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Answering conversations from Slack

If your team already lives in Slack, you can connect it to ChannelX and handle inbox conversations without leaving your workspace. Replies you send from Slack reach the customer as if you'd sent them from ChannelX.

Connecting Slack

  1. Go to Settings → Integrations → Slack and click Connect.
  2. Enter your Slack workspace URL when prompted.
  3. Review the requested permissions and allow the app to access your workspace.
  4. You'll land on a setup screen listing your public and private channels. Pick the channel where you want ChannelX conversations to appear, then click Update.

The integration is now active, and new conversations will flow into the chosen channel.

Replying and taking notes

Reply to a customer. When you respond inside the conversation's Slack thread, the customer receives the message under your agent profile in ChannelX.

Create a private note. Prefix a Slack message with note: and it becomes a private note in ChannelX instead of a customer-facing reply, notifying any agents you tag.

Always reply in the thread

Each Slack thread maps to one conversation. ChannelX uses the thread ID to route your reply, so a message posted outside the thread will not appear in the conversation.

Connecting a private channel

ChannelX isn't added to private Slack channels automatically — you add it by hand:

  1. After authenticating with Slack, you'll be redirected to the ChannelX channel-selection page. Leave it open.
  2. In Slack, open the private channel, click the member icons at the top, and go to Integrations → Add apps.
  3. Search for the ChannelX app and add it to the channel. Slack confirms when it's added.
  4. Return to ChannelX, refresh the page, select the now-visible channel, and finish the setup.

If the private channel still won't connect, connect a public channel first, then remove the integration on the ChannelX side and reconnect it.

Common questions

My reply isn't showing up in ChannelX — why? You almost certainly replied outside the thread. Post your response inside the same thread as the original message so ChannelX can match it to the conversation.