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Send conversation outcomes to Slack so your team can act on them right away. For example, post a message to #sales when a lead says yes, or alert support when a caller asks for a human. There are three ways to connect Slack. Choose the one that fits your setup.

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Option 1: Slack app in the App Center

The Slack app is enabled per account. If its card in the App Center shows Turned off, email to turn it on.

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Connect

1

Find Slack in the App Center

Open App Center, search for Slack, and click +.
2

Authorize the workspace

Enter a Connection Name, click Connect, and approve access to your Slack workspace in the pop-up.
3

Invite the app to private channels

To post in a private channel, invite the app to that channel in Slack first. The Channel list in actions shows private channels only after the app is a member.

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Available actions

Several actions appear twice with the same name (for example Update Message, Delete Message, Get Channel History, Search Messages, Find User by Email). One form picks the Channel from a drop-down; the other takes a channel or user ID as text, for use with Find Channel or Find User by Email. Both work.
Search Messages, Search All, Delete Message, Set User Status, and Update Profile need a user token: they run as the person who authorized the workspace, using the user permissions granted when you connected. On Custom API Call, turn on Use User Token to do the same.

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Available triggers

Slack triggers are Instant: Slack sends the event to Callers as it happens. Use them on an agent’s Triggers node: New Message Posted to Channel, New Public Message Posted Anywhere, New Direct Message, New Mention in Channel, New Mention in Direct Message, New Command in Channel, New Command in Direct Message, New Reaction, Reaction Removed, New Channel, New User, New Saved Message, New Team Custom Emoji, and New Modal Interaction. See Triggers.

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Use in an agent

Add Send Message To A Channel as a post-conversation action, filtered to the outcomes you care about. Pick the Channel (turn off Only Channels the Bot Is In to list every channel) and write the Message. Slack mrkdwn formatting is supported. Build the message from variables and post-call analysis answers, for example:
Leave Send as Bot on (the default). Turning it off posts as the person who authorized the workspace. To reply in a thread, set Reply to Thread to the parent message’s timestamp or link; to attach a file, use Attachment. For a private note to one person, use Send Message To A User with the user picked from the list, or Send Direct Message with a User ID from Find User by Email.

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Option 2: Slack incoming webhook

Use this when you only need to post to one channel and the Slack app isn’t turned on for your account.
1

Create an incoming webhook in Slack

In Slack, create an app with Incoming Webhooks turned on, add a webhook to your channel, and copy the webhook URL. See Slack’s guide to sending messages using incoming webhooks.
2

Add a custom HTTP action

In your agent, add a post-conversation action and choose the custom HTTP action (Send HTTP request).
3

Configure the request

Set the method to POST, paste the webhook URL, and use a JSON body:
4

Test

Click Send Request. The message should appear in the channel.
Treat the webhook URL as a secret. Anyone with it can post to your channel.

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Option 3: Zapier

Use the Callers Call Ended trigger in Zapier, add a filter on the outcome, then a Slack Send Channel Message action. See Zapier.

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Troubleshooting

Invite the Slack app to the channel. Apps can’t post to private channels they aren’t members of, and such channels don’t show in the Channel list until the app joins.
The action runs as the person who authorized the workspace (search, delete, status, profile), and that authorization is missing or expired. Remove the connection in the App Center and connect again, or use a bot-friendly equivalent such as Get Channel History.
The variable has no value for that contact, or the post-call analysis question name doesn’t match. Check the variable names in the agent and test with a contact that has all fields.
A 404 or no_service response means the webhook was removed or the URL is wrong. Create a new webhook in Slack and update the action.

Actions overview

Post-conversation actions and outcome filters.

Webhooks

Send the full call result to your own server.

Zapier

Route call results to Slack and other apps.

App Center

Manage connections.