Slack Integration Setup

Connect your AI agent to Slack for seamless two-way customer support. Handle escalations from your team without leaving Slack.

Quick Start (3 Steps)

Click 'Connect Slack' in your agent's Integrations tab and authorize EmbedBot to access your workspace.

Tip: You can connect any Slack workspace - just sign in to the right one during OAuth.

Choose which channel should receive escalated conversations. This is where your team will respond to complex issues.

Tip: Pick a channel like #support, #escalations, or #customer-success. You can change this anytime.

In Slack, type /invite @EmbedBot Escalations in your selected channel so it can post messages.

Tip: The bot needs to be in the channel to send escalation notifications.

When a customer emails and AI escalates, your team gets notified in Slack instantly.

Reply in the thread and it sends back to the customer via email automatically.

Type !resolve in the thread to close the escalation and hand back to AI.

Customer emails: "I need a refund for my subscription"

AI detects refund intent and classifies as escalation

Notification appears in #support Slack channel

Includes customer email, message preview, and urgency level

Your team replies in thread: "Hi, I can help with that refund..."

Reply sends back to customer via email automatically

Type !resolve when done

AI takes over again for future messages

Make sure @EmbedBot Escalations is invited to the channel. In Slack, type:

/invite @EmbedBot Escalations

Ensure you're replying in the thread of the escalation message, not the main channel.

Go to your Agent → Integrations → Disconnect Slack → Reconnect and select new channel.

Connect Slack to your agent now