Slack

Slack support routes approved Slack activity into the same Woes inbox as live chat, email, and Discord. Use it when customers, partners, or internal teams ask support questions in shared Slack channels or direct messages.

What Slack Adds

OAuth install for a Slack workspace.
Workspace-level Slack intake controls.
Direct-message support when enabled.
Per-channel intake modes for app mentions, every message, or ticket emoji.
Safe file metadata capture when file handling is enabled.
AI and operator replies posted back into the original Slack thread.
Optional operator Slack notifications through each operator’s notification settings.

Setup Flow

Connect Slack

Go to Workspace Settings -> Integrations -> Slack and click Connect.

Enable Slack intake

Open Settings -> Channels -> Slack and turn on Slack intake for the workspace.

Choose intake surfaces

Decide whether Woes should accept direct messages, file metadata, and selected channel messages.

Configure channels

Refresh the channel list, then choose the ticket mode for each enabled channel.

Choose the answering agent

In assignment settings, choose the agent that should handle Slack conversations.

Test a thread

Send a test app mention, direct message, or ticket emoji in an enabled Slack surface and confirm it appears in the Woes inbox.

Intake Modes

Mode	How it works
App mentions	Woes creates or continues a conversation when the Woes app is mentioned.
Every message	Woes routes normal messages from selected high-signal channels.
Ticket emoji	Woes creates support work when someone reacts with the configured ticket emoji.

Slack Replies

When a Slack message becomes a Woes conversation, operators work from the Woes inbox. AI replies and operator replies are posted back into the original Slack thread when the Slack connection and channel rules allow it.

Data And Privacy

Slack is a customer conversation channel, not a Context Library source. Woes uses Slack metadata to route and display conversations, but private file URLs and raw connection credentials are not exposed to customers. Only enable channels where support messages belong in Woes. For broad community channels, app mentions or ticket emoji usually create a cleaner support flow than every-message intake.

Troubleshooting

Issue	What to check
Slack card is not connected	Reconnect Slack from Workspace Settings -> Integrations.
Messages do not enter Woes	Confirm Slack intake is enabled and the channel or DM surface is allowed.
A channel is missing	Invite the Woes app to the channel, then refresh the channel list.
Replies do not post back	Confirm the conversation came from Slack and the Slack connection is still active.
Operators do not receive Slack notifications	Connect the operator’s Slack account from Account settings -> Notifications and enable the desired events.

​Slack

​What Slack Adds

​Setup Flow

​Intake Modes

​Slack Replies

​Data And Privacy

​Troubleshooting

​Related Docs