Important: This "Intercom app for Slack" is a deprecated legacy app. Customers need to use our new native Slack integration which also supports two-way conversations, Fin, and ticket management.
If you are an existing user of this legacy app:
Learn how to migrate to the new Slack integration.
To confirm you are using this legacy app: Go to Settings > Integrations > App Store. If you see an app named "Slack", your Slack notifications are powered by this legacy version.
Install Intercom app for Slack
Intercom app for Slack makes it easy to automatically alert teams to conversation and ticket activity in Slack.
Note:
Intercom app for Slack is a free app for some features. You may be required to upgrade to a paid Slack account to access all features. This app is available on our Advanced and Expert plan.
This app does not support Slack as an inbound support channel. If you're wanting to support your customers on Slack and route all conversations directly to the Inbox, set up Slack as a channel in your workspace.
You’ll find Slack in the Intercom App Store. Click Install now to add it to your Intercom workspace:
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 Intercom app for Slack has been added to.
groups:history - View messages and other content in private channels that your Intercom app for Slack 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 Intercom app for Slack 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.
Note:
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.
If you run into "This Slack team is already integrated with another workspace" error while installing Slack, you will need to remove this Slack workspace from the Intercom workspace it's already connected to.
Configuration
Invite app
Invite the Intercom app for Slack 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 Notifications" 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 AI & Automation > Workflows and set up a Workflow using the Notify Slack channel action step.
First, choose a trigger for your Workflow such as "When a ticket is created".
Build your Workflow and add a Notify Slack channel step.
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.
Note:
It's currently not possible to notify a Slack channel when a customer responds to a survey.
Slack notifications do not include replies from Fin AI Agent.
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 Slack 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.
FAQs
Can I support customers on Slack?
Can I support customers on Slack?
Yes, if you want to connect Slack as a support channel in Intercom, you can use our native Slack integration, or install the Channeled app. Both options enable customers to reach out to you on Slack and route these conversations directly to your Intercom Inbox, allowing you to handle your Slack support from one place.
However, if you're just wanting to notify your teams in Slack about conversation and ticket activity, you should install our Intercom app for Slack instead.
What's the difference between this "Intercom app for Slack" and the "Connect your Slack channel" integration?
What's the difference between this "Intercom app for Slack" and the "Connect your Slack channel" integration?
This "Intercom app for Slack" is our legacy app (@Intercom Notifications), which is installed from the App Store. Its primary function is to send one-way notifications from Intercom to your Slack channels (using the "Notify Slack channel" action in Workflows).
The Connect your Slack channel integration is our new native integration (@Intercom), which you set up from Settings > Channels > Slack. This integration is for two-way conversations, allowing you to use Fin AI Agent and manage Intercom conversations/tickets directly from Slack. It has the notification functionalities ported over from the legacy app but it’s not yet enabled if you are using the legacy app.
You can use both integrations at the same time. Many existing customers use this legacy app for their notification Workflows and have also installed the new native integration to handle conversations and tickets.
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