you didn’t create!

  1. Select the channel you want to rename.
    1. Note: This will default to the channel you were in when you selected + to use the Request Bot.
  2. Input the new name you would like. The new channel name can’t match any existing channels or user groups and can’t contain spaces. 

Channel Type Change#

You can now change a channel from public to private!

  1. Select the channel you want to make private. 
    1. Note: This will default to the channel you were in when you selected + to use the Request Bot.

Remove Member#

You can now remove a member from a channel you didn’t create!

  1. Select the user you want to remove. 
    1. Note: All users in Slack will show in this dropdown, not just users that are in the channel you’re editing.
  2. Select the channel you want to remove them from. 
    1. Note: This will default to the channel you were in when you selected + to use the Request Bot.
  3. Provide as much context as you can about why you want them removed from your public channel. You may get a direct message (DM) or be tagged into another channel to share further context as needed.

Add Contingent Workers to a Channel#

You can now request to add a contingent worker to a channel.

Note: Certain employee-only channels are blocked from allowing requests (For example, #netflix-company-wide, #random, and Employee Resource Group channels).

  1. Enter the @netflixcontractors.com email address of the contingent worker you want to add to the channel.
  2. Select the channel you want to add them to.
    1. If the channel does not immediately show on the list, start typing the name to prompt it.
  3. Provide detailed context on why you want to add them to the channel.
  4. Select Submit.
  5. The Contingent worker's manager (as displayed in their Slack profile) will receive a DM to review the request.
    1. If they approve this, the contractor will automatically be added to the channel.
    2. If they deny, you will receive an update with context.

Channel Archive#

You can now archive a channel on your own!

  1. Select the channel you want to archive.
    1. Note: This will default to the channel you were in when you selected + to use the Slack Request Bot.
  2. Please make sure to inform the channel that you’re archiving so everyone is aware before the action takes place.
  3. You can restore your archived channel in the future using the Request Bot, but you’ll need to know the exact name of the channel. The channel name will not auto-populate. The name of the archived channel will remain in your DMs with the Request Bot, so you can always access it there!

Channel Restore#

As previously mentioned, you now have the power to restore an archived channel!

  1. Type the exact name of the channel you want to restore, and be sure to include any dashes ‘-’ within the channel name!
  2. Select the Workspace the channel came from.

Multi-Workspace Channel #

You can now easily share a channel with another workspace!

  1. Select the channel you want to share with other internal Netflix Workspaces.
    1. Note: This will default to the channel you were in when you selected + to use the Slack Request Bot.

How do users make a request?

There are three ways to start a request in Slack:

  • Type /request into any message bar in Slack. Select Create a new Request with Request Bot from the results.
  • Search for create a request in the top search bar.
  • Click the Run Shortcuts icon [/] at the bottom of any message bar and type in create a new request. Select Create a new Request with Request Bot from the results.

Once a request has been started, there are only three remaining steps:

  1. Select the request type assistance is needed for.
  2. Fill out the form, providing as much detail as possible about the request.
  3. Select submit to send the request to the Slack Admin team.

Users will receive a message from the Slack Request Bot to confirm that their request was submitted successfully.

How do I approve or deny requests?

Start by heading to the private channel that your requests are sent to, as set up in the configuration steps of the bot. If there’s a new request, the channel name will be bold in the sidebar.

Once you’ve located the new request, follow these steps to complete the approval process:

  1. Check the details of the request, including the channel it affects, who submitted it, what the request will do, and the reason behind the request.
  2. Be sure to add the :eyes: emoji to the request to change the status from Pending to Under Review.
  3. If you need more information from the requestor, reply within the thread to ask for details.
    1. For all Merger and Acquisition (M&A) requests ask for approval by using these Slack groups:
      1. @FAN MWC Approvers for NAS
      2. @scanline-approvers for Scanline VFX | Eyeline Studios
      3. @Netflix House Approvers for Netflix House
    2. Approval is needed from Parrish Newton-Tigh or Serrena Iyer for NAS or NSA to Netflix Multi-Workspace Requests.
  4. When you’re ready, select Approve or Deny. You’ll be asked to provide additional information. This is particularly important for requests that are denied as it helps users learn what’s needed in the future to enable approval of their request.

