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Integrations do two kinds of work in Sayless:
  • Channels bring customer messages into the inbox and send your replies back: email, Slack, Microsoft Teams, and Telegram. The chat widget and customer portal are built in; see Chat widgets and Customer portal.
  • Tools connect work that happens elsewhere: Linear and Jira issues on tickets, Gong calls on companies, and Jam screen recordings in conversations.

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At a glance

All integrations live under Settings > Apps. Workspace connections need an admin. Personal connections (Slack, Telegram, Linear, Jira) are per agent and let you act as yourself.

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How channel messages become conversations

Channels that carry ongoing group chat (Slack, Telegram) don’t have a natural “ticket” boundary, so Sayless groups messages into conversations:
  • A reply to a message (a Slack thread reply, a Telegram reply) joins that message’s conversation while it’s open.
  • Otherwise, a message joins the channel’s recent conversation: the same person within the last 2 hours, or anyone within the last hour.
  • After that, a new message starts a new conversation.
Teams channels already have threads, so each Teams post and its replies are one conversation. Email threads by the email’s reply headers. Messages come in from the channels and groups you’ve connected. Link each one to a company so its conversations carry that company and show up on the company’s page. Telegram only reads groups that are linked to a company.

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Who customers see when you reply

On Slack, Microsoft Teams, and Telegram, your reply goes out as you when you’ve connected your personal account, and as the workspace bot otherwise. Connect your personal account from Settings > Apps if customers should see your name.

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Contacts from channel messages

When someone new writes in a connected channel, Sayless creates a contact for them. On Slack and Teams it uses their account’s email, and a work email also links the contact to that company. Your own team often sits in the same groups as customers. On Telegram, list teammates under Internal users so their messages are attributed to them instead of creating customer contacts; see Telegram.