Shared channels become conversations
A customer posting in a Slack Connect channel gets the same queue, owner and history as an email.
Customer questions buried in a busy channelSupport · Slack
Work the queuewithout leaving Slack.
Customers in shared channels become conversations. Replies, approvals and alerts happen in Slack, and anyone can take a thread over from the message itself.
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Slack · Beacon Data workspace
Example data Example: in Beacon Data's Slack, Dan from Acme Corp posts in the shared Slack Connect channel acme-beacon that single sign-on loops back to the login page. Tore picks it up as a conversation in the Beacon App queue. Tore AI posts a draft answer, visible only to the Beacon team, citing the help center. Hana presses Take over, Tore AI steps back, and Hana's reply reaches Dan in the channel. The Tore panel beside it shows the same conversation, now owned by Hana and synced. An alert asks an engineer to approve a proposed fix or request changes.
Stop livingin two tabs at once.
Your team is in Slack all day anyway. Tore meets them there, and keeps the record in one place.
Reply from Slack
Answer in Slack and it reaches the customer, on whatever channel they wrote in.
Copying replies from one tool to anotherAlerts that reach the right person
Notifications go to the channel or person that owns them, not to everyone.
A second tab open all day, just in caseTake over in one click
Step into any conversation from the Slack message. The AI steps back and leaves its notes.
Hunting for the thread to jump inSlack for the doing,Tore for the record.
Shared channels
Customers in Slack Connect, handled like any other channel.
Connect a shared channel and every customer message in it becomes a conversation, matched to the company and the product. Routing, response targets and the AI all apply, exactly as they do to email and the widget.
- Each shared channel mapped to a customer and a product queue
- Same owner, notes and history as every other conversation
- Connects with your own workspace permissions
settings · Slack channels
Example dataShared channel · customer · queue
◇ acme-beacon→Acme CorpBeacon App
◇ northwind-beacon→NorthwindBeacon API
◇ harbor-beacon→Harbor & CoBeacon App
Team channels# support-queue→New conversationsall products
# support-alerts→Targets, approvalson-call
Reply and act
Answer from Slack. It reaches the customer.
New conversations arrive in the channel you choose. Reply in the thread and the answer goes to the customer, by email, widget or Slack, wherever they wrote. Assign, resolve or escalate straight from the message.
- Notifications routed to the right channel or person
- Reply from Slack and it reaches the customer
- Actions on the message: assign, resolve, escalate
# support-queue
Example dataTore APP 14:20
New email · Northwind · Beacon API
"Webhook retries stopped after we rotated our signing key."
AssignResolveEscalate
Tomas in thread · 14:23
Hi, after rotating, add the new key under Webhooks and press Resend failed. Retries pick up from there.
sent to the customer by emailAlerts and approvals
The things that need a person, in the channel they live in.
A response target about to slip, a new bug grouped from several reports, a fix waiting for review. By default a proposed fix waits for your engineer's approval, and they can approve it or ask for changes in plain words without leaving Slack. Tore revises the change and re-runs the tests.
- Response target warnings before a promise breaks
- Approve a fix, or request changes in your own words
- Every action recorded on the conversation in Tore
# support-alerts
Example dataTore APP 11:40
Response target in 20 min · Harbor & Co · "Invoices show the old company name". Unassigned.
Tore APP 11:52
Fix proposed · BUG-231
Export stops at 500 rows. 48 of 48 tests pass. Waiting for your engineer's approval.
ApproveRequest changes
Alex · request changesKeep the page size at 1,000 and add a test for an empty last page.
Tore revised the change · tests re-running
Step in
Take over, or set the AI straight, from Slack.
Every AI draft posted to your team carries a Take over button. If an answer is wrong, correct it in the thread and Tore learns from it, so the next customer gets the right one.
- Take over any conversation at any moment
- Drafts show the help center article they came from
- Correct an answer and Tore learns from it
# support-queue · thread
Example dataTore AI APP 16:05
Only visible to your team
Draft: CSV exports include up to 500 rows on the Starter plan.
Help center · Exporting dataSendTake over
Sarah in thread · 16:06
Not right: Starter exports everything now, the limit went away in March.
Correction saved · draft rewritten · used from now on
Tune it
Alerts go to #support-alertsShared channels AI drafts, a person sendsApprove fixes in Slack engineers only
1conversation per customer thread, wherever it started
3actions on every message: assign, resolve, escalate
1 clickto take over a conversation from Slack
Yoursworkspace permissions, used as they are
Keep exploring.
Your team is already in Slack.Now the queue is too.
Connect your workspace, pick your channels, and the next customer question shows up where your team already is.