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Live chat Slack integration - Replies not working

lösung
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Mitwirkender

I am having an issue with the live chat slack integration.

 

I have followed the documentation and I am recieveing notifications of new messages within slack however I cannot reply. Any messages sent from slack do not appear in the live chat.

Akzeptierte Lösung / Akzeptierte Lösungen

Akzeptierte Lösungen
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Mitwirkender

Hi! We figured it out from the HubSpot Help Chatbox. To create an inbox that maps onto Slack, we need to upgrade to a paid subscription. We're loving the free account as it is, so we'll stick with this for now. Thank you so much! 

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11 ANTWORTEN 11
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Community-Manager

Hi @creativecoop,

 

Can you try disconnecting and reconnecting the integration? If this doesn't work, can you please send along some screenshots and examples.

 

Thank you,
Jenny


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Berater

Hey creativecoop, first Install Slack icon, and then you’ll be redirected to Slack where you’ll need to connect your Slack URL for authentication. Once logged in, click “Authorize” to grant Hubspot access to send messages to Slack.

 

Being a user of Acquire, the software has slack integrated with it. And I have followed the steps above. I hope you find this useful.

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Mitwirkender

I have the same issue. I integrated Slack and authorized access to the account. Added the HubSpot bot to the live-chat channel in Slack. I receive the notifications from the chat immediately but my responses from Slack do not show up in the chat.  Any suggestions?

I tried removing the Hubspot app from Slack and re-enabling it, which di not solve the problem. 

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Community-Manager

Hi @okuser,

 

Can you please confirm that you are claiming the conversation before responding? As outlined in this article, "f you're assigned a conversation before you've mapped your HubSpot user email to your Slack user email, you must claim the HubSpot user identity in Slack by clicking Claim [user email address] before sending replies. " 

 

For more information, I wanted to share this resource.

 

If you are going through these steps and still stuck, can you please send along (through a direct message) a video of what you are experiencing? 

 

Thank you,
Jenny


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Mitwirkender

I'm having consistent issues with this also. I've disconnected/reconnected multiple times. Right now it's saying my email addys are different (between slack and HS). In spite of this I did not receive an email as per HS docs and in HS it shows my correct slack email address for the integration. No warnings nothing.

 

Nothing coming across from HS to slack at all (not within the app nor in any channel).

 

 

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Community-Manager

Hi @ichpen,

 

Are you still experiencing this issue? If so, can you please share screenshots of where you are getting stuck? 

 

The more information, screenshots and details you can provide, the better the Community can assist!

 

Thank you,
Jenny


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Mitwirkender

There's simply no communication between HS and Slack.

 

HS -> Slack HS Bot - nothing

Slack -> HS - email mismatch but I did not receive an email asking me to link my accounts (as per your docs) and my Slack email is correctly showing under integrations in the HS tab.

 

 

So nothing works.

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Community-Manager

Hi @ichpen,

 

Have you tried having other users set up the integration to see if that connects their correct email address? 

 

If the email address isn't mapped to the correct email address, that is likely what is causing the disconnect. 

 

If other users are experiencing the issue, can you please send along (either through here or direct message) screenshots of what you are seeing in HubSpot for the integration, as well as the correct email address it should be linking to? 

 

Thank you,
Jenny


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Mitwirkender

Hi Jenny,

 

I'm confused by the "mapping" part of the suggestion. At no point do I need to verify any email addresses.

 

Text from our website is sent into our Slack channel. But we are unable to reply to the thread. And we're unable to receive attachments. 

 

Help!

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Community-Manager

Hi @michaelyhma,

 

The mapping is for when your email address does not match your HubSpot email address. As outlined in this articleIf your HubSpot user email doesn't match your Slack user email, you'll receive an email and an in-app notification to Map your HubSpot user's email address to your Slack user when HubSpot attempts to push a notification to Slack.

 

If the email addresses are the same, can you please provide screenshots of the settings you have? Otherwise please reference the article above for how to set up the integration.

 

Thank you,

Jenny


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Mitwirkender

Hi! We figured it out from the HubSpot Help Chatbox. To create an inbox that maps onto Slack, we need to upgrade to a paid subscription. We're loving the free account as it is, so we'll stick with this for now. Thank you so much! 

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0 Like / Likes