Intercom's native Slack integration automatically sends updates from Intercom conversations and tickets directly to your team's channels. It's the perfect way to keep everyone aware of critical events in real-time, like new conversations from VIPs, tickets requiring urgent attention, or interactions with negative sentiment.

Go beyond simple alerts by combining the flexibility of Workflows with our Notify in Slack action. You can build a custom notification system that gives your team true visibility into the moments that matter most. This guide will walk you through best practices and common use cases to get you started.

Before building anything, it's best to decide what events are truly important for your team to see in Slack. A good notification should be both timely and actionable.

Think about the key moments in the customer journey where immediate team awareness can make a difference. These are perfect triggers for a Slack notification.

Consider creating notifications for:

To avoid overwhelming your main channels, send targeted notifications to dedicated ones. This ensures that the alerts are seen by the teammates who need them without creating noise for everyone else.

For example, you could set up:

Before you can set up a Slack notification workflow, you need to connect your Slack workspace and add the Intercom app to the channels you want to send notifications to.

If you haven't done this yet, a teammate with permission to manage integrations can set it up by going to Settings > Channel > Slack and clicking connect Slack workspace.

First, make sure the channel you want to use is connected to your Intercom workspace.

The channel will now appear in your Connected Slack channels list.

Once the Intercom app has been added, the private channel will automatically appear in your Connected Slack channels list back in your Intercom settings.

To make a channel available for notifications in workflows, you must first define its purpose in your Slack settings.

This tells Intercom that the channel should be used for one-way notifications from Intercom, not for creating new conversations from Slack messages.

Once your channel is configured, you can use it in a workflow.

Now, when a conversation or ticket matches the entry rules for your workflow, a notification will automatically be posted to the selected Slack channel.

Here are a few practical examples of Workflows you can build to keep your team informed.

Give your account managers immediate visibility when their customers need help. This allows them to proactively engage and provide a white-glove experience.

Quickly bring difficult conversations to the attention of a support lead or manager. This allows them to step in and help turn a negative experience into a positive one.

Keep your product team connected to the voice of the customer by piping new feature requests directly into their Slack workspace.