Connecting Slack

Handle customer conversations directly from Slack with two-way message sync.

What the Slack Integration Does

• Two-way messaging: Reply to customers from Slack - messages sync back to HelpLane automatically
• Dedicated channels: Each conversation gets its own Slack channel (hl-*) with full context
• Inbox notifications: New conversations are announced in #helplane-inbox
• Slash commands: Assign, close, add notes, set priority, and check visitor status without leaving Slack
• Visitor presence: See if customers are online and what page they're viewing

Accessing Integration Settings

• Go to Settings in the left sidebar
• Select Integrations

Setting Up Slack

• Find Slack in the integrations list
• Click Connect
• You'll be redirected to Slack to authorize HelpLane
• Select your workspace and click Allow
• You'll be redirected back to HelpLane

Mapping Team Members

For agents to reply from Slack, they need to be mapped to their Slack accounts:

• Go to Settings > Integrations > Slack
• Click User Mappings
• For each HelpLane agent, select their corresponding Slack user
• Click Save

When an agent replies in a Slack conversation channel, their message is attributed correctly in HelpLane.

How It Works

New Conversations

When a customer starts a conversation:

• A dedicated Slack channel is created (e.g., #hl-a00042)
• A notification is posted to #helplane-inbox
• All mapped team members are automatically invited to #helplane-inbox

Replying to Customers

• Join the conversation's Slack channel
• Type your reply as a normal message
• Your message is sent to the customer through HelpLane

Note: Only messages from mapped users are sent to customers. Messages from unmapped Slack users are ignored.

Slash Commands

Use /hl-* commands in any conversation channel for quick actions:

Visitor Presence

Check if a visitor is online and what page they're viewing:

• Go to the conversation's Slack channel
• Type /hl-presence
• You'll see:
• Online/offline status
• Last seen time
• Current page title and URL (if available)

This helps you respond while customers are still engaged.

Agent Assignment

When you assign a conversation to an agent in HelpLane:

• The agent is automatically invited to the Slack channel
• They can start replying immediately

Disconnecting

To disconnect Slack:

• Go to Settings > Integrations
• Find Slack and click Manage
• Click Disconnect

Note: Disconnecting will stop message sync. Existing Slack channels will remain but will no longer sync with HelpLane.

Troubleshooting

Messages not appearing in Slack

• Check that the brand has Slack connected in Settings > Integrations
• Verify the conversation was created after Slack was connected

Replies from Slack not reaching customers

• Ensure the agent is mapped in User Mappings
• Check that the message was sent in a conversation channel (hl-* channels)

Can't see #helplane-inbox

• The channel is created when the first conversation comes in
• Check if you've been invited to the channel
• Ask a workspace admin to invite you