Slack

The Slack connector exists for one reason: small teams do not sit in a support dashboard all day, and a chat nobody notices is the same as a chat nobody answered.

What to send to Slack

Be selective. A channel that fires on every event gets muted within a week, and a muted channel is worse than no integration.

Worth sending:

• New conversation when no agent is online — this is the one that actually saves you.
• Captured leads from custom forms — sales wants these immediately.
• Escalations from the AI chatbot — the bot gave up, somebody should look.

Usually not worth sending:

• Every message in every conversation. That is what the dashboard is for.
• Resolved tickets. Nobody reads them.

Setting it up

Connect Slack from the connectors section of the dashboard and choose the channel. Pick a dedicated channel rather than posting into a general one — you want it muted-but-checkable, not competing with everything else.

Channel naming

A convention that works for small teams:

• #support-live — active conversations needing attention now
• #support-leads — captured leads only, so sales can watch just this one

Two focused channels get read. One firehose does not.

Notifications that actually reach someone

Slack notifications are a supplement, not a replacement for the mobile app. If out-of-hours coverage matters, the app’s push notifications are more reliable — Slack on a phone is usually already muted.

Related

• Zapier and webhooks for anything Slack does not cover
• Customer communication channels on the blog

Next: Zapier and webhooks.