Notify a Slack Channel from a Workflow

The Notify Slack action sends a message to a Slack channel automatically when a workflow trigger fires, so urgent tickets, SLA breaches, and other time-sensitive events get noticed right away.

Connect Your Slack Workspace

This is a one-time setup and only admins can do it.

1. Go to Settings > Channels > Slack.
2. Click Connect Slack workspace.
3. Sign in to Slack and authorize the SparrowDesk app.
4. Add the channels you want to notify. Search for public channels directly.
5. For private channels, invite the SparrowDesk app inside Slack first. It then appears in your channel list automatically.

Connected channels appear in a list under your workspace name. Remove a channel from this list anytime. It won't affect workflows until you replace it.

Add a Notify Slack Block to a Workflow

1. Open the workflow builder and create or edit a workflow.
2. Add a trigger, for example Conversation is created.
3. Add a Notify Slack action block after the trigger.
4. Select a channel from the dropdown. Channels are grouped by workspace name.
5. Click Done and save the workflow.

You can also reply directly in the Slack thread under the notification to respond to the customer, without switching to SparrowDesk. SparrowDesk matches your Slack email address to your agent account and posts the reply back to the conversation as an agent reply. This only works if your Slack email matches an agent's email in SparrowDesk. Replies from any other email are silently ignored and never reach the conversation.

Triggers You Can Use

Notify Slack works with every trigger in the workflow builder:

• Conversation is created
• Conversation is updated
• Customer sends the first message
• Customer sends any message
• Agent sends a reply
• Agent adds an internal note
• Customer is unresponsive
• Agent is unresponsive

What to Know

• The Slack message uses a fixed format set by SparrowDesk. You can't choose which details it shows yet.
• If your Slack workspace gets disconnected, workflows keep running as normal. The Notify Slack step is just skipped. No alert is sent when this happens.
• If a connected channel is deleted in Slack, SparrowDesk shows a warning next to it in Settings > Channels > Slack the next time a notification tries to send to it.
• Notify Slack is included on every SparrowDesk plan, with no limits on how many blocks or notifications you use.

FAQ

1. Who can add a Notify Slack block to a workflow?
   Anyone with access to the workflow builder can add the block. Only admins can connect a Slack workspace or manage which channels are available.
2. Can I send notifications to a private Slack channel?
   Yes. Invite the SparrowDesk app to the channel from inside Slack first, then it shows up in your channel list when you go to add it.
3. What happens if I add two Notify Slack blocks to one workflow?
   Both send independently. If one channel fails to receive the notification, the other still does.
4. Can I customize what the Slack message shows?
   Not yet. The notification uses a fixed message format. Custom fields are planned for a future release.
5. What happens if I reply in Slack but my email isn't linked to an agent account?
   The reply is silently ignored and never reaches the conversation. Make sure the email on your Slack account matches your agent email in SparrowDesk before relying on this.