Home Apps and Integrations How to answer conversations from Slack?

How to answer conversations from Slack?

Last updated on Nov 10, 2025

VowChat's Slack integration allows your team to manage customer conversations directly from Slack, enabling faster responses without switching between applications.

How to Integrate Slack with VowChat

Step 1. In VowChat, go to Settings → Integrations → Slack

Step 2. Click Configure

Step 3. Enter your Slack workspace URL

Step 4. Review and allow the requested permissions

VowChat needs these permissions to:

  • Read messages from the selected channel

  • Post messages on your behalf

  • Access your workspace information

Step 5. Select the Slack channel where you want to receive conversations

Step 6. Click Allow to complete the integration

Your VowChat conversations will now appear in the selected Slack channel!

How to Reply from Slack

Reply from Agent Profile

When a conversation arrives in Slack, you can reply directly:

Step 1. Locate the conversation thread in your Slack channel

Step 2. Click Reply within the thread (not in the main channel)

Step 3. Type your message

Step 4. Send the message

Important: Always reply in the thread, not in the main channel. Replies in the thread go to the customer, while messages in the main channel become private notes.

Create Private Notes from Slack

You can add internal notes visible only to your team:

Step 1. In the conversation thread, start your message with note:

Step 2. Type your internal note

Step 3. Send the message

The note will appear in VowChat but won't be sent to the customer.

Example:

note: Customer mentioned they've been waiting for 3 days. Escalate to manager.

Integrating with Private Slack Channels

If you want to use a private Slack channel:

Step 1. Invite the VowChat app to your private channel

Step 2. In Slack, type /invite @VowChat

Step 3. Select the VowChat app from the list

Step 4. Complete the integration setup in VowChat settings

Now your private channel will receive VowChat conversations.

How to Delete Slack Integration

If you need to disconnect Slack:

Step 1. Go to Settings → Integrations → Slack

Step 2. Click the Delete button

Step 3. Confirm the deletion

This will remove the integration, and conversations will no longer appear in Slack.

Important Notes

For Integrations Before September 2023

If you integrated Slack before September 2023, you may need to reconnect:

  1. Delete the existing integration

  2. Follow the setup steps above to create a new integration

  3. This ensures you have the latest features and security updates

Thread Etiquette

  • Always reply in threads: Keeps conversations organized

  • Use main channel sparingly: Only for team coordination

  • Tag teammates: Use @mentions to involve specific team members

  • Use emojis: React to messages for quick acknowledgments

Benefits of Slack Integration

  • No app switching: Answer customers from where your team already works

  • Faster responses: Get notified instantly in Slack

  • Team collaboration: Discuss responses with teammates before sending

  • Private notes: Add context without customers seeing it

  • Mobile access: Respond from Slack's mobile app

Best Practices

Organization

  • Use dedicated channels: Create separate Slack channels for different VowChat channels

  • Set channel topics: Describe which VowChat channel feeds into each Slack channel

  • Archive old threads: Keep your Slack workspace clean

Response Management

  • Assign ownership: React with emojis to claim conversations

  • Set response times: Establish team SLAs for Slack-based responses

  • Use threads consistently: Never reply in the main channel to customers

Team Collaboration

  • Internal discussions: Use private notes for team communication

  • Escalation procedures: Tag managers or specialists when needed

  • Knowledge sharing: Share helpful responses with the team

Troubleshooting

Messages not appearing in Slack?

  • Verify the integration is still connected

  • Check if you selected the correct Slack channel

  • Ensure the VowChat app has proper permissions

Replies not sending to customers?

  • Make sure you're replying in the thread, not the main channel

  • Verify your Slack account is linked to your VowChat agent profile

  • Check if the conversation is still open in VowChat

Private channel not working?

  • Confirm the VowChat app was invited to the private channel

  • Re-invite the app using /invite @VowChat

  • Reconnect the integration if needed