How do users check the status of a request?

After submitting a request, it’s easy to check its status via any of these steps:

  • Input /outstanding requests into any message bar in Slack.
  • Search for My outstanding requests in the top search bar.
  • Select the shortcuts icon (+) in any message bar and type in my outstanding requests.

When you select this action, Slack Request Bot will then send you a message with a list of their current requests and their status.

What happens when a request is actioned?

  • When you action a request, the user will receive a threaded response on your message from the Slack Request Bot letting them know what has happened with the request.
  • For most requests that are approved in the Slack Request Bot, the bot will handle making the change for you. 
    • The exceptions to this are Slack Connect requests and Slackbot responses, which need manual action from an admin to complete.

What's included in the request summary?

  • The Summary of Requests lives on the Apps home page. It’s divided into sections:
    • Requests in your current workspace, sorted by request type
    • Requests in all workspaces, again sorted by request type
    • Requests across your organization, separated by workspaces. 
      • This is to give you insight into how other Workspaces in your org are using the Slack Request Bot. Hopefully, this information will enable and empower teams to identify key trends and best practices around the organization.

How do I get help with Slack Request Bot?

For help with the Slack Request Bot, contact your organization's Slack project team or product owners. They’ll be able to either assist directly or request further help from the Slack team. You can also reach out by emailing askntech@netflix.com.

 

Agent facing Article 

Support and Understand SCARAB

Overview

To work with external users in our Slack workspace, users can share channels between multiple workspaces. This sharing is called Slack Connect. The Slack Connect Automated Review Assistant Bot (SCARAB) is an internal Slack app designed to automate approval for Slack Connect requests on the Netflix Slack Grid. SCARAB collects business context, routes requests to the requester’s manager, and reduces manual work for NTE, speeding up Slack Connect setup and improving efficiency.

How does SCARAB handle requests?

  1. When a Slack Connect request is made, SCARAB verifies the request.
    1. For internal channel sharing, the bot checks for block-listed channels (employee resource groups (ERGs), company-only groups). Blocked channels are denied automatically.
    2. For all other accepted requests (including externals inviting Netflix users), the requester receives a DM to complete a Business Context Form.
  2. After submission, the request routes to the requester’s manager for approval.
    1. Both requester and manager receive direct Slack updates on status. 
    2. Updates also appear via Slackbot in #channels-requests for visibility.
  3. The request is then approved or denied.
    1. If the request is approved, the Slack Connect channel is established.
    2. If the request is denied, a reason is required from the manager. 
  4. Requesters may update business context and resubmit after discussing with their manager.

Note: 

Slack Connect requests expire after 14 days as per Slack platform rules.

External organizations may have their own approval processes, which N-Tech and SCARAB cannot influence. Delays on that side are not controlled by Netflix.

Tracking Requests

Users can check the status of requests by navigating to More, External Connections, then Invitations within Slack.

SCARAB Exception List

SCARAB includes an exception list feature that streamlines the approval process for Slack Connect requests. Members included on this list will have their direct reports’ Slack Connect requests automatically approved, provided the required business context form is submitted for each request.

By default, the exception list includes C-suite executives and their direct reports. The list is actively maintained in the SCARAB Exception List Google Sheet.

Manage the SCARAB Exceptions List#

Updates to the exception list should be made with careful consideration, as manager approval remains important in most cases. Exceptions should only be granted for well-justified business needs.

  1. User requests to add their manager to SCARAB Exception List in #ntech-help.
  2. NTE to gather:
    1. Manager’s email
    2. Business justification
    3. The requester’s manager approval: A screenshot of manager approval or manager approving directly in thread
  3. Use !oncall engops to escalate to EngOps who will update the exception list.

