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- Slack
Slack integration: new requests and alerts in your team's channel
Agenola's Slack integration notifies your team's Slack channel about new support requests, frustrated visitors and questions that keep going unanswered, and adds Slack steps to your agents that send messages, create channels and find people. You connect it in one click with the "Add to Slack" button.
How it works
Slack does two jobs. The first is notifications: you choose which event goes to which channel on the Account → Alerts and notifications page. The message carries the agent's name, the reason for the notification and the visitor's contact details, and its link opens the right screen in your dashboard.
The second is flow steps: sending, updating and deleting messages; creating, inviting to and archiving channels; uploading files, adding reactions, and working with users and user groups. For example, the answers of a visitor asking for a quote can be posted to your sales channel.
If a notification doesn't reach Slack, the request isn't lost; it stays on the Requests screen in your dashboard.
- Events that can be notified: a new support request, a frustrated visitor, a completed conversation record, a question that keeps going unanswered, credits running low, a broken integration connection, a failing tool or action, and payment problems.
- Steps that archive a channel, remove someone from a channel or delete a message don't run until the confirmation box on the step is ticked.
- Slack steps run with the Agenola app's permissions; status updates are done in the name of the person who connected Slack.
- When you remove the connection, the Agenola app is also removed from your Slack workspace.
What it does
This list is generated from the same source as the Slack page in the dashboard: if it isn't listed here, we don't do it with Slack. Flow steps live in the flow editor under Add step → Integrations → Slack.
ChannelAction · Flow step17
Archive channel
Archives the channel; messages stay and “Unarchive” brings it back.
Close direct message
Closes a direct or group message in the sidebar.
Create channel
Creates a new channel; the name is lowercased and spaces become hyphens.
Get channel
Reads the channel's name, topic, purpose and member count.
Get channels
Returns the channels the bot can see as a list.
Get channel history
Returns the channel's latest 100 messages as a list.
Invite to channel
Adds the user to the channel.
Join channel
Has the bot join a public channel.
Remove from channel
Removes the user from the channel.
Leave channel
The bot leaves the channel.
Get channel members
Returns the IDs of the channel's members as a list.
Open direct message
Opens a direct message with the user; its ID can be used as the channel in a later message step.
Rename channel
Changes the channel's name.
Get message replies
Returns the replies under a message as a list.
Set channel purpose
Changes the channel's purpose.
Set channel topic
Changes the channel's topic.
Unarchive channel
Reopens an archived channel.
FileAction · Flow step3
Get file
Reads the file's name, type and Slack link.
Get files
Returns the latest 100 files as a list; only that channel's if one is picked.
Upload file
Shares text as a file in the channel (e.g. a transcript or order summary).
MessageAction · Flow step4
Send message
Posts to the channel you pick. The flow name and collected answers are included.
Update message
Changes the text of a message the bot sent.
Delete message
Deletes a message the bot sent.
Get message link
Returns the message's permanent Slack link.
ReactionAction · Flow step3
Add reaction
Adds an emoji reaction to the message.
Get reactions
Returns the message's reactions as a list.
Remove reaction
Removes a reaction the bot added.
UserAction · Flow step6
Get user
Reads the user's name, email and title.
Get users
Returns the workspace's users as a list.
Find user by email
Finds the Slack user for an email address.
Get presence
Reads whether the user is active or away.
Get profile
Reads the user's profile details.
Update status
Changes the Slack status text and emoji of the person who installed the app.
User groupAction · Flow step5
Create user group
Creates a group you can mention, like @support.
Disable group
Disables the group; it can be enabled again.
Enable group
Re-enables a disabled group.
Get user groups
Returns the workspace's user groups as a list.
Update group
Changes the group's name, handle or description.
Example conversations
Visitor: I've been charged twice on my invoice and need to speak to someone.
Agent: I'll pass this to our billing team. Could I have your phone number so they can reach you?
Visitor: +1 312 555 0187
Agent: Done. Our team will call you as soon as possible.
Behind the scenes: The request lands in your dashboard and a Slack message goes to #support: the agent's name, the reason "charged twice on invoice", the visitor's phone number and a link that opens the request in your dashboard.
Visitor: We'd like pricing for an annual plan. There are 25 of us.
Agent: We put together quotes for annual plans. Could you share your company name and email address?
Visitor: Northwind Software, dana@example.com
Agent: Thanks. Our sales team will email you.
Behind the scenes: The "Send message" step posts a message to #sales with the visitor's answers: company, team size and email address.
Visitor: I'd like to add a note to the cake I ordered from your Brooklyn store: please write "Happy Birthday, Emma" on it.
Agent: I've passed your note to our Brooklyn store manager.
Behind the scenes: "Find user by email" finds the store manager in Slack; the "Open direct message" and "Send message" steps send the note straight to them.
Setup
- 1In Agenola, go to Integrations → Slack and press "Add to Slack".
- 2Choose your workspace in Slack and grant access; the Agenola app is added to your workspace.
- 3On the Account → Alerts and notifications page, choose which notification goes to which channel. Add flow steps in the flow editor under Add step → Integrations → Slack.
Detailed setup: How do I connect Slack and Microsoft Teams?
Permissions and where your data goes
- Sent to Slack: in notifications, the agent's name, the reason, the visitor's contact details and a dashboard link; in flow steps, the messages you write and the files you upload.
- Read from Slack: only when a step asks, channel, message, user and file details; the channels the app can see, for the channel picker. Your channels are not read in the background.
- Permissions requested: reading and managing channels and conversations, writing messages, reading and writing files and reactions, user and user group details; status updates on behalf of the person who connects.
- Connection details are stored encrypted on the server. Only the workspace owner and admins can connect or remove it.
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Frequently asked questions
Where do I choose which notification goes to which Slack channel?
On the Account → Alerts and notifications page. The Slack page only makes the connection; you choose each event's channel on that page.
Whose name do messages appear under in Slack?
Notifications and agent messages appear under the Agenola app. Status updates are done in the name of the person who connected Slack, because Slack doesn't allow them with app permissions.
What happens if a notification doesn't reach Slack?
The request isn't lost; it stays on the Requests screen in your dashboard. If the Slack connection breaks, the dashboard shows a warning and you only need to reconnect.
What happens when I remove the Slack connection?
Notifications and Slack steps stop, and the Agenola app is removed from your workspace. Past messages in your channels stay as they are.