Adding Discuss in new channel docs

alerts/slack.md

@@ -55,37 +55,67 @@ Spike's app cannot read any of your messages on Slack
 
 ---
 
+## Slash commands
+
+<figure><img src="../.gitbook/assets/slack/slash-commands.png" alt=""><figcaption></figcaption></figure>
+
+Here are all the available `/slash` commands - 
+
+1. `/create-incident`
+Create a new incident directly from Slack. Anyone in your workspace can use this command.
+
+2. `/oncall now` or `/oncall me`
+Check who is currently on-call or view your on-call schedule.
+
+4. `/connect`
+Connects your Slack account in the workspace with Spike.
+
+4. `/help`
+Display a help message with guidance on using the Spike app in Slack.
+
+---
+
 ## Incident Alerts
 <figure><img src="../.gitbook/assets/slack/slack-incident-alert-hero.png" alt=""><figcaption></figcaption></figure>
 
 Spike's incident alerts will mention `@here` to notify everyone online on the channel. The incident contains some key details like Title, Responders, Links, and Integration.
 
 Available Actions for Each Incident
-1. __Acknowledge__: Mark the incident as acknowledged to pause further alerts.
-2. __Resolve__: Resolve the incident once fixed.
-3. __Escalate__: Escalate the incident to the next level in your escalation policy.
-4. __Discuss in a New Channel__: Create a dedicated channel to collaborate on the incident. Only the user initiating this action will be added to the new channel to begin.
+1. __Acknowledge__
+2. __Resolve__
+3. __Escalate__
+4. __Discuss in a New Channel__
 
-## Private channels setup
-Private channels access can be configured in [Settings > Alerts](https://app.spike.sh/settings/general/alerts)
+### Discussing in a new channel
+<figure><img src="../.gitbook/assets/slack/slack-discuss-in-new-channel.png" alt=""><figcaption></figcaption></figure>
 
-### Adding private channels to escalations
+Each incident includes the option to discuss in a new channel. When this action is initiated, a dedicated channel is created for collaboration on resolving the incident. Initially, only the user who initiates the action will be added to the new channel.
 
-When managing escalations, only users who have connected their Slack account with Spike can view private channels. However, they can only access private channels that:
+Spike does not have access to read messages in these channels, maintaining your privacy.
 
-1.	They are a member of.
-2.	The `@Spike.sh` app has been added to.
-
-Both the user and the `@Spike.sh` app must be part of the private channel for it to appear under escalations.
+<details>
+<summary>Who can create these channels?</summary> 
+Anyone in your workspace can initiate this action and create new channels.
+</details>
 
-### Private channel visibility in escalations
+<details>
+<summary>Can the same channel be reused for multiple incidents?</summary> 
+No, a new channel is created for each incident to keep discussions organized and focused.
+</details>
 
-Once a private channel is added to an escalation, its name is visible only to users who:
+<details>
+<summary>What happens to the channel after the incident is resolved?</summary> 
+The channel remains in your workspace until it is manually archived. We recommend archiving the channel after resolving the incident to keep your workspace tidy.
+</details>
 
-1.	Have connected their Slack account with Spike.
-2.	Are members of the same private channel.
+<details>
+<summary>Can non-Spike users participate in the channel?</summary> 
+Yes, anyone in your workspace can be invited to join the discussion, regardless of their Spike account status.
+</details>
 
-Users without these permissions will not see the private channel name, ensuring enhanced privacy.
+{% hint style="info" %}
+We recommend archiving the channel once the incident is resolved to prevent stale channels in your workspace.
+{% endhint %}
 
 ### Auto-Updating Slack messages
 
@@ -103,27 +133,30 @@ If the incident hasn’t auto-resolved on Slack and you attempt to resolve it ma
 
 Visit [Settings > Alerts](https://app.spike.sh/settings/general/alerts) to select Slack channels to receive on-call shift alerts.
 
-You can choose to enable shift start and shift end notifications. 
+You can enable notifications for both shift start and shift end.
 
 ---
 
-## Slash commands
+## Private channels setup
+Private channels access can be configured in [Settings > Alerts](https://app.spike.sh/settings/general/alerts)
 
-<figure><img src="../.gitbook/assets/slack/slash-commands.png" alt=""><figcaption></figcaption></figure>
+### Adding private channels to escalations
 
-Here are all the available `/slash` commands - 
+When managing escalations, only users who have connected their Slack account with Spike can view private channels. However, they can only access private channels that:
 
-1. `/create-incident`
-Create a new incident directly from Slack. Anyone in your workspace can use this command.
+1.	They are a member of.
+2.	The `@Spike.sh` app has been added to.
 
-2. `/oncall now` or `/oncall me`
-Check who is currently on-call or view your on-call schedule.
+Both the user and the `@Spike.sh` app must be part of the private channel for it to appear under escalations.
 
-4. `/connect`
-Connects your Slack account in the workspace with Spike.
+### Private channel visibility in escalations
 
-4. `/help`
-Display a help message with guidance on using the Spike app in Slack.
+Once a private channel is added to an escalation, its name is visible only to users who:
+
+1.	Have connected their Slack account with Spike.
+2.	Are members of the same private channel.
+
+Users without these permissions will not see the private channel name, ensuring enhanced privacy.
 
 ---