Slack for LiveChat

Prerequisites:

  • Slack: only the owner or admin can install the app
  • LiveChat: only the owner, vice-owner, or admin can add and remove notifications

1. Install the app from Marketplace

Go to the LiveChat Marketplace, and click Buy:

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Next, sign in to the Slack account you’d like to integrate. Authorize LiveChat to access Slack. Then, click Connect to continue.

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Once it's done, you are ready to configure routing.

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2. Configure routing

You can set up routing between LiveChat groups and channels on Slack. For example, you might assign all conversations from your Sales group in LiveChat to a specific Slack channel, like #sales-team. To do that, select the Slack Channel and the LiveChat Group you'd like to connect. Click Add. Once you’ve set up routing, you'll receive chat notifications in the Slack channel you selected.

Note: You can assign multiple LiveChat Groups to the same Slack Channel.

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3. Configure settings

By default, the integration sends welcome notifications with options to reply in a public or private channel. If you want to receive notifications that only contain text (without the reply in channels option), check the Notifications only box.

Note: The welcome notification appears in the Slack channel once the customer writes the first message in the chat.

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4a. Reply in a public channel

By clicking on Reply in public channel, the chat will open in a new channel available to all your users. The channel name is randomly generated based on the customer's name.

Note: Only the agent who created the channel can chat with the customer. Other agents can collaborate with that agent, but their messages won't be visible to the customer.

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The conversation from the customer's perspective will look like this:

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4b. Reply in a private channel

By choosing Reply in private channel, the chat will open in new, private channel available only to the agent who created it. However, the agent can invite collegues to the channel. They can all collaborate, chatting directly with the customer.

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The conversation from the customer perspective will look like this:

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See video

Options unavailable at the moment:

  • Messages written in Slack threads.
  • Custom Slack emojis.
  • Gifs generated by Slack or third-party apps (like Giphy).
  • Editing Slack messages - you can edit a message sent in Slack, but the customer will still see the old, unedited version.

5. Feedback

If you have any suggestions or issues, please don't hesitate to contact me.

6. Terms

The Slack for LiveChat app follows the official

LiveChat Apps Marketplace Terms