Slack

The Slack integration mirrors your conversations into one Slack channel. Each conversation becomes a thread, and every message in it — incoming, outgoing, private notes and activity lines — is posted into that thread as it happens.

What makes it worth a decision rather than a click is the thread behaviour setting. In one mode a reply typed in the Slack thread is sent to the customer. In the other it never leaves Slack. Choosing wrong is how a manager's aside reaches a customer.

When to use it

When the people who need to see customer messages already live in Slack and will not open a second tool — an operations team, a shift manager, a founder. It is also the cheapest way to give somebody visibility without giving them an account.

When not to use it

As your team's main inbox. Assignment, labels, priorities, macros, canned responses, templates and reports exist in the inbox and not in Slack. A thread is a copy, not a workspace.
To route conversations to different teams. There is one channel for the whole account. You cannot send the sales inbox to #sales and support to #support.
For WhatsApp beyond the 24-hour window. A reply typed in Slack is an ordinary message. If the window has shut, it will not be delivered, and Slack is not where you will notice.

What you need first

An administrator account.
Your installation must have Slack credentials configured. If it does not, Slack is simply absent from Settings → Integrations — see integrations.
Permission to install a Slack app in your workspace.
If you want a private channel, add the app to that channel in Slack first. The connect step joins public channels for you; it cannot join a private one it has not been invited to.

Steps

Go to Settings → Integrations → Slack and start the connection. Slack asks you to authorise the app for your workspace.
You come back with the workspace linked and the integration inactive. This is expected: a workspace is not a destination.
Choose Connect channel and pick the channel from the list. Public and private channels are both listed; archived channels are not.
Choose the Slack thread behaviour. You can change this later without reconnecting.

A public channel is joined automatically when you pick it. The integration becomes active at that point, not before.

The two modes

	Two-way sync	Alerts only
Conversations posted to the channel	yes	yes
A reply typed in the thread	sent to the customer	stays in Slack, always
`note:` prefix needed to stay internal	yes	no — nothing escapes
What the thread is for	answering	discussing

Pick Alerts only whenever the people in that channel are not the people who answer customers. It is the safe default for a visibility channel, and it is the only configuration in which a careless message in the thread cannot reach a customer.

Pick Two-way sync only if those people are your agents and understand that the thread is a reply box.

Replying from Slack

In two-way sync:

Reply in the thread, not in the channel. A new channel message is not attached to any conversation and is ignored. Only replies inside a conversation's thread are read.
Start the message with note: or private: to make it a private note instead of a reply to the customer. The prefix is checked at the start of the message, case-insensitively.
Files posted in the thread are picked up; edits, reactions, joins and other Slack message subtypes are not.
Messages posted by apps and bots are ignored, which is what stops a Slack workflow from answering your customers.

Whose name the reply carries

This is worth getting right before you switch two-way sync on.

The Slack author	How the customer sees it
Has a Lynomia Chat profile with the same email address	as that agent
Does not	as the integration's own bot profile, carrying their Slack display name and avatar inside Lynomia Chat

So a person replying from Slack under a different email is not impersonating anyone, but the customer does not see a named agent either. If you want attribution, match the email addresses.

What a thread looks like

The first post for a conversation carries the context you need to act: the inbox name and type, a link to the conversation in Lynomia Chat, and — on an email inbox — the subject line. Later posts in the thread are just the message.

Two formatting details, because they are easy to misread:

A private note appears in the thread prefixed private:.
An activity line — an assignment, a status change — appears in italics.

A worked example

A Kuwait retailer wants its operations team watching WhatsApp without replying by accident. An administrator connects Slack, picks #support-watch, and sets the behaviour to Alerts only.

Conversations now arrive in that channel as threads. The shift manager reads them and discusses a difficult one in the thread; the customer sees none of it. When a decision is made, the manager opens the conversation from the link in the thread and the agent answers in the inbox. Replies and notes made there keep appearing in the Slack thread, so the channel stays current.

Who can do this

Administrators only. The custom role permission list has no entry for integrations, so this cannot be delegated — see roles and permissions.

Limits

One Slack connection per account, and one channel. To change channel, update the selection; to change workspace, delete the integration and connect again.
An agent's reply does not start a thread. A thread exists once the conversation has been posted; a conversation that has never had an incoming message has nothing to attach to.
Only thread replies are read. Channel-level messages are ignored.
No reactions, no edits, no deletions. Editing a Slack message does not edit the customer's copy, and deleting it does not unsend anything.
No per-inbox routing and no filtering. Every conversation in the account goes to the channel.
Deleting the integration removes the link, not the history. The threads stay in Slack; they simply stop updating.
The connection can expire. When it does, the integration shows that attention is required and the fix is to delete it and connect the workspace again — there is no silent re-authorisation.
Tweets are excluded on a connected Twitter profile; everything else is posted.

If it does not work

Slack is not listed under Integrations. Your installation has no Slack credentials configured. Nothing in your account turns this on.

The integration says it is inactive. You linked the workspace but have not picked a channel. Choose Connect channel.

My private channel is not in the list, or picking it does nothing. Add the app to that channel in Slack first, then try again. A private channel cannot be joined for you.

Conversations arrive but my replies do not reach the customer. Either the behaviour is set to Alerts only, or you replied in the channel instead of inside the thread, or your message began with note:.

My replies reach the customer as a bot. Your Slack account's email does not match a Lynomia Chat profile.

Fetching channels failed. Try again — a large workspace is paged through in several requests, and a transient Slack error fails the whole fetch rather than half of it.

It stopped working after a while. Look for the expiry notice on the Slack page. Delete the integration and connect the workspace again.