Darshan Hiranandani : How do I configure Slack integration to ensure that replies are threaded and do not overwhelm the main channel?

Question

Hi All,We’re currently setting up Intercom to replace Zendesk and are integrating it with Slack. We would like replies to threads in Intercom to appear as messages within a Slack thread. Is this configuration possible?Additionally, it would be very useful to have the user’s email address included in the Slack message.Any insights or suggestions on how to achieve this would be greatly appreciated! Regards Darshan Hiranandani

Jacques Reynolds · Accepted Answer

Hello Darshan 👋 Jacques here from Support Engineering!You can setup messages in Intercom to be sent to Slack channels that you specify by first setting up our native Slack integration. Then configure a Workflow in Intercom to use the "Notify Slack channel" action, which will send notifications to the selected Slack channel when triggered by the events you specify, such as a customer sending a message.However, note that currently our native slack integration does not have the built-in functionality to specify whether messages be posted in a thread or not. Also, you wouldn’t be able to specify which fields are shown in the Slack notification (ie. email) as a native feature.There could be more customisation options using Zapierwhich you could look into to fit more of your needs! :)

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