Slack integration

Chat with your users straight from Slack, and get notified when a new conversation is started from NeetoChat.

• Get notified when a user starts a conversation from the NeetoChat.

• Get conversation messages synced to the Slack notification channel thread

• Reply to conversations in-thread

  • Send and receive messages with attachments in the Slack Notification Channel thread

  • Enable other Slack workspace users to take part in Slack conversations

• Receive conversation-assigned activities on the Slack Notification Channel thread

Here is how to get started,

• Slack Authorization

• Configuring Slack Settings

• Configuring automation rules for Slack

• Slack messaging and activity updates overview

  • Receiving message updates on conversation Slack threads

  • Receiving activity updates on conversation Slack threads

Slack Authorization

• Go to Settings > Integrations.

  

• Click Connector switch to start the Slack integration process, enabling Slack integrations for the organization. The click opens the Slack Integration Settings page with stepwise installation.

  

• Select existing workspace or Add another workspace and click on Allow.

  

  Post authorization message

• On successfully completing the authorization process, a message is sent on behalf of the NeetoChat app on Slack to the #general channel.

  

  Slack Settings

  Slack Settings comprise a way to configure the Slack Notification channel

  

• Select any Notification Channel for receiving notifications from the NeetoChat. The notifications channel shall be used to broadcast generic updates.

  

Automation rules for Slack

Slack Integration in NeetoChat requires automation rules to be configured, for sending notification messages to Slack.

The automation rule needs to be applicable on Conversation with valid conditions selected and action selected to message to Slack with Slack channel configured for sending the conversation updates.

Messaging and Activity updates

New conversation message

Whenever a visitor starts a new conversation from the widget, provided the automation rule is configured, the conversation details are sent and synced to the Slack Notification channel configured in the automation rule.

Conversation content includes:

• Visitor email (With link)

• Link to View the conversation in NeetoChat

• Message content

• Assignee

• Status

• Last reply complete Timestamp

• Prechat response complete content

Conversation messages from Visitors and Agents

Messages from visitors through the chat widget and agents through the NeetoChat application are synced in the Slack Notification channel conversation message threads,

vice versa, messages from the Slack notification channel conversation threads are synced to the NeetoChat application and chat widget.

• For messages sent from Slack, if the workspace user is present in NeetoChat, then the conversation shall be assigned to the user like in the NeetoChat app. If the workspace user is not present on NeetoChat the conversation will be assigned to Slack Integration authorizing user.

• Integration supports the use of attachments on synced chat/widget messages added in the Conversation channel and messages sent from Slack. The messages synced from the widget/chat application are displayed as previewable hyperlinks in the synced messages.

  

Conversation activity updates

Conversation assigned message

Whenever a conversation is assigned to a Team or an individual agent, an update with the assignee is sent to the conversation thread.

Conversation unassigned message

On unassigning a conversation the given update will be received on the conversation thread.