Slack Integration

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Overview

The Slack integration allows you to:

• Receive customer messages in Slack channels
• Respond to customers directly from Slack
• Manage conversations via Slack threads
• Get notifications for new conversations and escalations
• Broadcast messages to multiple customers

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Installation

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Step 1: Create a Slack App

1. Go to api.slack.com/apps
2. Click “Create New App”
3. Choose “From scratch”
4. Enter app name: “Support Unicorn”
5. Select your workspace
6. Click “Create App”

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Step 2: Configure OAuth & Permissions

1. In your app settings, go to “OAuth & Permissions”
2. Add the following Bot Token Scopes:
   • chat:write
   • channels:read
   • channels:history
   • groups:read
   • im:read
   • im:write
   • users:read
   • app_mentions:read
   • commands
3. Add the following User Token Scopes:
   • channels:read
   • chat:write

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Step 3: Set Up Event Subscriptions

1. Go to “Event Subscriptions”
2. Enable events
3. Set Request URL to: https://your-domain.com/slack/events
4. Subscribe to bot events:
   • message.channels
   • message.groups
   • message.im
   • app_mention

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Step 4: Install App to Workspace

1. Go to “Install App” in the sidebar
2. Click “Install to Workspace”
3. Authorize the app
4. Copy the Bot User OAuth Token (starts with xoxb-)

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Step 5: Configure in Support Unicorn

1. Navigate to your Support Unicorn instance
2. Go to Settings → Integrations → Slack
3. Click “Connect Slack”
4. Enter your Bot Token
5. Select the default channel for conversations
6. Click “Save”

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Usage

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Receiving Customer Messages

When a customer sends a message via the widget, SMS, or WhatsApp:

1. A Slack thread is created in your configured channel
2. The customer’s message appears as the first message
3. The AI agent’s response (if enabled) appears in the thread
4. You can reply directly in Slack to respond to the customer

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Responding from Slack

Simply reply to the thread in Slack. Your message will be sent to the customer via their original channel (widget, SMS, etc.).

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Managing Conversations

• Each conversation has its own Slack thread
• Thread title shows customer name/identifier
• All messages in the thread sync bidirectionally

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Broadcasting Messages

Use the Slack shortcut to broadcast messages:

1. Press Cmd+K (Mac) or Ctrl+K (Windows)
2. Type “Send SMS/WhatsApp Message”
3. Select recipients
4. Compose and send

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Configuration

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Channel Mapping

Map your configuration to a specific Slack channel:

1. Navigate to Agents → Your Agent → Settings
2. In the Configuration section, find “Slack Channel”
3. Enter the channel name (e.g., #support-channel)
4. Click “Save Changes”

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AI Agent Integration

1. Create or select an Agent
2. Configure knowledge base (files, Q&As, etc.)
3. Link agent to Configuration
4. AI will respond automatically to customer messages

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Troubleshooting

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Messages not appearing in Slack

• Check bot token is valid
• Verify event subscriptions are configured
• Check Slack channel permissions
• Review Rails logs for errors

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Can’t respond from Slack

• Ensure bot has chat:write scope
• Check thread exists
• Verify conversation is active

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Webhook not receiving events

• Verify Request URL is accessible
• Check SSL certificate (must be HTTPS)
• Test with Slack’s test event

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Next Steps

Zendesk Integration

Connect with Zendesk for ticket management