Slack
Triage and reply to customers from your existing Slack channels.
Most teams already live in Slack. The CustomerHero Slack app pipes new conversations, mentions, SLA breaches, and AI-handoff events into the channels you choose — and lets agents reply back to customers from inside Slack threads.
Bring Slack into your support workflow
Channel routing
Send new conversations to specific Slack channels based on chatbot, channel, label, or routing rule. Different teams, different channels.
Reply from Slack
Reply in a Slack thread and the message lands in the customer's chat — with delivery receipts and read state synced back.
SLA & handoff alerts
Get notified when an SLA is at risk, when the AI hands off to a human, or when a conversation is left unanswered.
Mentions
Use @mentions in Slack to tag teammates on a customer thread — context is preserved on both sides.
Connect in a few minutes
- 1
Open Settings → Integrations in your CustomerHero dashboard.
- 2
Click Add to Slack and authorize the workspace.
- 3
Pick the channels for new conversations, alerts, and mentions.
- 4
Configure routing rules (optional) — e.g. send WhatsApp conversations to #support-whatsapp.
- 5
Test by sending yourself a message; it should appear in the chosen channel within seconds.
What teams use it for
- Triage incoming chats from a single Slack channel without leaving Slack.
- Loop in engineering on a bug report by mentioning them in the thread.
- Get woken up only when an SLA is actually about to breach — not for every new chat.
- Run an on-call rotation in Slack while CustomerHero handles routing and assignment.
- Keep stakeholders in the loop on key accounts via a dedicated channel.