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Slack Integration

Slack Integration

Connect GudDesk to Slack to receive notifications and reply to customers directly from Slack.

The Slack integration lets your team receive conversation notifications in Slack channels and reply to customers without leaving Slack.

Setting Up

1. Connect Your Workspace

  1. Go to Dashboard > Settings > Integrations
  2. Find Slack and click Connect
  3. Authorize GudDesk to access your Slack workspace
  4. Select the default channel for notifications

2. Configure Notifications

Choose which events trigger Slack notifications:

EventDescription
New conversationA customer started a new conversation
New messageA customer replied to an existing conversation
AssignmentA conversation was assigned to you
EscalationAn AI agent escalated to a human
MentionA team member mentioned you in a note

3. Channel Mapping (Optional)

Route notifications to specific channels based on tags or teams:

ConditionSlack Channel
Tag: "billing"#support-billing
Tag: "bug"#engineering-bugs
Team: Enterprise#enterprise-support
Default#support-general

Replying from Slack

When you receive a conversation notification in Slack:

  1. Click Reply on the notification message
  2. Type your response in the thread
  3. Your reply is sent to the customer through GudDesk

Internal notes: Start your message with /note to add an internal note instead of a customer-facing reply.

Slash Commands

CommandDescription
/guddesk statusShow your open conversation count
/guddesk assign @user conv_idAssign a conversation
/guddesk resolve conv_idResolve a conversation
/guddesk snooze conv_id 2hSnooze a conversation

Requirements

  • A Slack workspace with permission to install apps
  • GudDesk Pro plan (for bi-directional replies) or Free plan (notifications only)
  • SLACK_CLIENT_ID and SLACK_CLIENT_SECRET environment variables configured (self-hosted only)
WebhooksEmail