Slack Integration

Slack connects customer, community, and internal Slack conversations to the same Woes support inbox used by live chat, email, and Discord. Once Slack is connected and intake is enabled, Woes can create conversations from approved Slack surfaces, route them to the Slack answering agent, and post AI or operator replies back to the original Slack thread.

Slack integration card in Woes workspace settings.

What the Slack integration does

Use Slack when support requests already happen in shared channels, customer channels, community spaces, or direct messages to your Slack app.

Capability	What customers get
Shared inbox intake	Approved Slack activity becomes normal Woes conversations alongside live chat, email, and Discord.
Controlled channel rules	Workspace admins choose exactly which Slack channels can create conversations.
App mention support	A mention of the Woes Slack app can open or continue a support conversation when that channel is enabled.
Direct message support	Direct messages to the Slack app can become support conversations when DM intake is enabled.
Every-message mode	Selected high-signal channels can route every normal message into Woes.
Emoji ticket mode	Selected channels can turn an existing Slack message into a Woes conversation when someone reacts with a ticket-style emoji.
AI answers in-thread	The assigned Slack agent can answer from your workspace context and post back into the Slack thread.
Human takeover	Operators can take over in Woes and reply back to Slack from the inbox.
File context	Woes can show safe Slack attachment metadata, such as file name, type, and size.
Customer profile enrichment	Woes can use Slack profile details, such as display name and email, when Slack permits access.
Analytics	Slack conversations count toward normalized conversation, channel, agent-run, and support analytics.
Slack notifications	Individual operators can link their Slack user so Woes can DM them selected notification events.

Slack is a support channel for Woes. It uses the same inbox, routing, SLA, assignment, audit, and analytics workflows as your other support channels.

How Slack intake is controlled

Installing Slack does not automatically create inbox conversations. Slack stays connected but inactive until a workspace admin turns on Slack intake from Workspace Settings > Channels > Slack. Slack intake has three layers of control:

Slack intake: the workspace-level on/off switch for Slack-created support conversations.
Intake surfaces: controls for direct messages and safe file metadata.
Channel rules: per-channel rules that decide whether Woes listens for app mentions, every message, or ticket emoji reactions.

This keeps Slack safe for larger workspaces. You can install the app, review the available channels, and enable only the places that should become support intake.

Setup

Open Workspace Settings > Integrations.
Select Slack.
Click Connect and approve the Slack install.
Open Workspace Settings > Channels > Slack.
Choose the Slack answering agent.
Turn on Slack intake.
Enable direct messages if the Slack app should receive support DMs.
Refresh the channel list.
Enable only the Slack channels Woes should listen to.
Pick an intake mode for each enabled channel.
Save the Slack settings.

If a channel does not appear, invite the Woes Slack app to that channel and refresh the channel list.

Intake modes

Each enabled Slack channel has its own intake mode.

Mode	Best for	What happens
App mentions	General support channels where only explicit requests should enter Woes.	Woes creates or continues a conversation when someone mentions the Slack app.
Every message	Dedicated support intake channels.	Woes creates or continues conversations from normal messages in that channel.
Ticket emoji	Busy channels where teammates should manually mark support requests.	Woes creates a conversation when someone reacts to a message with a supported ticket-style emoji.

Supported ticket emoji

Ticket emoji mode currently accepts:

:ticket:
:admission_tickets:
:rotating_light:
:warning:
:sos:

When a supported reaction is added, Woes uses the original Slack message as the customer request when Slack allows it.

Slack replies

When a Slack message becomes a Woes conversation:

Woes creates or updates the conversation in the shared inbox.
The conversation is routed to the configured Slack answering agent.
The AI agent answers when it has enough workspace context.
If confidence is low, the conversation can hand off to an operator.
AI and operator replies post back into the original Slack thread.

Operators can still manage status, assignment, priority, notes, and related issue workflows from Woes.

Operator Slack notifications

Slack notifications are separate from Slack intake. Intake controls whether Slack messages become Woes conversations. Notifications control whether Woes sends updates to an operator’s Slack account. Each operator can connect their own Slack user:

Open Account settings.
Go to Notifications.
Find Slack under delivery channels.
Click Connect.
Approve Slack user linking.
Enable Slack for the notification events you want.

After connecting, Woes can send Slack DMs for selected notification events such as new messages, new conversations, assignments, mentions, AI handoffs, issue changes, and team chat messages.

Permissions Woes requests

During Slack connection, Woes requests the permissions needed to:

See channels the app can access.
Receive app mentions.
Receive direct messages sent to the Slack app.
Read messages in selected channels where the app has been invited.
Detect supported ticket emoji reactions.
Post replies back into Slack threads.
Read safe file metadata for attached files.
Read Slack profile details when available, including email when Slack grants access.
Detect if the Slack app is removed from the workspace.

Woes only uses these permissions for workspace-scoped support workflows.

Files and attachments

When a Slack message includes files, Woes can record safe metadata such as file name, title, MIME type, file type, and size. This helps operators understand that a screenshot, log file, or document was attached. Woes does not expose private Slack file URLs to customers, and full private file content ingestion is not part of the current Slack channel behavior.

Data and privacy

Slack data is scoped to the connected Woes workspace.

Data	How Woes uses it
Slack workspace identity	Associates the Slack install with the correct Woes workspace.
Channel names and IDs	Lets admins choose where Slack intake is allowed.
Slack messages	Creates or continues Woes conversations only from enabled intake surfaces.
Thread IDs	Posts replies back into the correct Slack thread.
Slack user display details	Helps operators identify the person asking for help.
Slack user email	Used for customer matching when Slack permits access.
File metadata	Shows safe attachment context without exposing private file URLs.
Operator Slack identity	Lets Woes DM that operator with their selected notification events.

Troubleshooting

Problem	What to check
Slack is connected but no conversations are created	Open Workspace Settings > Channels > Slack and confirm Slack intake is enabled.
Mentions do not create conversations	Confirm the channel is enabled and set to App mentions or Every message.
Direct messages do not create conversations	Confirm Direct messages is enabled in Slack channel settings.
A channel is missing	Invite the Woes Slack app to the channel, then refresh channels in Woes.
Emoji reactions do not create tickets	Confirm the channel is enabled, set to Ticket emoji, and uses a supported emoji.
Replies do not appear in Slack	Confirm the Slack app is still installed and still has access to the original channel or thread.
Slack notifications are not arriving	Connect your Slack user in Account settings > Notifications, then enable Slack for the events you want.
Customer emails are missing	Slack may not expose email for that user or workspace. Reconnect Slack if your admin recently approved additional profile access.

​Slack Integration

​What the Slack integration does

​How Slack intake is controlled

​Setup

​Intake modes

​Supported ticket emoji

​Slack replies

​Operator Slack notifications

​Permissions Woes requests

​Files and attachments

​Data and privacy

​Troubleshooting

​Related docs

Slack Integration

What the Slack integration does

How Slack intake is controlled

Setup

Intake modes

Supported ticket emoji

Slack replies

Operator Slack notifications

Permissions Woes requests

Files and attachments

Data and privacy

Troubleshooting

Related docs