Lesson 105 · Support your customers
How does a customer Slack thread become support work?
Channel settings, conversation context and delivery.
You’ll be able to
- Find a channel’s support controls
- Check the customer and the destination
- Read delivery and return to Slack
Read the docs
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Transcript
You can now keep a customer Slack thread and its support conversation together.
Open Slack's management page in Integrations and find the configured channel.
Use for support changes that channel from importing or tracking topics to handling support requests.
Open the existing Slack conversation in Support to read the request.
Check the linked account and the Customer or Teammate labels under In this thread.
A Reply goes back to that Slack thread. Review the words and the destination before sending.
Check the delivery state on an outgoing reply. A failed reply may offer Retry.
Use the channel link to return to the original Slack thread.
Next up, check your support response target and results.
