Connecting Playbott with Slack

The Playbott Slack integration bridges your customer-facing chat widget and internal team workflows. It streams live customer conversations, automated AI escalations, and ticket notifications directly into your team's Slack channels, allowing support agents to respond in real time without leaving Slack.

Prerequisites

Before connecting your workspace:

1. Playbott Administrator: Ensure you have an Organisation Admin role in your Playbott workspace.
2. Slack Permissions: Ensure your Slack user account has permission to install apps or approve app installations in the target Slack workspace.

Step 1: Install the Playbott Slack App

To connect your organization to Slack:

1. Sign into your Playbott Dashboard.
2. Navigate to Organisation Settings → Integrations.
3. Locate the Slack integration card and click Connect Slack.
4. You will be redirected to Slack's secure OAuth authorization page.
5. Select the destination Slack workspace and review the requested permissions.
6. Click Allow to complete the installation.

Upon successful authorization, the integration status will display as Connected with your Slack team name.

Step 2: Configure Notification Channels

Once connected, configure where notifications and escalated tickets are routed:

• New Ticket Alerts: Receive immediate notifications when visitors open a new support request.
• AI Escalation Alerts: Ping on-call engineers or team leads when the AI assistant detects high-urgency keywords or sentiment triggers.
• SLA Breach Warnings: Post automated alerts when high-priority tickets approach their response time limit.

Step 3: Connect Agent Personal Slack Profiles (Optional)

Individual support agents can link their personal Slack profiles to receive direct assignment alerts:

1. In the Playbott Console, click your profile avatar and navigate to Profile Settings.
2. Under Slack Profile Connection, click Link Slack Account (or enter your unique Slack User ID).
3. Authorize your personal user account.

When a customer ticket is assigned to you, Playbott sends a direct Slack notification with a link to jump straight into the ticket console.

Bi-Directional Message Flow

When a visitor opens a chat on your website:

Visitor sends message
        ↓
Playbott AI evaluates intent
        ↓ (Escalation / Human Request)
Slack alert posted to #support-live
        ↓
Agent replies in Slack thread
        ↓
Message synced to visitor chat widget in real time

Support agents can resolve tickets, add internal notes, or reassign queues directly using Slack message shortcuts.

Security & Permission Scopes

The Playbott Slack App requests minimal permissions required for operation:

Troubleshooting

Slack installation displays "Workspace Not Allowed"

Ensure your Slack workspace administrator has permitted third-party app installations, or request authorization from your Slack workspace owner.

Replies in Slack not appearing in chat widget

Verify that the bot user has been invited to the channel (/invite @Playbott). If the channel is private, the bot must be an active member of the channel to receive thread replies.

Next Steps

• Learn how to embed the widget in the Widget Installation Guide.
• Configure launcher colors and themes in Widget Customization & Styling.