I have the Slack integration working, so all messages sent via the live chat widget on our webiste are going to a Slack channel. How can I set it up so replies in a Slack thread go back to the Intercom conversation, and to the live chat widget? I have tried builing a “Teammate sends any message” workflow, and also a “Teammate adds a note” workflow, but neither one worked. Any suggestions?
Answered
Slack Replies Not Going Back to Conversation?
Best answer by mateusz.leszkiewicz
Hi
Our native Slack integration is not supporting replies from Slack channel to Intercom conversations.
The only way to do that would be by creating Zapier automation but it is a custom solution that you might need to explore by your own.
+7- Intercom Team
- Answer
Hi
Our native Slack integration is not supporting replies from Slack channel to Intercom conversations.
The only way to do that would be by creating Zapier automation but it is a custom solution that you might need to explore by your own.
Probably too late to answer here. I know this isn’t possible anymore as it used to be with the older Intercom slack integration (I see that the current Intercom Slack integration is built for Community Support rather than the “Reply in Slack” use case).
Having said so, I built a product to do so and it is listed in the intercom app store (search for Backreply). It basically allow you to reply to Intercom conversations directly from Slack (anyone in your team can basically do so). I put a screenshot below to show how an intercom conversation look like (left side) versus how the conversation is mapped to a Slack thread (right side).
Happy to help if you have questions of how it works for our support team!
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