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The Slack integration allows you to receive conversation notifications in Slack channels and respond to customer messages directly from Slack. This enables your team to stay in their preferred collaboration tool while managing customer support.

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Features

  • Real-time Notifications: Get instant alerts for new conversations and messages
  • Bidirectional Messaging: Reply to customers directly from Slack
  • Channel Management: Connect specific Slack channels to Chatwoot
  • Team Collaboration: Leverage Slack’s collaboration features for support
  • Message History: Access conversation history within Slack threads
  • Link Unfurling: Preview Chatwoot conversation links in Slack

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Prerequisites

  • Admin access to your Chatwoot account
  • Admin access to your Slack workspace
  • Slack Client ID and Client Secret configured in Chatwoot environment variables:
    • SLACK_CLIENT_ID
    • SLACK_CLIENT_SECRET

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Setup Instructions

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Step 1: Configure Slack App Credentials

First, ensure your Chatwoot instance has Slack OAuth credentials configured. These should be set as environment variables: 
SLACK_CLIENT_ID=your_slack_client_id
SLACK_CLIENT_SECRET=your_slack_client_secret

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Step 2: Connect Slack from Chatwoot

  1. Navigate to Settings > Integrations in your Chatwoot dashboard
  2. Find Slack in the integrations list
  3. Click Connect to initiate the OAuth flow
  4. You’ll be redirected to Slack’s authorization page
  5. Select the Slack workspace you want to connect
  6. Review the requested permissions and click Allow

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Step 3: Select Slack Channel

After authorization:
  1. You’ll be redirected back to Chatwoot
  2. Select which Slack channel should receive notifications
  3. Click Update to save your channel selection

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Step 4: Test the Integration

  1. Create a test conversation in Chatwoot
  2. Verify that a notification appears in your configured Slack channel
  3. Try replying to the conversation from Slack
  4. Confirm the reply appears in Chatwoot

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Slack Permissions

The integration requests the following Slack permissions:
  • commands: Enable slash commands
  • chat:write: Send messages as the bot
  • channels:read: View basic channel information
  • channels:manage: Manage channel settings
  • channels:join: Join public channels
  • channels:history: Read message history in public channels
  • groups:read: View private channel information
  • groups:write: Send messages to private channels
  • groups:history: Read message history in private channels
  • im:write: Send direct messages
  • im:history: Read direct message history
  • mpim:write: Send messages to group DMs
  • mpim:history: Read group DM history
  • users:read: View user information
  • users:read.email: View user email addresses
  • chat:write.customize: Customize message appearance
  • files:read: Access file information
  • files:write: Upload and share files

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API Integration

You can also manage the Slack integration programmatically:

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Create Integration

POST /api/v1/accounts/{account_id}/integrations/slack
Content-Type: application/json

{
  "code": "slack_oauth_code",
  "inbox_id": null
}

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List Available Channels

GET /api/v1/accounts/{account_id}/integrations/slack/list_all_channels

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Update Channel

PATCH /api/v1/accounts/{account_id}/integrations/slack
Content-Type: application/json

{
  "reference_id": "C01234ABCDE"
}

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Delete Integration

DELETE /api/v1/accounts/{account_id}/integrations/slack

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Implementation Details

The Slack integration is implemented using:
  • Hook Model: Integrations::Hook with app_id: 'slack'
  • Hook Type: Account-level integration
  • OAuth Flow: Uses Slack OAuth v2
  • Builder Service: Integrations::Slack::HookBuilder
  • Channel Management: Integrations::Slack::ChannelBuilder
  • Message Services:
    • Integrations::Slack::IncomingMessageBuilder
    • Integrations::Slack::SendOnSlackService
    • Integrations::Slack::SlackLinkUnfurlService

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Hook Configuration

The integration stores: 
{
  app_id: 'slack',
  hook_type: 'account',
  access_token: 'encrypted_slack_token',
  reference_id: 'slack_channel_id',
  status: 'enabled' # or 'disabled'
}

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Disabling and Re-enabling

You can temporarily disable the Slack integration without removing it:
  1. Navigate to Settings > Integrations
  2. Find your Slack integration
  3. Toggle the Status to disabled
  4. Re-enable when needed
This preserves your configuration while stopping notifications.

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Troubleshooting

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Integration Not Appearing

Issue: Slack integration doesn’t appear in the integrations list. Solution: Ensure SLACK_CLIENT_SECRET environment variable is properly configured.

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Channel Not Receiving Notifications

Issue: No messages appear in the configured Slack channel. Solution:
  1. Verify the integration status is “enabled”
  2. Check that the bot has been invited to the channel
  3. Review Slack app permissions
  4. Test with a new conversation

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OAuth Redirect Error

Issue: Error during OAuth redirect. Solution: Verify that the redirect URI in your Slack app settings matches: 
https://your-chatwoot-domain/app/accounts/{account_id}/settings/integrations/slack

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Invalid Channel ID

Issue: “Invalid channel ID” error when updating channel. Solution:
  1. Use the channel listing API to get valid channel IDs
  2. Ensure the bot has access to the selected channel
  3. Verify the channel still exists in your workspace

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Removing the Integration

To completely remove the Slack integration:
  1. Navigate to Settings > Integrations
  2. Find the Slack integration
  3. Click Delete or Remove
  4. Confirm the deletion
This will revoke access tokens and remove all configuration.

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Security Notes

  • Access tokens are encrypted when encryption is configured
  • Tokens are stored using deterministic encryption
  • Only administrators can configure integrations
  • OAuth flow uses state parameter for CSRF protection
  • Redirect URIs are validated during OAuth

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Next Steps

  • Configure notification preferences for your team
  • Set up routing rules to direct conversations to specific channels
  • Train your team on responding from Slack
  • Explore other integrations to enhance your workflow

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