Support Badger

Slack Integration

Connect Support Badger with your Slack workspace

The Slack integration allows you to manage customer support directly from Slack, turning channel messages into trackable conversations in Support Badger.

Features

  • Two-way Sync - Messages flow between Slack and Support Badger
  • Channel Monitoring - Monitor specific channels for support requests
  • Thread Support - Replies are threaded properly
  • Internal Notes - Add private notes that don't sync to Slack
  • Assignment - Assign Slack conversations to team members
  • SLA Tracking - Track response times for Slack messages

Setting Up Slack

Step 1: Connect Your Workspace

  1. Navigate to Integrations → Slack
  2. Click Connect to Slack
  3. Select your Slack workspace
  4. Review and approve the permissions
  5. Click Allow

Step 2: Select Channels

Choose which channels Support Badger should monitor:

  1. After connecting, you'll see a list of channels
  2. Toggle the channels you want to monitor
  3. Public and private channels are supported
  4. Click Save Configuration
Note: Support Badger must be invited to private channels before they appear in the list.

Step 3: Configure Settings

Setting Description
Auto-create Conversations Automatically create a conversation for new channel messages
Sync Reactions Sync emoji reactions between platforms
Thread Only Only sync threaded replies, not top-level messages
Default Assignee Auto-assign Slack conversations to a team member

How It Works

Message Flow: Slack to Support Badger

  1. Customer posts a message in a monitored Slack channel
  2. Support Badger creates a new conversation (or adds to existing)
  3. The conversation appears in your inbox
  4. Agent replies in Support Badger
  5. Reply is posted to Slack as a thread

Message Flow: Support Badger to Slack

  1. Agent replies to a Slack conversation in Support Badger
  2. Reply is automatically posted to the Slack thread
  3. Internal notes are NOT synced to Slack

Slack Commands

Use slash commands directly in Slack:

Command Description
/sb assign @user Assign the thread to a team member
/sb resolve Mark the conversation as resolved
/sb tag [tag] Add a tag to the conversation
/sb note [text] Add an internal note

Connect to Slack (Slack Connect)

Support customers in shared Slack Connect channels:

  1. Invite the Support Badger bot to your Slack Connect channel
  2. Add the channel in the Slack integration settings
  3. Messages from external partners create conversations

Troubleshooting

Messages Not Syncing

  • Verify the channel is selected in settings
  • Check that Support Badger bot is a member of the channel
  • For private channels, ensure the bot was invited

Bot Not Responding

  • Re-authorize the Slack connection
  • Check that your Slack workspace permissions haven't changed

Duplicate Messages

  • Ensure only one Slack integration is configured
  • Check for duplicate channel selections

Permissions Required

Support Badger requests these Slack permissions:

  • channels:read - View channel information
  • channels:history - Read channel messages
  • chat:write - Send messages
  • users:read - View user information
  • reactions:read - View reactions
  • groups:read - View private channel information
  • groups:history - Read private channel messages