Slack

What is Slack integration?

Slack is a well-known cloud-based instant messaging platform. Slack is used to connect with your co-workers and instantly chat with them about work-related issues, projects or even to have a casual conversation in your downtime. It’s popular because it’s simple and many businesses started using it as their main communication channel.

Slack has started as a simple project which aimed to make customer feedback their priority and provide a simple space for communication within companies. Therefore it’s no wonder that Slack became the most popular messaging platform for businesses worldwide.

Each time someone sends a message to you or a channel you’re in, you receive a notification. From sales, human resources, or product development, everything is unified into one single hub.

Why LiveAgent’s Slack integration matters

But how about customer support? To make the best use of Slack and LiveAgent, we have introduced a new feature to keep you in the loop even when you’re taking care of other matters. Your customer service skills will stay sharp. LiveAgent makes it easier for you to follow up on your tickets via Slack notifications.

Never miss a customer’s inquiry even while you’re discussing other ideas. Let your agents know about the newest updates with Slack and LiveAgent integration.

Core benefits

Never miss a single ticket while you’re Slack-ing

With LiveAgent’s Slack integration you can see what is happening with your tickets while you’re taking care of business on Slack. Every time a new ticket is opened, solved or whenever you get a reply from a customer you will be kept up to speed via Slack’s notification panel.

Find out important updates about rules

Find out if anything important has changed in your LiveAgent rule setup. Every time a rule is changed while you’re in Slack, you will get notified about it.

Easy Setup

Setup is easy from LiveAgent’s configuration panel and takes only a few minutes to complete. Everything will be ready and set up in no time so you can focus on the important things.

Keep your agents in touch

Send out messages to Slack from LiveAgent to discuss ideas, provide advice or keep your agents up to speed with the ‘send Slack message" option.

Customize your notifications

Notification templates can be easily customized to your preference. Say goodbye to unanswered tickets and get Slack notifications about each new ticket, or ticket response.

Business benefits

• Slack integration saves you valuable time by being constantly aware of what is happening in your dashboard
• Automatic notifications about newly created tickets, existing tickets, and new rules
• Inform your agents on Slack through LiveAgent easily by sending a message to your channel
• Easy to implement, no complicated procedures
• Improved team collaboration and communication
• Faster response times to customer inquiries
• Better ticket management and organization

How to set up Slack notifications

Setting up your Slack notifications is easy to do on your own. Never let anyone miss out on a ticket or an important update in your rules. There are only a few steps to do, let’s have a look at what they are.

Step 1: Activate Slack feature

The very first step is to set up your Slack feature. You can find it in the list of Features in your LiveAgent admin panel. Go to Configuration and find Slack.

Step 2: Authorize with Slack

After the activation is complete, click on the ‘add to Slack" button. The button will appear again in the Slack configuration selection. Then a standard authorization window pops up where you’ll authorize LiveAgent to access your Slack workspace.

Step 3: Configure notifications and rules

When you successfully finish integrating your Slack with LiveAgent, you can set up a new rule action ‘Send Slack message". Every agent also has an option to set Slack notifications in their “Edit profile” section. After they set up their Slack, a user confirmation test message is required to go directly in Slack.

Step 4: Customize your preferences

Ready to give it a try? Follow these three easy steps and try sending a ticket from your LiveAgent dashboard to see how it works. Customizing notifications is easy enough to do. Just go to Slack configuration and have a look at all the options. Pick the one that suits you the best.

What can you do with Slack integration?

• Receive instant notifications - Get alerts for new tickets, ticket responses, and rule changes directly in Slack
• Send messages to Slack - Communicate with your team about customer inquiries without leaving Slack
• Customize notification templates - Tailor notifications to match your team’s preferences
• Set up custom rules - Create automated actions that send specific messages to Slack based on ticket conditions
• Improve team coordination - Keep all team members informed about customer support activities
• Reduce response times - Never miss a customer inquiry while working on other tasks

Ready to overcome Slacking?

Slack and LiveAgent are both very powerful tools, with each serving a different purpose. Getting stable, reliable and intuitive software is always a valuable investment for you and your company. Slack as a communication tool is invaluable and with Slack and LiveAgent together, your business will be ready to thrive, your agents will always be notified about updates and your customers are always taken care of quickly and efficiently.

Define support in a completely new way and share examples of good customer service within your channels. Why not find out for yourself? LiveAgent offers great pricing and reliable support for a reasonable price. See our flexible pricing plans or try it out for free.

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