Slack. Handle handovers without leaving Slack.
When the agent hands a conversation to your team, it opens as a thread in the Slack channel you pick. Reply in the thread and the customer gets your answer in their own chat.
On this page
Connect Slack
- 1Open Deploy → Integrations and choose Connect on the Slack card, then Add to Slack.
- 2Approve SimplyBoost for your Slack workspace. You return to Integrations and the Slack panel opens.
- 3Under Escalation channel, pick a public channel. SimplyBoost joins it for you.
- 4Under When should a chat appear in Slack?, choose Escalations only (recommended) or Mirror all chats (every conversation opens a thread).
One Slack workspace connects per SimplyBoost account. Installing starts from the dashboard; see the Slack app page for details on permissions.
Work a handover in Slack
Each handover posts one message with the urgency, the customer's name, email and phone when known, the category and the reason. One conversation is always one thread.
- Reply in the thread: your reply reaches the customer on their channel (website chat, WhatsApp, Instagram, Messenger or the API) with your first name. The agent goes quiet in that conversation and the handover is claimed by you.
- The customer's next messages appear in the thread as they arrive, and replies your colleagues send from the dashboard are copied in too.
- ✅ Resolve marks the conversation and its handover resolved. 🤖 Resume bot hands it back to the agent. Each click is confirmed in the thread with who did it.
- Open in SimplyBoost opens your Conversations inbox.
Messages outside SimplyBoost's threads are ignored and not stored. Replies from your team are not counted as AI replies.
Disconnect
Disconnect in the Slack panel stops new handovers posting to Slack; existing threads stay in your workspace. SimplyBoost revokes and deletes its access token. Removing the app from Slack does the same, and the panel then asks you to reconnect.