topic Re: Live chat Slack integration - Replies in slack are comments in HS ticket in HubSpot Native Apps

Live chat Slack integration - Replies in slack are comments in HS ticket

michiMolllath — Fri, 11 Oct 2024 08:42:40 GMT

Hi there,

I have succesfully integrated slack and hubspot. Everything is working.

Usecase: I want to answer icoming livechats which as tickets in HS helptdesk on slack. If I do so my answer is a comment in the ticket and NOT the answer to the customer in the chat.

See screenshots:

slack

Re: Live chat Slack integration - Replies in slack are comments in HS ticket

R-Sheikh — Fri, 11 Oct 2024 10:43:10 GMT

Sounds like the replies are being sent into the ticket instead of the live chat. To fix this, please ensure that your settings match these:

Settings > Connected Apps > Slack > Switch on the toggle for Brings Conversations to Slack after selecting the Slack channel, and then selecting the inbox channel type (where the chats land from the chatflow)
Also, switch on the toggle for Sync Help Desk Tickets to Slack after selecting the Slack Channel

Now, when a notification comes into your Slack channel, respond to the live chat query by replying to the thread of the live chat query and NOT by replying to the notification of the ticket being generated. This should fix it 🚀

HubSpot Consultant @ Pixcell.io

Re: Live chat Slack integration - Replies in slack are comments in HS ticket

michiMolllath — Fri, 11 Oct 2024 15:26:28 GMT

It seems to be configured as you mentioned but it is not working:

https://www.loom.com/share/cdcddc0dd5d34c8db5140c0924223673?sid=0289c251-0a5e-4ff3-bbba-0f19d9c3d4a6

Re: Live chat Slack integration - Replies in slack are comments in HS ticket

michiMolllath — Fri, 25 Oct 2024 07:15:45 GMT

Thanks for your response.

I do have this settings. (had it before)

But what I found is that i connected the chat to the helpdesk and not the inbox.

In the Inbox the channels are empty:

May be this is the solution.
In helpdesk it says:

Slack - Syncing live chats to #customer_tickets channel

In Inbox it says:

Slack -Syncing live chats to #customer_tickets channel

Re: Live chat Slack integration - Replies in slack are comments in HS ticket

CRuddy — Fri, 06 Jun 2025 15:39:49 GMT

This is because with the new Slack > Helpdesk connection, it doesn't actually send Slack thread responses to the chatflow, but to the comments instead. Essentially, the legacy version of the Slack integration allowed you to chat with your customer directly from Slack through the chatflow. The new version, with Helpdesk, only sends comments back to the ticket. This is definitely a feature that Hubspot should look into creating for helpdesk - a toggle for you to be able to allow the Slack integration to send actual chat responses to Slack, versus just the comments.