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If you talk to customers in shared Slack channels (Slack Connect or your own workspace), the Slack integration brings those channels into the Sayless inbox. Your team assigns, tracks, and answers them like any other conversation, and replies go back to the channel. Available on the Growth plan and above. An admin connects the workspace once; each agent can connect their own Slack account to reply as themselves.

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How it works

  • The workspace connection installs the Sayless app in your Slack workspace. It reads messages in the channels you connect and posts replies.
  • Connected channels are the only ones Sayless reads. Link each to the customer’s company so conversations show on that company’s page.
  • Personal connections let each agent reply as themselves instead of as the Sayless app.

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Which conversation a message lands in

  1. A thread reply joins the conversation of the message it replies to.
  2. Otherwise the message joins the channel’s recent conversation: one where the same person wrote in the last 2 hours, or where anyone wrote in the last hour.
  3. Otherwise it starts a new conversation.
Messages posted by bots (including Sayless broadcasts) and join/leave notices don’t create conversations.

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What syncs

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Contacts and companies

When someone new writes in a connected channel, Sayless creates a contact from their Slack profile (name, email, title, photo). If they use a work email, the contact is linked to the matching company.

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Set up Slack

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1. Connect your Slack workspace (admin)

  1. Open Settings > Slack.
  2. Under Workspace Integration, click Connect and approve the Sayless app in Slack.

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2. Connect channels

  1. Open Settings > Slack > Channels and click Add from Slack.
  2. Pick the customer channels to connect.
  3. Open each channel and link it to its company.
Use the Linked to Company and Not Linked filters to find channels that still need a company. Messages sent after a channel is connected appear in the inbox.

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3. Reply as yourself (each agent, optional)

Open Settings > Apps and add Slack with your own account. Your replies then come from you in Slack instead of the Sayless app. Your personal account must be in the same Slack workspace as the workspace connection; otherwise Sayless keeps sending as the app.

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Escalate to your team

To pull engineering or another internal team into a ticket or conversation, designate internal Slack channels as escalation channels. Threads there sync back to the record and are never shown to customers.

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Broadcasts

Slack is also how broadcasts reach customer channels. Broadcast profiles set who a broadcast appears to come from:
  1. Open Settings > Slack and find Broadcast Profiles.
  2. Click Create Broadcast Profile, enter a name, and optionally upload an avatar (5 MB max).
Pick the profile when you send a broadcast. Broadcasts need the workspace Slack connection.

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Troubleshooting

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Disconnect

Disconnecting workspace Slack stops Slack for everyone: no new messages come in, replies can’t be sent, and broadcasts to Slack stop. Conversations already in Sayless stay.