Messenger support features (external messenger consultation integration)

TalkBridge routes consultations into threads in the collaboration messenger you already use (Slack, Discord). Human agents do not need to sign in to a separate tool — they respond right from the messenger thread they normally use.

Two support features help human agents respond in this setup.

1. Media delivery — deliver various media/files, including images, to the customer
2. Consultation macros — run frequently used consultation actions such as close and memo as shortcut commands

This guide assumes that the Discord or Slack consultation sync is already connected (one consultation = one thread). If it is not connected yet, start by configuring the Gateway.

Media delivery (images, files, etc.)

Images and files a human agent posts in the thread are delivered as-is to the customer (Kakao SangdamTalk, Kakao's customer-consultation chat) — no separate command; just attach and send as you normally would.

• If you send text together with an image, it is delivered as an image with a caption.
• Multiple images are delivered in order.
• TalkBridge automatically adjusts images to the Kakao SangdamTalk specifications (width, aspect ratio, size), so human agents do not need to worry about the specs.

The supported range follows the media supported by the Kakao SangdamTalk API.

Media	Kakao SangdamTalk API	TalkBridge delivery
Images (JPG, PNG, GIF)	Supported	✅ Verified
Files (documents, PDF, etc.)	Supported	✅ Supported
Video, audio	Supported	✅ Supported

Consultation macros

Run frequently used consultation actions as macros (shortcut commands).

Macro	What it does	Response
cs-close	Closes this consultation (the customer is also notified of the close).	Close confirmation
cs-memo	Records a memo for this customer (name, phone number, memo).	Input form
cs-who	Shows the saved memo for this customer, visible only to the human agent.	Only visible to you

All three macros share common rules.

• They must be run inside the customer's consultation thread (they do not work when run in the channel body). This is because the customer is identified by the thread.
• Macro input and its response are agent-side tools and are not delivered to the customer.
• If you append a greeting after cs-close (cs-close Thank you for contacting us), that greeting is sent to the customer first, right before closing.

Input differs by messenger

Discord and Slack have different thread structures, so the way you invoke macros differs.

Messenger	Input method	Discoverability
Discord	Slash commands — type / in the input box and /cs-close · /cs-memo · /cs-who appear via autocomplete.	Shown in the menu
Slack	Reserved keywords — type cs-close as plain text in the thread, without /.	Not shown in the menu (see the note below)

tip

Why no / in Slack?

Slack slash commands do not tell us "which thread it was run from", so the customer cannot be identified. That is why TalkBridge receives macros in Slack as thread message keywords — just type cs-who inside the customer thread. They do not appear in the autocomplete menu, so make sure to tell your human agents the three keywords.

Using them in Discord

Type / inside the customer's consultation thread and the macros autocomplete.

• /cs-close — a close confirmation button appears; pressing Close closes the consultation and notifies the customer. If you enter a greeting in the greeting option, it is sent to the customer before closing.
• /cs-memo — an input dialog (modal) for name, phone number, and memo opens. After saving, the thread title changes to Name(customerKey) so the customer can be identified at a glance.
• /cs-who — shows the saved memo as a card visible only to you (not shown to the customer or other human agents).

Using them in Slack

Type the keyword as-is, without /, in the reply box of the customer's consultation thread.

• cs-who — shows the saved memo as a card visible only to you (ephemeral).
• cs-close or cs-close Thank you for contacting us — Close / Cancel buttons appear; pressing Close closes the consultation and notifies the customer (if there is a greeting, it is sent before closing).
• cs-memo — a Write memo button appears; pressing it opens the input dialog for name, phone number, and memo. After saving, the title at the top of the thread changes to Name(customerKey).

Share this with your human agents

You can use the following inside a consultation thread.

• Images and files are delivered to the customer when you simply attach them.
• Consultation macros:
  • Discord: cs-close · cs-memo · cs-who, shown when you type /
  • Slack: type cs-close · cs-memo · cs-who without /
• Writing cs-close greeting sends a final greeting to the customer and closes the consultation.

Supported messengers keep growing

Currently, you can run consultations in Slack and Discord, and we are continuously expanding to various external messengers that can be operated in a consultation format. We will keep broadening the supported channels so you can receive customer consultations directly in the collaboration tools you already use.