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.
Oct 11, 20246:37 AM - edited Oct 11, 20246:43 AM
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
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 🚀
Oct 11, 20246:37 AM - edited Oct 11, 20246:43 AM
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
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 🚀