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Connect Slack to Featurebase

Connect Slack workspaces to Featurebase and manage their support settings.

Written By Markus Palm

Last updated 4 days ago

Overview

Connect a Slack workspace to bring customer conversations into one Inbox, so your team can triage, prioritize, and respond more efficiently. You can connect multiple Slack workspaces and manage each one separately.

Connecting a workspace only authorizes Featurebase in Slack. Messages do not start synchronizing until you add and activate individual channels.

Note: Slack support is available on the Professional plan and higher. You also need the Manage Integrations permission in Featurebase. In Slack, use an account that can approve or request app installations for the workspace.

1

Connect a Slack workspace

To connect your Slack workspace to Featurebase:

  1. Go to Settings → Integrations → Slack

  2. Click ‘Connect’

  3. Choose the Slack workspace you want to connect

  4. Review and approve the requested access in Slack

  5. Return to Featurebase and choose the connected Slack workspace to manage

To connect another Slack workspace, repeat this process. Each connected workspace appears in the Slack workspace list with its connection date. Click on the desired workspace to configure it.

Note: Connecting a workspace authorizes Featurebase in Slack, but does not start synchronizing channel messages. To start using Slack for support, invite Featurebase to a channel and choose its channel type.

2

Customize the bot profile

The bot profile is used when an individual teammate's identity is not available, such as for an automated Workflow reply or a Fibi AI Agent answer.

To customize the bot profile:

  1. Go to Settings → Integrations → Slack

  2. Choose the relevant Slack workspace to manage

  3. Open Bot profile

  4. Enter the Display name shown as the sender of automated messages

  5. Upload a square Icon for the bot profile

You can change or remove the icon later.

Next step

Add and manage Slack channels to choose where and how Featurebase handles Slack messages.

FAQs

Slack Enterprise Grid is Slack's setup for companies that manage multiple Slack workspaces under one organization. An organization-wide Featurebase installation does not automatically add the app to every workspace, so a Slack Org Owner or Org Admin must choose which workspaces can use it.

Note: Slack Enterprise Grid support is only available in Featurebase on the Enterprise plan.

To add or change workspaces in a Slack Enterprise organization:

  1. Go to Settings → Integrations → Slack

  2. Click 'Choose workspaces' if none have been added, or 'Manage workspaces' to change the selection

  3. In Slack, select the workspaces and confirm your selection

  4. Return to Featurebase. After refreshing the page, the selected workspaces appear together under the Slack Enterprise organization name

Note: This section applies only if your company uses Slack Enterprise Grid and Featurebase was installed for the entire Slack organization. If you connected a regular Slack workspace, you will not see these options.

Only one Featurebase Workspace can hold the full support connection for a given Slack workspace. The first Featurebase Workspace that connects receives the full support connection.

If another Featurebase Workspace already holds the full support connection, Slack connects in notifications-only mode. You can still send feedback notifications to Slack and use approve and deny buttons, but you cannot use the support Inbox, channel ingestion, or related support settings from this connection.

Featurebase shows a ‘Notifications-only connection’ notice when this applies. Connect the Slack workspace from the Featurebase Workspace where you intend to manage Slack support before connecting it elsewhere.

Slack support is separate from the existing Slack feedback integration.

Featurebase shows ‘Reconnection required’ when the Slack connection is missing permissions needed by the current integration.

To reconnect the workspace:

  1. Click ‘Reconnect’ in the notice

  2. Review and approve the updated access in Slack

  3. Return to Featurebase and confirm that the notice has disappeared

If you cannot reconnect the workspace, see Troubleshoot Slack support.

To remove a Slack workspace:

  1. Go to Settings → Integrations → Slack

  2. Choose the relevant Slack workspace to manage

  3. Click Remove workspace

  4. Confirm by clicking Remove

Important: Removing a workspace removes all of its channel settings and Slack configuration from Featurebase. You can reconnect it later, but you will need to configure its channels again.

Still need help? Ask the team