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How does the Slack integration work?

Crisp provides a Slack integration, that is included in all our paid plans. The Slack integration lets you receive customer questions in your Slack group. You can even answer from there.

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Crisp for Slack lets you receive visitor messages in Slack

You can link your existing Crisp website to Slack, by enabling a paid plan on the target website, and then configuring the Slack integration:

  • Go to: https://app.crisp.im
  • Login or create a Crisp account
  • Go to the Plugins section (in the sidebar)
  • Search for "Slack" and install the Slack plugin (it will prompt you to upgrade your plan if necessary)
  • Go to the Slack plugin settings (click on the Slack plugin settings icon)
  • Follow the instructions to connect Crisp to Slack

We recommend creating a dedicated administrator member account in your Slack team, eg named "Crisp". Only use this account during the Slack link/connection process (during OAuth) and then leave it untouched (do not remove it). This will avoid showing the identity of the team member who initially linked Slack to Crisp in visitor channels that are created by @crispbot (Slack is limited on that side).

Can I have multiple websites linked to the same Slack team?

Yes! This is transparent on your side.

You may link as many websites as you want to the same Slack team, and all visitor messages will come in the common channel, as they do with a single website.

How do team members get notified of messages on Slack?

Only people who made the choice to join the visitor channel get notified of messages for a given visitor. They can leave the visitor channel anytime, or even block it if the visitor gets spammy.

When the conversation is created (on first visitor message), @crispbot sends a notification in the public #crisp-chat group. Then, operators can opt-in to the newly-created visitor channel if they want to handle the chat.

Are visitor messages sent/received on Slack still stored on my Crisp dashboard?

Yes, all messages (visitor + operator) are still stored on your Crisp dashboard, as they were before enabling Slack. You can still use the Crisp apps to search in chat history and manage your chats.

Can I still reply from the regular Crisp apps?

Yes. It's even better: you can have part of your team replying on Slack, while the other part uses Crisp apps. People on Slack can see messages sent from Crisp apps, and vice-versa.

Crisp synchronizes all messages for you between Crisp apps and integrations.

Do I need to add Crisp operators with Slack?

No. Messages sent from Slack use the sending Slack user profile. Thus, visitors can see operator photo and first name.

If you have a large team, there's no need to create a Crisp operator account for all of them. Crisp will automatically use their Slack profile if they start sending messages.

Which commands are available?

You can control some aspects of a Crisp conversation right from Slack.

Here is the list of the available commands, that you can enter in a visitor channel in Slack:

  • /note <note_text> shares a private note
  • /resolve resolves conversation
  • /unresolve unresolves conversation
  • /segment <your_segment> segments conversation
  • /email <user_email> changes visitor email
  • /nickname <user_nickname> changes visitor nickname
  • /block blocks further messages from visitor
  • /unblock unblocks visitor (if blocked)

For instance, to change the visitor email to john.doe@gmail.com, enter /email john.doe@gmail.com.

Valerian Saliou
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