Slack Integration (Respond to chats right from Slack)Last Updated: August 13, 2018
It’s free to use Drift + Slack. All you need is a Drift account! Get yours here.
We want to enable you to talk to your customers from anywhere at anytime. We know it’s hard to be in front of a computer at all times and a lot of you spend most of your day in Slack. That’s why we built our two-way Slack integration.
How it works
Each time a visitor or user starts a new conversation through the Drift widget, a message will post in a Slack channel:
As you can see, Drift automatically creates a brand new channel for that conversation (#z-visitor-25147) in the above example).
You can then click on the link to the new channel, join the channel, and respond directly to the customer. Once you type your message and hit send, the visitor or user will see that message pop up in their Drift chat like usual.
Slack Integration FAQ
How do I make sure the channels don’t get out of hand if Drift makes a new one for every conversation?
Immediately after you change the conversations status to "closed", channels will auto-archive. If something happens in that conversation and somebody on your team, or you, respond to that thread, the channel will open back up again.
How do I change the channel that Drift is posting to?
Easy – head to your Slack Settings page in Drift to update this.
Do I need to pay for Drift to access this integration?
Nope! It’s completely free.
How do I know it’s working?
I sent myself a message and it’s not showing up in Slack. What’s the deal?
Sometimes, the integration connection doesn't go through 🙈 Try answering these troubleshooting questions to see if they might be causing any issues:
1) Have you tried to connect a previous Drift account to this current Slack account?
-You can only have one Drift account connected to a Slack account.
2) Are you the Admin in the Slack account, not just the Drift account?
-Please note that only the Admin can add the Slack account to the Drift account
3) Are you seeing an error message in slack?
-Try disconnecting and reconnecting your Slack integration with Drift. Please note that your Admin must add the Slack account to the Drift Account.
4) Have multiple people tried to connect their slack account to this drift account?
-Just one user should connect their Drift account to the Slack account.
Can I close a conversation from Slack?
Yes, that you can! Just type “@drift: close” or “@drift: end” and send.
Can I send an attachment from Slack?
Yes, absolutely. Any attachments sent from slack will get posted in the conversation to the person you’re talking with.
What is the full list of commands I can do in Slack?
At anytime you can send a private message to the @drift user in your org and say “help”:
Can I invite my teammates to a conversation from Drift?
Yup! Using Slack’s @mentions in private notes will invite that user to the conversation channel:￼
Slack will ask for permission to access all contents of private channels. We ask for this access because of our Bot software and for troubleshooting potential situations.
Not using Drift yet? Get your free account here.