Sales Integrations

michiMolllath
Member

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

SOLVE

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:

michiMolllath_0-1728635831213.png

 

slackslack

0 Upvotes
1 Accepted solution
R-Sheikh
Solution
Member

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

SOLVE

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

image (25).png







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

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3 Replies 3
R-Sheikh
Solution
Member

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

SOLVE

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

image (25).png







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

michiMolllath
Member

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

SOLVE

Thanks for your response.

I do have this settings. (had it before)

michiMolllath_0-1729840114397.png

 

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

In the Inbox the channels are empty:

michiMolllath_1-1729840286368.png

 

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

0 Upvotes
michiMolllath
Member

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

SOLVE

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

0 Upvotes