Slack Support Agent

Every team has one person who quietly became the search engine, the one who knows which doc holds the answer and gets @-mentioned forty times a week. This agent takes those mentions instead. It reads the thread, answers from your docs, and when a message is really a bug or a feature request it checks Linear for a duplicate before filing one and posting the link back. Whatever it should not touch goes to the person you named, in public, so nothing quietly dies in a DM.

What people use it for

• Stop being the human search bar - Onboarding questions, SLA questions, where-is-the-setting-for questions. They get answered in the thread with the doc link attached, and whoever used to answer them gets their afternoon back.
• Bugs get filed, not forgotten - A report that lives and dies inside a Slack thread is the one you rediscover from a churned customer. Here it becomes a Linear issue with the repro details already in it, linked back so the reporter can follow along.
• No duplicate issue pile-up - It searches Linear before it files anything. Three people hitting the same broken deploy get pointed at the same issue and its current state instead of opening three that someone has to merge later.
• Always on for other time zones - An answer at 3am for the team on the far side of the world beats a correct answer at 10am your time. What it should not touch is decided by your escalation rules, not by its own judgment.

Before you fork

What do I need connected for this to work?

Slack and Linear, both through their normal connect flows, plus the agent invited to the channels you want it watching. Then you write two things: what your product does and where the docs live, and what it must escalate rather than answer. It stays silent until someone @-mentions it, so there is no risk of it talking over an existing conversation.

How do I keep it from answering wrong in front of a customer?

It is instructed to answer only from the product context you gave it, to say so in one line when the answer is not there, and never to promise a fix date, a priority, or a roadmap slot. Anything you list in the escalation rules, such as security, billing, or a customer escalation, gets handed to a named owner in the thread instead of answered. Use the Test Run tab first to see the exact replies on your own questions.

Will it flood Linear with issues?

It searches for an existing issue before creating anything, and files at most one per thread, only when the thread is genuinely a bug or a feature request. Questions with answers in the docs never become issues. If duplicates do slip through in the first week, tighten the wording in the product context so the agent recognises your existing vocabulary for those areas.