Handle Chat from Slack

Owned by Władysław Bodzek
Last updated: Jan 31, 2020
2 min read

Having configured your notification for new chats from customers you may answer them without leaving Slack.

Starting a chat

  1. When you receive a notifications about new chat, click Answer in Slack button. This will create a new private channel and invite you and our bot. Unfortunately Slack does not allow to link private channels so the name will be visible and you need to open this channel manually.

     

  2. Everything that appears in this LiveChat conversation will be forwarded to the newly created channel by our bot.

  3. If you write a message in this channel it will also be forwarded to LiveChat as if you typed it in LiveChat and the customer will see that message.

Slack channel

Each and every chat will get a unique dedicated private Slack channel to allow you to talk with the customer. Everything you type there will be sent directly to the customer as if you entered the message in LiveChat. Similarly everything the customer sends will be forwarded to this Slack channel. In short words you will have the same conversation in Slack as you normally have it in LiveChat.

Notes and limitations

The conversation takes place in Slack so all the extra functionality available in LiveChat (like quick answers, file sharing etc.) will not be present in this mode. On the other hand you can always close this channel, open this chat in LiveChat and continue the conversation there when you need it.

Normally you can send and receive files with the customer but it is not available in this mode.