View/Reply to Chats | Slack Integration & Helpdesk

[CRuddy]

In short: Add the ability to view and reply to chats in Slack with the Helpdesk Slack integration, to mirror how it used to be with the legacy inbox Slack integration. Maybe this could be a toggle between posting comments or chat replies to Slack.

The legacy integration between Hubspot and Slack for inboxes allowed you to handle incoming visitor chats right in Slack - this meant seeing and responding to chats right in the Slack thread created by Hubspot for a specific chat.

Helpdesk, while it also has a Slack integration, only allows internal comments to be communicated back and forth between Slack and Hubspot.

If you keep the legacy inbox system and opt not to use Helpdesk, you miss out on key features. This could be a toggle when a user is configuring their Slack integration - perhaps they can toggle whether or not they want comments or chat replies to post to Slack.

My screenshot below confirms this - look at the description below Bring conversations to Slack and Sync Help Desk tickets to Slack - they are different.

[ICurry]

That's a good idea! We've reverted back to the old inbox chat as we didnt like Helpdesk Chat at all. We run 30-second first response times, and Helpdesk just wasnt ideal for differentiating between tickets and chats. There's also a slight lag between someone starting a chat and a ticket being created in Helpdesk. I wish Helpdesk had a pre-seat chat like the old inbox used to.

[CRuddy]

Very interesting. We like the AI features (reply recommendations/customer agent), which is the biggest reason why we have been using helpdesk. We do miss the slack features of the legacy inbox though. Does your team not use the AI features? I wish we could have both - maybe the customer agent assigned to a chatflow while getting the in-slack chat responses.

[KChapman8]

As a product manager, the in-slack chat responses were so helpful for me to keep a quick pulse check on what customers were chatting in about. I miss this!

[AGomez5]

I am the Customer Support Manager for our company and I also use the Slack/Hubspot integration to track chats (or I did prior to the switch to Helpdesk). Also, on rare occasions when Hubspot was glitching, it was nice to have the Slack channel where we could still answer the chat and address the customers issues on the spot.

[AGomez5]

As a Customer Support Manager, the Slack integration/channel made it easy to track incoming chats. It would be so nice to have it back, now that we have switched to Helpdesk.