Slack integration

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Create a Slack integration with Paldesk to get new chat notifications and reply to chats directly from your Slack channel. Depending on your preferences, you can close the Slack conversation when it is assigned to an agent in Paldesk or keep the entire chat visible to all members of the channel. Learn how to set it up below!

How can I integrate Paldesk with Slack?

Please note that a Slack integration can only be configured by an administrator or an account owner. Follow these simple steps to set things up: 

Step 1: From the sidebar menu, select Administration, and proceed to Integrations. 

Step 2: Click on the Slack Agent Assistant tab, and then on the Add to Slack button, as pictured below: 

Image 1:  Integrate Paldesk with Slack

Step 3: Click on the “Allow” button when asked to grant permission to Paldesk to access your Slack workspace. Once you’ve done that, move on to the next step. 

Step 4: Next, you will be redirected back to your Paldesk dashboard. Please select the ‘+‘ icon in the upper right corner to add a new Slack channel.  

Step 5: A new form will appear, so please fill in the required information listed below. 

Image 2: Add the Slack channel

How can I configure my Slack channel?

In order to integrate your channel, edit the following options:

Slack channel name – the name of your Slack channel visible in your Slack account under Channels. The newly created channel will be private, not public.

Associated Paldesk group – a group of agents able to see and respond to chat messages in this channel.

Close Slack conversation when chat conversation is assigned to Agent – here you can decide if you would like to close the conversation in Slack once it’s assigned in Paldesk. You can also modify that option in the app, by clicking on the toggle switch next to the “Interrupt on assign” option. 

  1. When interrupt on assign is enabled, a Slack conversation will be closed if a chat is assigned in Paldesk. This means your channel member won’t be able to view the interaction or reply.
  2. In contrast, when interrupt on assign is disabled, a conversation will remain visible in the private Slack channel even if it’s assigned in Paldesk. Members of the integrated chat channel will be able to reply to a chat directly from Slack.

For instance, here’s what a Paldesk chat looks like in a Slack channel:

Image 4: Incoming messages in your Slack channel

Step 4.: Finally, once you’ve set everything up, click on the Create button. 

That’s it! You have successfully integrated Paldesk with Slack. This means your channel members can now monitor all your chats in real time or reply to them directly from Slack, depending on your configuration. 

If you want to change your settings or integrate another Slack channel, you can moderate the integration settings in Administration > Integrations > Slack, as seen below.

Image 4: Slack integration in Paldesk

How can I delete my Slack integration?

If you decide to edit or delete your Slack integration altogether, here is how you can do that: 

Video 1: Delete Slack integration

And that’s all you need to know in order to create and edit your Slack integration. As always, if you come across any issues, reach out to us via live chat at paldesk.com or email us at support@paldesk.com. We’ll be more than happy to help you set things up!

Slack integration was last modified: April 29th, 2020 by student@paldesk.com
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