Slack Integration

Send notifications and alerts to Slack channels from chat events.

What It Does

BotDesk can send messages to Slack when certain events occur—like a new lead captured, a ticket escalated, or a negative feedback received.

Common Use Cases

Trigger	Slack Message
New lead captured	"#leads: New lead from BotDesk - John (john@example.com)"
Human handoff requested	"#support: Escalation needed - [conversation link]"
Negative sentiment detected	"#alerts: Unhappy customer detected - [link]"
Daily summary	"#reports: 127 conversations handled today"

Setup Steps

Step 1: Create Slack App

1. Go to api.slack.com/apps
2. Create a new app from scratch
3. Add "OAuth & Permissions" scopes: chat:write, channels:read
4. Install the app to your workspace
5. Copy the Bot User OAuth Token

Step 2: Connect to BotDesk

1. Go to Actions → Slack in BotDesk
2. Paste the OAuth Token
3. Select which channel to post to

Step 3: Configure Triggers

Set up when to notify Slack:

• On every conversation
• On escalations only
• On lead capture
• Daily/weekly summary

Notes

• You can connect multiple channels for different event types
• Messages are customizable (variables like customer name, email)
• Works with public and private channels (if bot is added)