Does Simple Chat integrate with Slack?

Yes. Simple Chat posts to Slack channels you configure, and the design goal is narrow: summon staff when a conversation needs them, then get out of the way. Slack is a notification layer for your team, not a replacement for the inbox; it never turns into a live transcript feed.

When Slack gets pinged

A conversation that needs staff attention, such as an escalation or a case the AI shouldn't close alone. A custom rule in your configuration that tells the assistant to notify your team. And a stall guard: if the customer writes again while the ticket is still waiting and nobody has taken it, the escalation channel can be notified again so the reply isn't missed.

Which channels, under what conditions, is yours to define. There's no single fixed alert for every message.

Reply with @Simple Chat

In a reply to a Simple Chat notification thread, mention @Simple Chat with instructions — the same way you'd @SC in the dashboard. Example: @Simple Chat politely decline this request. That runs the internal agent on that ticket. If you ask it to write to the customer, it drafts the message for approval in Simple Chat rather than sending from Slack. Anyone in this Slack workspace can mention the bot in that thread; Slack Connect users from another organization cannot. Mentions outside a Simple Chat thread are ignored.

After your team takes over

Once a staff member is actively handling the conversation in the dashboard, Simple Chat stops posting escalation-channel messages for every customer follow-up, thank-you, or closing line. The thread lives in the dashboard from that point. Staff who already participated can still receive optional personal Slack DMs, and if the customer writes again after staff have gone silent, the escalation channel can fire again. A stalled ticket is exactly what it exists to catch.

On the ticket

When Simple Chat posts a Slack notification, that conversation's timeline records a timestamped system note. The note names the Slack channel and, when Slack accepted the message, includes a link to it so you can confirm routing from the ticket. It is an audit line, not a copy of the Slack thread; the full alert stays in Slack.

Slack settings and routing rules

You manage two things in Simple Chat: Slack settings, where you connect workspaces and choose eligible channels, and routing rules, which decide which channels may be notified and when, including escalation channels that always receive certain events. Channel routing and formatting live in your notification and tool configuration, so alerts match how your team actually works.