Slack escalation alerts
Get a Slack message the moment a visitor asks to speak to someone.
Slack alerts put an escalation in front of your team the moment a visitor asks to speak to somebody, with their phone and email tappable straight from the message. Connect it from Integrations, or from the Escalations tab on Aijent Relay. Connecting is not enough: you must also pick a channel and save it. The conversation transcript is never posted to Slack.
When a visitor asks to speak to a person, your Aijent captures their details and passes them on. Slack alerts put that in front of your team immediately, rather than waiting for somebody to check the CRM.
This sits on top of whatever else you have connected. If you have a CRM, it still gets its record. Slack is the nudge, not a replacement.
What the alert looks like
Each alert carries:
- Who it is, as the heading.
- Their phone number and email, both tappable, so somebody can call or reply straight from Slack on their phone.
- What they need, a short summary of what the visitor was after.
- An "Open conversation" button that takes you to the full conversation in your dashboard.
- A reminder that callbacks returned within the hour convert best.
The conversation itself is never posted
Alerts deliberately never include the transcript. A visitor's conversation can contain personal or commercially sensitive detail, and a team channel is the wrong place for it. Use the button to open the conversation instead.
Connect it
- Go to Integrations. On Aijent Relay, go to your Aijent's Escalations tab instead.
- Find the Slack alerts card and select Connect.
- A Slack window opens. Choose the workspace, and approve the access.
- Back in your dashboard, choose the channel alerts should go to from the dropdown, then save it.
Connecting is not enough. You must save a channel.
Slack is connected but no alerts go anywhere until you pick a channel and save it. Your dashboard shows a warning until you do, and will ask you to confirm before you navigate away.
Public channels only. Alerts go to one channel, and it must be a public one. Your Aijent cannot post into private channels.
Send a test alert
Next to the channel picker there is a Send test alert button. Use it. It posts a sample alert with made-up details so you can see exactly what your team will get, and confirm it lands in the right place.
This is also the only way to catch the most common problem before a real customer is waiting: if the Aijency app has not been added to the channel, the alert cannot post. If that happens you will be told, and the fix is to open the channel in Slack and add the app.
Choosing a channel
Pick somewhere people actually look, and somewhere quiet enough that an alert stands out. A dedicated channel usually beats a busy general one, because an escalation buried under other chatter defeats the point.
Things worth knowing
Both Aijent and Aijent Relay can use Slack alerts.
Slack is not a CRM, so connecting it does not affect your CRM connection. Unlike CRMs, where connecting one disconnects another, Slack sits alongside everything else.
Slack connections do not expire, so unlike your calendar or CRM you should not need to reconnect it.
Alerts go to one channel, not several.
Also available by email
If Slack is not where your team works, escalations can be emailed instead, or as well. Both are set up in the same place.