Does Simple Chat integrate with Slack?

Yes. Connect Slack in Simple Chat's Slack settings, choose eligible channels, and set routing rules for when your team should be notified.

Alerts can flag escalations, requests that need staff, and customer replies on tickets that are still waiting for help. Once staff are actively handling a conversation, routine follow-ups don't keep notifying the escalation channel. A stalled conversation can trigger another alert, and participating staff can receive optional personal DMs.

Giving instructions from Slack

Reply in a Simple Chat notification thread and mention @Simple Chat with an instruction, such as "Please draft a reply declining this request."

The internal agent works on that conversation. Customer-facing messages are drafted for approval in Simple Chat; mentioning the bot doesn't send them directly to the customer.

Members of the connected workspace can use these mentions. Slack Connect users from other organizations can't, and mentions outside Simple Chat threads are ignored.

Checking an alert

The conversation timeline records a timestamped note naming the Slack channel. When Slack accepts the message, the note includes a link to it. Your support conversation remains in the Simple Chat dashboard.