Slack integration

To add Slack as an integration, click on Settings > Tools & IntegrationsSlack.  

On the Slack page, you will then see the Connect button at the bottom of the page.  Click on it to begin setting up the integration.  Doing so will take you to the Slack website where you will be asked to login to your team’s workspace.  Once you login or if you already are logged in, Slack will ask you to give Textline permission to view messages in Slack and perform actions.  These permissions allow Textline to interact with your Slack environment, but rest assured we only are using these permissions to interact with the messages that we post into Slack.

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Once you have allowed Textline to interact with Slack, you will be redirected back to Textline.  From here, you will select how you would like Textline to send messages to Slack.  The default setup is to send All Departments to one Slack channel (read below if you would like to send notifications to private channels).  You can however configure the integration to send individual Departments to different Slack channels.  You can configure as many groups as needed.

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This integration will send all inbound Textline messages and, if configured, all actions through to your selected Slack channels. The notification in Slack will also include a link to the Conversation in Textline, enabling you to easily access, and respond to the message.  We also include buttons for Slack agents to interact with Textline messages.  From within Slack you can take the following actions:

  • Respond using a Textline Shortcut
  • Respond using a custom message
  • Whisper
  • Claim/Transfer
  • Resolve
  • Reopen a Resolved Conversation

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Please note that to be able to use these buttons in Slack, you must already be a Textline user and the email you use to login to Slack must be the same as your Textline user.  If not, any actions you take will not work.  If you would like to update your user’s email address, head to your user profile in Textline.

Note for existing users: If you have the Slack integration connected to your Textline organization before the update was made in August 2020, you will need to disconnect and reconnect the integration to get access to the action buttons.  If you do not, the buttons will appear grey in Slack and you will not be able to use them.

Private Channels

By default, private Slack channels will not show in the dropdown list.  In order to have Textline notifications be sent to a private channel, you will need to 

  1. Setup Textline to go to a public channel.  This will add the bot to your Slack environment.
  2. Add the Textline bot to the private channel by mentioning them in the channel, @Textline.
  3. Head back to Textline and switch the integration to send notifications to the private channel, which is now visible in the dropdown list.

 

We hope this article helps!  If you have any questions or comments, please reach out to Textline support at +1 (415) 849-4349 or support@textline.com