Slack channel

Open Channels → Slack to connect an organization Slack account. Then enable the agent's Slack channel. Start with the connection in General. A disconnected or expired OAuth connection stops Slack from working. If the settings page shows a reconnect prompt, reconnect through Integrations. The page has separate controls for Outbound and Inbound settings. Slack is not a single on/off switch.

For outbound messages, choose the default channel and the bot name, and save your changes. Then send a test message. Sending a test message automatically saves any unsaved outbound edits first, then posts using that configuration.

For inbound messages, turn on replies for permitted Slack channels. You can also turn on replies for direct messages (DMs). Slack must grant the required inbound scopes. A team can assign only one agent to the configured DM path. Before you turn on inbound replies, check the connection and conflict notices on the page.

After you add your bot to the correct workspace and channels, enable Slack. Test the mention, direct-message, and outbound cases separately. Do not promise replies to every Slack message. Inbound configuration, OAuth scopes, channel membership, and connection health all affect whether an event reaches the agent.

Slack Connect mode

Slack Connect mode turns this channel into a two-way customer support channel. Find the toggle in General. When you turn it on, the dashboard also turns on Slack and inbound replies for you. Each shared Slack Connect channel then maps to one customer account. The agent answers customers in their own channel. It does not wait for an @mention.

Connect mode needs two settings, and you cannot save with either one empty. Connect channels selects the shared channels the agent answers in. Select shared channels only. The dashboard rejects an internal channel here and names it for you. Internal triage channel selects a channel in your own workspace. The agent posts an escalation card there when it hands a customer conversation to your team. The bot must be a member of the triage channel.

Connect mode changes three behaviors. Fire-and-forget outbound posting is disabled, and the Outbound tab shows a notice instead of its settings. A message from your own workspace is treated as staff: it opens a ticket for human takeover, it is not billed, and the AI does not answer it. A cheap model decides whether each customer message needs a reply, so the agent stays silent for an acknowledgement such as "thanks" and answers anything that looks like a question.

The Inbound tab lists Connected accounts. The table shows the channel, the account name, the status, the linked customer, and the available actions. A new account appears there automatically on first customer contact and starts as Unverified. Use Verify once you confirm who is on the other side. Use Rename and Link customer to match the account to your own records. Do not treat an Unverified account as a confirmed customer identity.