Integrations
Slack
How your agents post alerts and summaries into the Slack channels you choose, containing only the details you decide.
On this page
If your teams coordinate in Slack, your agents can post alerts and summaries into the channels you choose, during or after a conversation. The sales team hears about a buyer who is ready to view while the interest is fresh. The operations team hears about an escalation as it happens. Nobody has to watch another system to know what needs attention.
The connection is configured during implementation, and each alert contains only what you choose.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Post escalation alerts | When a conversation reaches one of your escalation triggers, the right channel is told | A guest complaint handed to the duty manager, flagged in the escalations channel |
| Flag customers ready to buy | Signs that a customer is close to a decision are posted while the interest is fresh, configured during implementation | A buyer asking to reserve a unit, posted to the sales channel |
| Flag commitments at risk | Promises made to customers that are close to being missed are posted, configured during implementation | A refund promised by Thursday that has not been processed |
| Post summaries | A summary of a conversation, or of a period, is posted after the fact | A morning summary of overnight enquiries |
How it connects
Your Slack administrators install a dedicated Slack app for the connection in your workspace and add it only to the channels you choose. Access is granted with OAuth (the standard way to give an application limited access without sharing a password), and the app is given permission to post messages. It does not read your team's conversations.
Credentials are stored encrypted in your deployment, every call travels over TLS 1.2 or higher (Transport Layer Security, which encrypts data in transit), and the connection runs from your deployment in your chosen region. Messages posted into Slack are held by Slack under your agreement with Slack, in the location that agreement sets.
What each alert contains
You decide what each type of alert includes. An alert can carry the reason, the customer's name and the conversation reference, or only the reason and the reference, with personal information redacted. Your team opens the full conversation in the Telonic console, where access follows your roles and permissions.
Permissions
| Permission | Needed for | Default |
|---|---|---|
| Post messages to named channels | Alerts and summaries | Only the channels the app is added to |
| Read messages in your channels | Not needed | Not granted |
| Read your member directory | Not needed | Not granted |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. See Permissions.
In practice
A Dubai brokerage connects Slack to its sales team's channel.
- On a Friday evening, Hamza messages on WhatsApp about a two-bedroom apartment at Marina Heights. He confirms his budget and asks to view on Saturday.
- The agent recognises the signals of a buyer close to a decision and posts an alert to "#sales-hot-leads" with the property, the requested time and the conversation reference.
- The duty consultant picks it up in Slack, opens the conversation in the console and calls Hamza that evening.
- Hamza's conversation and the viewing he asked for are already in his customer record when the consultant calls.
Related
- Team messagingIntegrations
- Escalation rulesGovernance and control
- Commitments and promise trackingCustomer record
- Personal information redactionSecurity and data protection
- PermissionsIntegrations
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