As a Fintech, we sometimes have users send our support team PII or other sensitive data unprompted. Currently, our Slack integration also includes the user’s response when it notifies us that they responded to a conversation. Slack is not secure enough to store that kind of data, and it does not look like we can delete the notification.
I would love to have the ability to customize the Slack notification message, or just have it notify us that the user responded without giving the reply message in the thread.
Submitted
Configure Slack Notification Message
+7Dear
Totally get it, for a fintech that's a real risk.
The Notify Slack template is fixed and always shows a preview of the customer's reply, so you can't strip the text out. What you can control is which conversations reach Slack at all.
If you use Fin, Fin Attributes are a neat way to do that:
- In Fin AI Agent > Train > Attributes, create one like "Sensitive data" (Yes / No), or use topics like Payments, KYC or Account details
- Make sure a Fin step runs in the workflow, since attributes are only detected once Fin has been involved
- Add a branch before your Notify Slack step: if Sensitive data is Yes, skip Slack and route straight to the right team in the Inbox
One tip: Use the built-in preview in Fin AI Agent > Train > Attributes to test it on real conversations before going live.
For the notifications already in Slack, your Slack admin can look at removing them or setting a short retention on that channel.
+1 on making the template customisable natively.
Have a Londonful Day Ahead 💂
Warmest Regards,
Roy 🇬🇧
Join the Intercom Community 🎉
Already have an account? Login
Login to the community
No account yet? Create an account
Intercom Customers and Employees
Log in with SSOor
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.