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Every new conversation is posted in a Slack channel you pick. Each later message in it, from the customer, your team or the AI, is a reply in that post’s thread. A reply your team types in the thread goes to the customer, on the channel they wrote in on: email, chat, WhatsApp or any other. Slack is not a channel. No customer writes to you on Slack; it is a place your team works from, like Discord.

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Connect

  1. In miniDesk, go to Channels and choose Connect on the Slack card. You need to be an owner of the workspace.
  2. Choose Continue to Slack, and allow the miniDesk app in your Slack workspace.
  3. Back on Channels, open Slack and pick the channel conversations are posted in. For a private channel, invite the miniDesk app to it first (/invite @miniDesk).
One Slack workspace connects to one miniDesk workspace.

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Answer from Slack

  • Reply in the thread of a conversation. The customer gets it under your name, exactly as if you had sent it from miniDesk.
  • Start with note: to write an internal note instead. Only your team sees it in miniDesk; the customer never does.
Only people whose Slack email address belongs to an active member of the miniDesk workspace can answer. Anyone else in the channel who replies in a thread gets a message only they can see, and nothing reaches the customer. Internal notes written in miniDesk are never posted to Slack.

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What the app can see

The app asks Slack to:

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Pause or disconnect

On Channels, open Slack. Post conversations off keeps the connection and posts nothing. Disconnect forgets the access Slack gave miniDesk; what was already posted stays in Slack. If miniDesk cannot post, for example because the app was removed from the channel, the Slack row says Needs attention with the reason.