Documentation

Slack Integration

Get real-time notifications and respond to escalations directly in Slack.

Connect tahc to Slack to receive instant notifications and respond to customers without leaving your workspace.

What You Get

  • Real-time alerts for new conversations and escalations
  • Conversation previews directly in Slack
  • Quick actions to claim or respond
  • Team coordination in dedicated channels

Slack integration is the fastest way to ensure your team never misses an escalation.

Setting Up Slack

Go to Integrations

Navigate to Settings > Integrations in your tahc dashboard.

Click 'Connect Slack'

Find Slack in the integrations list and click connect.

Authorize in Slack

You'll be redirected to Slack. Choose your workspace and authorize tahc.

Choose channels

Select which Slack channels should receive notifications.

Configure notifications

Choose which events trigger Slack messages.

Notification Types

New Conversation

Sent when a customer starts chatting:

🆕 New conversation from John Smith
📍 on yoursite.com/pricing
💬 "Hi, I have a question about your Pro plan"

[View in tahc] [Claim Conversation]

Escalation

Sent when AI escalates to human:

🚨 Escalation requested
👤 Sarah Connor
📍 on yoursite.com/checkout
💬 "I need to speak with someone about my order"
⚠️ Confidence: 45%

[View in tahc] [Claim Conversation]

Customer Waiting

Sent when no one responds:

⏰ Customer waiting (5 minutes)
👤 Mike Johnson
💬 Last message: "Is anyone there?"

[View in tahc] [Claim Conversation]

Configuring Notifications

Which Events to Send

In Settings > Integrations > Slack, toggle:

EventDescription
New ConversationsWhen customers start chatting
EscalationsWhen AI requests human help
Waiting AlertsWhen customers wait too long
Conversation ClosedWhen conversations are resolved

Waiting Alert Timing

Configure how long before sending a waiting alert:

  • 2 minutes (aggressive)
  • 5 minutes (balanced)
  • 10 minutes (relaxed)

Business Hours Only

Optionally only send during your configured business hours.

Channel Configuration

Single Channel

Send all notifications to one channel:

#customer-support

Best for small teams where everyone handles all conversations.

Multiple Channels

Route different notifications:

Event TypeChannel
Escalations#urgent-support
New conversations#support-queue
Closed conversations#support-log

Private Channels

You can use private channels for sensitive notifications.

Responding from Slack

Claiming Conversations

Click Claim Conversation to:

  • Assign the conversation to yourself
  • Mark it as being handled
  • Notify other team members

Viewing in Dashboard

Click View in tahc to:

  • Open the full conversation
  • Access customer information
  • Use AI Copilot for responses

Quick Responses

With Slack's link, you can:

  1. Open the conversation
  2. Read the full context
  3. Respond to the customer
  4. Close when resolved

Direct responding from Slack (without opening the dashboard) is coming soon!

Team Mentions

Mentioning Specific People

Configure routing to mention team members:

@sarah-support please handle VIP customers
@john-tech for technical questions

Using Slack User Groups

Route to groups for escalations:

@support-team - for general support
@engineering - for technical issues
@sales - for pricing questions

Troubleshooting

Not Receiving Notifications

  1. Check the integration is connected
  2. Verify the channel exists
  3. Confirm notification settings
  4. Check Slack app permissions

Wrong Channel

  1. Go to Settings > Integrations > Slack
  2. Click Configure
  3. Select the correct channel
  4. Save changes

Duplicate Notifications

  1. Check you haven't connected multiple times
  2. Verify only one channel per notification type
  3. Remove duplicate connections

Bot Not in Channel

  1. In Slack, go to the channel
  2. Click Add apps
  3. Find and add tahc
  4. Or invite with /invite @tahc

Advanced Configuration

Filtering Notifications

Use orchestrations to filter what goes to Slack:

Only high-priority escalations:

Condition: confidence < 0.4
Action: notify_team

VIP customers only:

Condition: url_contains: /enterprise
Action: notify_team: #vip-support

Custom Message Format

Contact support to customize:

  • Message format
  • Which fields to include
  • Button labels
  • Emoji usage

Best Practices

Dedicated Channel

Create a dedicated #tahc-alerts channel:

  • Keeps notifications organized
  • Easy to monitor
  • Doesn't spam general channels

Set Up Reactions

Use Slack reactions to track status:

  • 👀 — Someone is looking
  • ✅ — Handled
  • ❌ — Couldn't resolve

Rotation Schedule

Combine with Slack's rotation bots:

  • Assign on-call person
  • Rotate responsibility
  • Ensure coverage

Response Expectations

Set team expectations:

  • Claim within 2 minutes
  • Respond within 5 minutes
  • Escalate if stuck

Disconnecting Slack

If you need to disconnect:

  1. Go to Settings > Integrations > Slack
  2. Click Disconnect
  3. Confirm disconnection

To reconnect, follow the setup steps again.

Next Steps

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