Set up Slack
On Connections, Slack, create your company's Slack app, connect it, and try a message. Three steps.
Open Connections, then Slack. The page says: Your company's Slack app. People tag it in Slack to reach their agents.
Where setup stands
The first block names the state. While it is Paused, or Paused by someone, press Resume Slack. The Pause Slack and Resume Slack choices sit on that block.
| What it says | What it means |
|---|---|
| Not connected | Set it up in the three steps below. |
| Connected | Connected to the workspace as @ the app, once a check has named them. |
| Live | People can tag the app in Slack to reach their agents. |
| Paused | Paused, or Paused by the person who paused it. Resume Slack turns it back on. |
| Needs attention | The token check could not be read. Press Try again. Nothing was changed. |
| Example setup only | This example does not check a real Slack token or deliver messages. |
Step 1. Create your Slack app
Your company owns the app, so replies come from its own name and icon.
- Name. What people tag in Slack. 3 to 35 characters.
- Description. Up to 140 characters.
- Icon. Default, or Your brand logo when the logo is a square Slack can use.
- Create in Slack fills in the app from the manifest. Review the permissions before installing. You can also copy the manifest.
- Create it for me asks for a Slack configuration token (the Access Token, which starts xoxe.xoxp-). The token is used once and never kept. You then press Install in Slack.
- Mark I created the app in Slack, then go on to step 2.
Step 2. Connect it
Paste the two secrets from your Slack app. Studio checks them and fills in the workspace and app details itself.
- Bot token. Starts with xoxb-. In Slack: your app, OAuth and Permissions, Bot User OAuth Token.
- Signing secret. 32 letters and numbers. In Slack: your app, Basic Information, App Credentials.
- Press Connect. A saved secret is kept safe and is never shown again.
- Disconnect Slack removes the connection.
Step 3. Try it
- Write a Test message and choose Send to (a channel id, #channel, or @person). Press Send test message.
- While Test mode is on, the page says: Test mode is on: messages are kept here, not posted. Turn off to send to the Slack target you chose.
- People can tag the app to reach their agents turns Slack on. Finish steps 1 and 2 first.
- Under Advanced, When it's not clear which workflow a message is for offers Ask more often, Balanced, and Ask less often. An AI check picks the most likely one. If it is not sure enough, the app asks the person to choose from a short list.