[Psychlist]

> All slack conversations should be considered ephemeral from a documentation and records keeping perspective.

We use chat exactly that way. Commonly people respond to questions with a link to either the issue in our issue tracking system, or to the relevant page in the wiki. Certain individuals have learned that saying "but what I want isn't in there" gets them an edit link to the same page.

Once tech support started using the wiki it became more broadly useful. Knowledge that used to live only in the minds of the more experienced tech support people somehow ended up in the wiki thanks to juniors asking questions and the answers being pasted into the wiki. Wiki has also become something of a back channel for things that should be written down but don't really fit the issue tracking system. Common user errors and their symptoms, for example.