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No, don't use a instant messaging tool like an answering machine. You set the expectations when you open up slack as a support avenue.

• bengale 7y ago
  Is this intended for support? We use single channel guests at the moment to collaborate on projects with external companies without any issue. This seems to be geared towards that.
  • EpicEng 7y ago
    I imagine it's intended for any use case in which you want to communicate with people outside your company via slack, but don't want to invite them into your org. I was responding to these comments: >You customers are feeling like they can ask any question and get an answer in 1 minute, and if you dont answer them straight away then they are unhappy. Definitively not something I recommend >Don’t blame the tool for mismanaged expectations.
    • bengale 7y ago
      So am I, "Don’t blame the tool for mismanaged expectations.". This is correct IMHO. Inviting customers in that expect support is setting their expectation that they'll get support in real time. I could think of potentially two of our customers that pay enough for us to consider this. The tool just needs to be used the correct way.
      • EpicEng 7y ago
        ...I feel like I meant to reply to the first one. I agree.