Overview

Use Workflows to automate support conversations that start in Slack. You can triage and route conversations, collect customer information, apply service level agreements (SLAs), let Fibi answer, and follow up with customers while they continue using Slack.

Slack uses the same no-code Workflow builder as your other support Channels. Select Slack in the trigger settings, then add customer-facing actions that interact with customers in the original Slack thread or operational actions that update the conversation in Featurebase.

Common use cases

• Triage, tag, prioritize, and route new Slack conversations

• Let Fibi answer eligible Slack conversations before a teammate gets involved

• Collect structured issue details through a native Slack form

• Apply different SLAs based on customer or Company data

• Follow up when customers or teammates become unresponsive

• Ask customers for a conversation rating after resolving their issue

• Convert complex Slack conversations into Tickets for further investigation

Get started

Before targeting Slack in a Workflow, connect your Slack workspace and activate the Customer or Community channels where you provide support.

To create a Workflow for Slack:

1. Go to Automations → Workflows

2. Click + New Workflow

3. Choose 'Create from scratch'

4. Select a supported trigger, such as ‘When customer sends their first message’

You can also start with the ‘Answer Slack conversations with Fibi’ template when you want Fibi to answer new Slack conversations before handing them to your team.

Configure trigger settings

Use the trigger settings to decide where, when, and for whom the Workflow runs.

To target Slack conversations:

1. Open the Workflow trigger

2. Select Slack under channels

3. Add Trigger rules when the Workflow should run only for specific messages or conversation details

4. Configure the Audience to target specific customers, leads, or customer segments

5. Configure Scheduling to control when the Workflow can run

6. Click 'Save and close'

Build your Workflow

Now you can start building your Workflow:

1. Add customer-facing actions to reply, collect information, show the expected reply time, request a rating, or let Fibi answer in Slack

2. Add Branches or Apply rules to create different paths based on message content, customer or Company data, conversation attributes, or Slack channel details

3. Add operational actions to assign the conversation, add tags, set priority, apply an SLA, add an internal note, or convert the conversation into a Ticket

4. Review any Channel compatibility warnings in the Workflow editor

5. Click 'Save', then 'Set live' when the Workflow is ready

Customer-facing actions interact with the customer in the original Slack thread. Operational actions update the conversation in Featurebase without posting a new customer-facing message unless the selected action says otherwise.

Test your Workflow

Before using the Workflow in a customer-facing Slack channel:

1. Create or use a private Slack channel with only the intended testers

2. Confirm that the channel is configured as a Customer or Community channel and that its ingestion mode will create a conversation from the test message

3. Start a new conversation from a Slack user who is not a Featurebase teammate

4. Confirm that the Workflow runs and the conversation appears in the Featurebase Inbox

5. Test customer-facing actions such as reply buttons, forms, Fibi, and CSAT

6. Check the Slack thread and Featurebase Inbox after every step

If the Workflow does not run or its messages do not appear in Slack, see Troubleshoot Slack support.

Examples

Automatically route Slack conversations to the right team

Route each Slack conversation using its message content, Slack channel, customer data, or Company data:

1. Create a Workflow with When customer sends their first message as the trigger

2. Select Slack under Channels

3. Add a Branches action and define the routing conditions

4. Add an Assign conversation action to each branch

5. Add supporting actions such as Tag conversation, Mark as priority, or Apply SLA

6. Add an Else branch that routes unmatched conversations to your general support team

For example:

• If the message contains billing → assign it to Billing Support

• If the linked Company's plan is Enterprise → assign it to VIP Support

• Else → assign it to General Support

Let Fibi answer new Slack conversations first

Use the ‘Answer Slack conversations with Fibi’ template to give customers an immediate answer and hand unresolved conversations to your team:

1. Go to Automations → Workflows

2. Click '+ New Workflow' and select ‘Answer Slack conversations with Fibi’

3. Open the trigger and confirm that Slack is selected under Channels

4. Configure the audience and scheduling rules

5. Open ‘Let Fibi answer’ to configure Fibi's instructions, handoff, and conversation rating settings

6. Configure the handoff path that assigns unresolved conversations to the appropriate team

7. Click 'Save', then 'Set live'

Place ‘Let Fibi answer’ before other customer-facing actions in the same step when Fibi should answer the message that triggered the Workflow. If any other customer-facing actions runs first, Fibi waits for the customer's next message. If the customer does not reply, Fibi stays silent.

Collect issue details before routing or creating a Ticket

Use ‘Collect data’ to gather structured information before your team starts investigating:

1. Create a Workflow with ‘When customer sends their first message’ as the trigger

2. Select ‘Slack’ under Channels

3. Add a ‘Message’ action that explains which information you need

4. Add ‘Collect data’ and choose the Conversation, customer, or Company attributes to collect

5. Add branches that use the submitted information to assign, prioritize, or tag the conversation

6. Add ‘Convert to Ticket’ when the request requires further investigation

The Workflow posts a ‘Fill in details’ button in the Slack thread. The customer opens the form in Slack, submits the requested fields, and Featurebase updates the configured attributes before continuing the Workflow.

Apply priority SLAs to important Slack customers

Use customer and Company data to give important accounts the right response targets:

1. Create a Workflow with ‘When customer sends their first message’ as the trigger

2. Select ‘Slack’ under Channels

3. Add a Branches action based on plan, account tier, Company, or another synced attribute

4. Add Mark as priority, Apply SLA, and Assign conversation to the priority path

5. Add an Else path for your standard support process

For example:

• If Company plan is Enterprise → mark as priority, apply the enterprise SLA, and assign to VIP Support

• Else → apply the standard SLA and assign to General Support

Ask for CSAT after resolving a Slack conversation

Use a Workflow to request customer satisfaction (CSAT) after a teammate closes a Slack conversation:

1. Create a Workflow with ‘When teammate changes conversation state’ as the trigger

2. Configure the trigger to run when the conversation changes to ‘Closed’

3. Select ‘Slack’ under Channels

4. Add ‘Ask for conversation rating (CSAT)’

5. Configure how long customers can submit or change their rating and whether the Workflow should wait for a response

6. Click 'Save', then 'Set live'

Featurebase posts the rating prompt in the original Slack thread. The customer's response is attached to the conversation. See Ask customers for a conversation rating (CSAT) to learn how ratings work and where to review them.

FAQs