Emoji Actions

Emoji actions let your team trigger automated workflows with a single emoji reaction in Slack. You can create answers from messages or automatically generate tickets.

What You Can Do

Answering Actions
React to a message → Save it as an answer to your AI Agent's knowledge base

Ticketing Actions
React to a message → Automatically create or update a ticket in your ticketing system (Jira, Zendesk, etc.)

What You Need

• Owner or Admin role in Enjo

• Connected Slack workspace

• Access to Automation Tools

For Ticketing: A connected ticketing app (Jira, Zendesk, ServiceNow, etc.)

For Answering: At least one configured AI Agent

Part 1: Create Answering Actions

Save useful Slack messages as answers to your AI Agent's knowledge base.

Step 1: Setup

1. Go to Automation Tools > Emoji Actions

2. Select Answering Actions

3. Choose Slack (Teams coming soon)

4. Pick your scope: Workspace, Person, or AI Agent

5. Click Next

Step 2: Configure

1. Click Pick Emoji and choose one (e.g., 💾 for save, 💡 for knowledge)

2. Write what this emoji does (e.g., "Save this message as an answer")

3. Click Create, your emoji will be active in Slack

Part 2: Create Ticketing Actions

Automatically create tickets in Jira, Zendesk, or other systems from Slack messages.

Step 1: Setup

1. Go to Automation Tools > Emoji Actions

2. Select Ticketing Actions

3. Choose Slack (or Teams)

4. Select your ticketing app (Jira, Zendesk, ServiceNow, etc.)

5. Click Next

Step 2: Choose Your Scope

1. Pick where this emoji works:

   • Workspace — Everyone in the workspace

   • Person — Only for you

   • AI Agent — Only in specific AI Agent channels

Step 3: Configure

1. Click Pick Emoji and choose one (e.g., 🎫 for ticket)

2. Write what this emoji does (e.g., "Create a support ticket")

3. Click Next

Step 4: Set Action Type

1. Choose the action:

   • Create Request — Create a new support request

   • Update Request — Update an existing request

   • Create Issue — Create a new issue

   • Link to Issue — Connect to an existing issue

2. Choose whether to use AI Agent defaults or customize

3. Choose when to show the ticket creation form:

   • Never — Create without asking

   • On Failure — Show form only if required fields are missing

   • Always — Always show form before creating

Step 5: Finish

1. Click Create, Your emoji will be active in Slack.

Using Answering Actions in Slack

Step 1: Find a Message

Open Slack and find a message with a good question or answer.

Step 2: React

Hover over the message → Click the emoji button → Select your configured emoji

Step 3: Review

A dialog appears showing what will be saved.
Edit the text if needed.

Step 4: Save

Click Create Answer

Using Ticketing Actions in Slack

Step 1: Find a Message

Open Slack and find a message about an issue or request.

Step 2: React

Hover over the message → Click the emoji button → Select your configured emoji

Step 3: Confirm

Enjo creates the ticket automatically (or shows a form, depending on your settings).

A confirmation message appears in the thread with the ticket details.

Manage Your Emoji Actions

Step 1: View All Actions
Go to Automation Tools > Emoji Actions

All your configured actions appear organized by type and scope.

Step 2: Edit an Action
Click the action → Make your changes → Click Save

Step 3: Delete an Action
Click the action → Click Delete

Review and Approve Answers

Captured answers need review before your AI Agent uses them.

Step 1: Go to Answers

AI Agents > Knowledge > Answers

Step 2: Find Pending Answers

Look for answers marked "Pending Review"

Step 3: Review

Click the answer to view the question, answer, and variations.

Click Edit to refine before approving.

Step 4: Approve

Click Approve

What's Next?

Manage Answers — Edit, organize, or delete answers

Automation Tools — Explore commands, approvals, and alerts

Integrations — Connect more ticketing systems

Swarm Rooms — Create dedicated channels for tickets