Slack & Teams Operations
Manage Slack and Teams channels and membership, create, archive, and add members, with automated approval routing.
- Handles create, archive, and member management requests across messaging platforms
- Validates the necessary prerequisites before taking action
- Routes sensitive operations through an approval workflow
- Executes the requested operation and notifies the requester
- Updates the ticket on completion
What Slack & Teams Operations does
Slack & Teams Operations is Harmony's suite of automated workflows for managing communication channels directly from the helpdesk. Employees and IT admins can ask the helpdesk chatbot to create a new Slack channel, invite colleagues to an existing channel, or archive a channel that's no longer needed - and Harmony handles each operation end-to-end, including any required approval, without IT needing to touch the Slack admin console.
Three workflows are included:
- **Slack Channel Creation** - creates a new public or private channel and adds the requester
- **Slack Channel Membership** - adds one or more employees to an existing channel
- **Slack Channel Archival** - archives a channel with approval from the channel manager
Who Slack and Teams Operations Is For
Employees who need to manage Slack channels as part of their work, and IT teams who handle Slack administration requests.
Slack channel operations - especially creating channels for specific projects or adding guests to channels - often land in IT's queue as manual tickets that require accessing Slack's admin interface. Harmony automates these requests so they execute directly from the helpdesk conversation, with IT only involved for archival approvals.
Slack Channel Creation
An employee asks the helpdesk chatbot to create a new Slack channel, providing the channel name, whether it should be private, and an optional description.
- Ticket creation
The chatbot creates a ticket tagged with
workflow_target: slack-create-channel. - Channel creation
Harmony calls Slack to create the channel with the specified name, visibility, and description.
- Auto-membership
The requester is automatically added to the newly created channel.
The ticket is resolved and the requester is notified of the new channel name.
Slack Channel Membership
An employee asks the helpdesk chatbot to add one or more people to an existing Slack channel.
- Ticket creation
The chatbot creates a ticket tagged with
workflow_target: slack-invite-to-channel, with the channel ID and employee IDs to invite. - Invitation
Harmony calls Slack to add all specified employees to the channel in a single operation.
The ticket is resolved and the requester is notified that the invitations were sent.
Slack Channel Archival
An employee asks the helpdesk chatbot to archive a Slack channel.
- Ticket creation
The chatbot creates a ticket tagged with
workflow_target: slack-archive-channel. - Manager resolution
The workflow resolves the channel's manager/owner for approval. Falls back to configured approvers if no channel manager is found.
- Approval routing
An approval request is sent to the channel manager via Slack or Teams. If approval times out, the ticket is escalated to IT.
- Archival
On approval, Harmony archives the channel in Slack.
The ticket is resolved or closed (denied/timeout paths handled accordingly).
Capabilities
- Create public or private Slack channels - Supports both visibility options; the requester specifies at request time.
- Add multiple employees to a channel at once - The invite workflow accepts an array of employee IDs and processes them in a single call.
- Auto-add requester to newly created channels - After channel creation, the requester is automatically added without a separate invite step.
- Archive channels with approval gate - Channel archival requires approval from the channel's manager or a configured fallback approver, preventing accidental or unauthorized archival.
- Channel manager resolution - For archival, the workflow dynamically resolves the channel manager from Slack metadata, routing the approval to the right person automatically.
- Configurable approval fallback - If no channel manager is found, archival approval falls back to a configurable list of approvers.
- Escalate gracefully on any failure - If any operation fails (channel already exists, API error, approval timeout), the ticket is reassigned to IT with a clear explanation.
Main use cases
New Project Channel Setup - A team lead needs a private Slack channel created for a new project with their team name. The lead asks the helpdesk chatbot, provides the channel name and privacy setting, and Harmony creates the channel and adds them to it - no IT admin involvement required.
Adding External Contractors to a Channel - A manager needs to add three contractors to an existing project channel in Slack. The manager provides the channel name and contractors' email addresses to the chatbot, which creates a ticket with all three employee IDs. Harmony invites all three in a single operation and resolves the ticket.
Archiving a Completed Project Channel - A project is complete and the team wants to archive its Slack channel to keep the workspace clean. A team member asks the chatbot to archive the channel. Harmony routes an approval request to the channel manager, and once approved, archives it automatically without IT needing to find it in the Slack admin console.
Integrations
| Integration | Role in the agent flow |
|---|---|
| Slack | Primary integration - channel creation, member invitation, and channel archival are all executed via the Slack API |
| AI Helpdesk Chatbot | Entry point - the chatbot collects the request details (channel name, employee IDs, action type) and creates the tagged ticket that triggers each workflow |
| Service Desk (internal) | Ticket created and updated throughout; resolved on success or escalated on failure/denial |
| Approval / Notifications system | Routes archival approval requests to channel managers via Slack or Teams |
FAQ
Three distinct Harmony workflows, each triggered by a ticket the helpdesk chatbot creates. The employee talks to the chatbot to describe what they want (create, invite, archive), and the chatbot creates a tagged ticket that starts the right workflow automatically. The workflow then calls Slack's API to execute the operation.
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