Get agent activity in Slack, and route each agent's events to the channels you choose.
Connect Slack to get notified in your team's workspace when something happens: a new lead, a handoff request, an action that needs approval.
Connect Slack
Go to Settings, Connections and connect Slack. You authorize the Hey Support Slack app for your workspace once. This is the workspace-level step.
Route events per agent
Once Slack is connected, open Integrations on an agent to decide what goes where. For each event you care about, pick the Slack channel it should post to. Different agents can post to different channels, so a support agent's handoffs and a sales agent's leads do not land in the same place.
Events you can route include:
- New leads
- Handoff requests
- Actions that need approval
Connecting Slack is workspace-wide, but routing is per-agent. If nothing is posting, check that the specific agent has a channel set under its Integrations page, not just that Slack is connected.
Disconnecting
Disconnect Slack from the Connections hub. That removes it for the whole workspace, and any per-agent routes stop firing.