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Integrations

Slack for team alerts and B2B customer support

CONTACT.WORK works with Slack in two directions. The platform posts alerts to your team channels – a new lead, a missed call, an SLA breach, a negative review – each with a link to the CRM record. In the other direction, messages from B2B customers in shared Slack Connect channels land in the CONTACT.WORK queue, and agents answer them from the platform instead of watching dozens of channels.

Get a quotePricing
2 directionsalerts out, customer messages inUse one or both
$0for Slack API accessSlack seats are billed by Slack
$60per developer hour on ProFrom 8 hours a month, before applicable taxes
1 recordfor Slack, calls, and emailCustomer history stays in CONTACT.WORK

Capabilities

What you get with Slack

Alerts with a CRM linkA missed call or a fresh lead shows up in the right channel with a link that opens the record, so nobody has to search for it.
Slack Connect in the queueEach Slack Connect channel with a customer turns into a CONTACT.WORK conversation that has an assigned agent and a reply-by time.
Replies stay in SlackAgents answer from the platform; the customer sees the reply in the same shared channel and thread.
Escalations to supervisorsWhen a chat goes past its deadline or a customer is unhappy, a supervisor gets pinged in Slack and can jump in.

Examples

How teams use Slack with CONTACT.WORK

You can start with alerts and add Slack Connect support later, or launch both at once.

A missed call lands in #sales

A prospect calls after hours and nobody picks up. A minute later the sales channel gets a message with the caller's number, the line they dialed, and a button that opens the CRM record. The same works for a new web lead, a ticket past its SLA, or a one-star review on Google Maps.

  • Event, time, and source in one line
  • Link straight to the CRM record
  • Separate channels per team or location
Example 1 of 3

We can connect any Slack message type your process needs: channel posts and threads, direct messages to your app, files and screenshots, alerts with buttons, and slash commands.

How it works

What changes for your team

Shared inbox

Slack Connect channels in one queue

Without the integration, account managers watch every customer channel by hand. With CONTACT.WORK, those channels feed the shared inbox, where chats are assigned by account, topic, or language, and every message is tracked like a call or an email.

  • Assigned by account or topic
  • Customer history next to the chat
  • No need to sit in every channel

CRM

Every alert points to a record

Alerts carry a link to the lead, deal, or ticket in Salesforce, HubSpot, or whichever CRM the platform is connected to. When an agent replies in a Slack Connect chat, the thread is also added to that customer's CRM record.

  • Links to leads, deals, and tickets
  • Slack chats saved to the record
  • Works with any CRM that has an API

Reports

Slack support in the same reports as calls

Reports show how fast agents replied in Slack Connect channels, which accounts write most often, and how many chats went past their deadline. Supervisors compare Slack with phone and email in one view.

  • First response time in Slack
  • Chats per account
  • Missed deadlines

Setup

How a Slack project runs

  1. 01DiscoveryWe list the events you want in Slack, the channels they go to, and which Slack Connect channels should reach the queue.
  2. 02Slack appYour Slack admin installs the app we prepare for your workspace and approves the permissions it asks for.
  3. 03DevelopmentOur developers build the alert rules, the queue connection for shared channels, and the links to your CRM.
  4. 04RoutingWe decide who owns which customer channel, set response deadlines, and pick the supervisors' escalation channel.
  5. 05TestingWe trigger each alert, post test messages in a shared channel, and check that replies come back to the right thread.
  6. 06LaunchThe team switches over, and during week one we adjust how many alerts go out so Slack channels stay readable.

Requirements

What you need to connect Slack

Slack workspace
Admin rights to install a custom app
Slack Connect
A paid Slack plan on your side or the customer's side
Channels
A list of team channels for alerts and customer channels for the queue
Platform
Hosted by us, or an on-premises server that can make outbound calls to the Slack API
CRM
Optional: the CRM where alert links should point
Cost
Developer hours at $60 on the Pro plan, or Maxi hours; Slack charges for Slack seats

Preparation

What to prepare for the Slack project

Which events matter?New leads, missed calls, SLA breaches, negative reviews – and anything else your team reacts to.
Where should alerts go?One channel per team, location, or product line, so people see only their own events.
Who uses Slack Connect?The customer accounts you already share channels with, and who owns each one.
Which Slack plan are you on?Shared channels with external companies need a paid plan on at least one side.
Which CRM do you use?So each alert can link to the right lead, deal, or ticket.
Who approves the app?A Slack workspace admin who can install the app and review its permissions.

Q&A

Frequently asked questions

Can customers reach us through Slack?

B2B customers can, through Slack Connect: a channel shared between your workspace and theirs. Messages there go to the CONTACT.WORK queue. For consumers, Slack isn't the right channel – connect WhatsApp, web chat, or SMS instead.

Which Slack message types can you connect?

Any type your process needs: posts and threads in shared channels, direct messages to your app, files and screenshots, alerts with buttons such as "Open record" or "Take it", and slash commands.

Do our agents need Slack accounts?

Agents who answer Slack Connect chats work in CONTACT.WORK, and replies are posted through the integration. If you want replies to appear under each agent's own Slack name, those agents need Slack seats; otherwise replies go out from the app. We settle this during discovery.

Which events can trigger an alert?

Typical ones are a new lead, a missed call, a chat or ticket past its SLA, and a negative review. Any event the platform records can become an alert, with its own channel and wording.

What does a supervisor escalation look like?

A short message in the supervisors' channel: which customer, what happened, how long the chat has waited, plus a link that opens it. The supervisor opens it in CONTACT.WORK and reassigns or answers.

Is the Slack conversation saved anywhere besides Slack?

Every Slack Connect chat handled in the queue is stored in CONTACT.WORK with the customer record, and can be copied to your CRM. That's useful on Slack's free plan, which limits how far back message history goes.

Can the AI agent answer in Slack Connect channels?

It can handle common questions using the knowledge base and bring in a human agent when someone has to make a call on the case. Language model usage is charged on top, at the rates on our pricing page.

Does it work if CONTACT.WORK runs on our own servers?

It works as long as your server can reach the Slack API over the internet. If your company keeps team chat inside its own network, look at our Mattermost integration.

How much does it cost?

There are two separate bills. Your support plan covers the platform; the Slack work comes on top. CONTACT.WORK charges for building the Slack integration in developer hours: $60 each on Pro, with at least 8 hours bought per month, or Maxi hours. You get an hour estimate after discovery, before work starts. Slack bills you directly for your Slack plan, per user; Slack Connect with outside companies needs a paid plan on at least one side. Slack doesn't charge for API access, and CONTACT.WORK adds no license or per-seat fee. Prices are before applicable taxes.

Pricing →

Glossary

Terms on this page

CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. Learn more →
Escalation – passing an inquiry to the next level
Passing a complex inquiry to a specialist at the next level. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →
Knowledge base
All answers, policies, and prices in one place – for agents and AI. Learn more →
Large language model (LLM)
A neural network that understands questions asked in everyday words and answers the same way. Learn more →

More

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Blog

Fresh from the blog

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