Note: Any Slack Connect Requests for which the business context form has been submitted prior to updating the exception list with the manager’s email will still need approval from them via SCARAB.

NTE Support Role with SCARAB

  • Educate users on the streamlined process and that requests go through their manager.
  • Troubleshoot: Answer questions about Slack Connect that aren’t technical SCARAB issues.
  • Advise Slack Connect is an inherent Slack feature; SCARAB only automates approvals.

Note: Slack Connect remains a core Slack feature, and SCARAB enhances and automates the approval process.

Manual Intervention Process

If a manager is out of office (OOO) and the user escalates to N-Tech:

  1. Ask the end user for the business context.
  2. Review and decide: Refer to the existing process and ensure the channel is not block-listed (not an ERG or Netflix-only).
  3. Approve or deny the request in #channels-requests as appropriate.
    1. If the share URL has Netflix in the name, it’s likely the user is trying to add a @netflixcontractors account. Adding this account won’t work:
      1. Tag the user and ask for the email address of the person they invited.
      2. Let them know requests to add @netflixcontractors.com accounts should be raised via the Slack request bot and not through this workflow.
      3. Deny the request.
  4. Use the !zendesk me command to create a ticket for tracking.
  5. Remove the user from the channel. This removal prevents users from asking for support in this channel instead of #ntech-help.
  6. Select the ticket link from the Slack thread to bring you to the ticket in your Zendesk Agent view.
  7. Update the Requester field from Slackbot to the Netflix user who is in this thread.
  8. Save the ticket to the desired status (for example, Pending, Solved, etc.). Saving the status will automatically update the building and location for the user.

Managing the Channel Block List

SCARAB’s block list is managed with guidance from the Slack Channel Sharing Guidance.

 Add a channel to the block list:#

  1. End user submits request in #ntech-help.
  2. Confirm required details:
    1. Slack channel ID
    2. Slack channel name
  3. NTE loops in EngOps via !oncall engops.
  4. EngOps adds the channel.

Remove a channel from the block list:#

  1. End user requests removal in #ntech-help.
  2. Confirm required details:
    1. Slack channel ID
    2. Slack channel name
  3. If there is no escalation point of contact (POC): NTE requests approval from WorkSec in #security-help via !oncall worksec.
  4. If escalation POC exists: End user provides written approval from the POC.
  5. NTE loops in EngOps via !oncall engops.
  6. EngOps removes the channel.

Who Should Be in #channels-requests

These groups include members of the channel to approve connect requests:

All other members should be removed periodically.

Remove External Organizations from Slack Channels

In cases where a channel has been accidentally shared externally, or external collaboration is no longer needed, remove the organization from the desired slack channel:

  1. Open the channel you want to remove the organization from. 
  2. Select the channel name in the conversation header.
  3. Select Settings.
  4. Locate Organizations then select the ⋮ for organization you’d like to remove.
  5. Select Remove Connected Organization, then Remove Organization to confirm.

EngOps Support#

Escalate to EngOps for:

  • System errors, bot problems, or unexpected app behavior
  • Feature updates or questions about SCARAB changes
  • Technical issues needing advanced troubleshooting

Contact EngOps using !oncall engops in your thread in #ntech-help.

 

Agent facing Article 

How To Delete Slack Workflows

Note: Once a workflow is deleted, it will stop running for anyone currently using it. Deleting a workflow is permanent and cannot be reversed.

  1. Go to the Netflix Enterprise Grid and search for the workflow.
  2. Select … to open the options menu and select Join as manager.
  3. Open the Slack desktop app and select … More, select Automations, and then select Workflows.
  4. Search for the workflow example: (Test) Espresso Cat Emoji and select it. 
  5. Select Edit and a new window will open containing the workflow information. 
  6. Select … to open the Options menu and select Settings. 
  7. Select Delete to delete the workflow.

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