Slack app

Send Slack notifications automatically using Workflows.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

Reduce the response times of back office teams by configuring Slack notifications via Workflows.

It's currently not possible to connect multiple Slack accounts with one Intercom workspace. To add multiple Intercom workspaces to a Slack space, the third-party app Zapier may be able to assist. Check out their website to learn more.


Installation

In the Intercom App Store, search for the Slack app and click “Install now” from the landing page.

Intercom permissions

Authorize Slack access to your targeted Intercom workspace. We ask for the following permissions:

  • Read conversations - View conversations.

  • Read admins - List and view all admins.

  • Read one admin - View a single admin.

  • Read one user and one company - List and view a single user and company.

Slack permissions

Allow Intercom access to your targeted Slack workspace. We ask for the following permissions:

  • Chat:write - Post messages in approved channels & conversations.

  • Groups:read - View basic information about private channels that your Slack app has been added to.

  • groups:history - View messages and other content in private channels that your Slack app has been added to.

  • channels:read - View basic information about public channels in a workspace.

  • channels:history - View messages and other content in public channels that your Slack app has been added to.

The app is now installed across both the Slack and Intercom workspaces. A channel can begin receiving notifications once the app has been invited and the Workflow has been configured.


Configuration

Invite app

Invite the Slack app into your selected channel using the /invite slash command or click the slash button and select "Add apps to channel".

Then search for the Intercom app and click Add.

If your workspace has their data hosted on our EU or AU servers then you will need to add Intercom EU or Intercom AU instead.

Once the app has been successfully added to your channel you will receive a welcome message prompting you to configure a Workflow.

Using Notify Slack channel step in Workflows

Now navigate to Automation > Workflows and set up a Workflow using the Notify Slack channel action step.

First, choose a right trigger for your Workflow.

Build your Workflow and add a Notify Slack channel step (available under Add integration action submenu).

Select a public or private channel you'd like to receive notifications into.

If you don't see a channel in the channel list, make sure that you've added Intercom app into this channel.

You can use branches to reduce noise or target specific conversation or ticket attributes.

Once the Workflow has been set live you should start to receive notifications in your selected Slack channel.

If the Set live button is disabled, check that you've added all parts of the workflow fully.

Notifications in channel

If the notification is set up for tickets, it will include the top 3 ticket attributes, however if it's set up for conversations, it won't include any attributes. The first notification for an individual ticket is posted as a message in the channel and subsequent notifications are then posted as threaded replies.

Notifications will include top 3 non-empty attributes and empty attributes will be filtered out. If there are less than 3 filled attributes, only the filled ones will show. This only sends attributes for the "A ticket is created" workflow, not, for example, the "Teammate changes the state of a ticket" workflow.

It's currently not possible to notify a Slack channel when a customer responds to a survey. This only sends attributes for the "A ticket is created" workflow, not, for example, the "Teammate changes the state of a ticket" workflow.


Uninstallation

In the Intercom App Store, search for the Slack app and click “Uninstall” from the landing page.

Select a reason for uninstalling the app. Type in ‘UNINSTALL’ in upper case and then click Uninstall.

The app will now be uninstalled from both the Slack and Intercom workspaces. You will have to manually remove the ‘Notify Slack Channel’ action from your configured Workflows.



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