Getting Started in Slack
Simple, effective communication is a must for any organization, which is why dlivrd utilizes Slack to connect our agents, team members, and clients. It allows us to organize our operation into channels and categories putting the information you need right at your fingertips.
How Does dlivrd Use Slack?
Slack is used for 3 main avenues of communication in dlivrd:
Internal Communication:
- You can connect internally with your dlivrd counterparts in multiple areas
- Direct Messages- one on one, or small group instant messages
- Team Channels- create a post in the team channel for all team members to view and respond (i.e. logistics, coordinators, operations_chat, falcon_chat)
- Company Wide- access or post updates for all members of the dlivrd team! (#dlivrdhq)
External Communication:
- Many dlivrd clients also use Slack for communication! We can reach out to them in their designated channels (ex. ezdisptach, foodee, qdoba_philly etc.,) with order updates, issues, questions and in some cases billing requests.
System to System Communications:
- The dlivrd dashboard is also connected to our Slack workspace.
- We receive inbound system communications through our bot called “Frederick”, notifying us of potential order issues and delays in various operations and logistics channels.
- Changes can be made to orders in the dashboard or additional information retrieved via Frederick in the Command channel as well as certain other channels within the dlivrd workspace.
How to Communicate in Slack
Creating Posts in Internal/External Channels
When creating a post in any internal or external channel always begin with @here. This will notify everyone with notifications on for that channel that there is a new message, so the first available recipient can acknowledge/ take ownership of your question or request.
- If this is an order specific question or update, @here should be followed by either the individual order ID or the delivery (customer) name
- If the post is in reference to a specific team you can tag that team as well- these are internal tags so the clients cannot see or use them. If using a team tag in a client facing channel make sure to add an explanation that we are tagging that particular team
- @logisticsteam- if there is a routing issue or an urgent problem that is going to require an order to be assigned to a different driver
- @operationsteam- questions or issues regarding an active order, updates for orders that are going to require special attention (i.e. split orders or special clients)
- @roseteam- issues regarding driver account status, payment accounts, markets, equipment etc.,
- @supporteam- questions and issues with active issues, driver communication updates
Creating Individual or Group DM Message Threads
The Slack tutorial center is a great resource for helpful hints and questions. The following article describes how to create messages to particular individuals outside of a full-team channel. Individual messages are good for quick communication or questions.
https://slack.com/help/articles/1500000019301-Find-and-start-conversations-
Huddle
Huddle is a tool we use for quick questions 1 on 1 in lieu of a phone call. To start a huddle, open a DM with the person or persons that you need to speak to and in the bottom left corner of the window, press the toggle switch with the headphone icon. This will notify the person that they are being invited to the huddle and they can answer just like a phone call.
Searching for Information in Slack
Searching for information in Slack is key in maintaining a successful workflow. In the top of your Slack dashboard is a search bar where we can look for information on Order IDs, Driver Names, clients etc., This search will bring up any mention of your search term in any channel that you are a part of. You can also filter these search results by particular agents, dates, or channel.
