Overview

Plain’s Slack integration makes it easy to support customers via Slack at scale. It syncs messages from selected Slack channels directly into Plain, so your team can triage, respond, and track requests with full visibility, context, and control. Use structured workflows, link to Linear, Jira, Incident.io and many more integrations, track SLAs, and bring in AI to speed up replies – all from a single place.

Getting started with Slack + Plain

1. Connect your Slack workspace

1. In Plain, go to Settings → Slack.

2. Click Connect to Slack.

3. Follow the prompts to authorize the right Slack workspace.

4. Grant permission for replies to be sent from your Slack profile – this is how Plain replies show up in Slack.

2. Add Plain to the right Slack channels

1. Once connected, navigate to Settings -> Slack to set up auto-join rules based on your Slack channels' prefix/suffix.

2. If you prefer to do this manually, go to the Slack channel and type /invite and select Add apps to this channel, then choose Plain.

3. You can choose whether a channel is a Customer or Discussion channel or whether it is disabled from Settings.

3. Reply to Slack messages directly from Plain

Messages from connected channels will appear as threads in Plain. Type your response in Plain and it will post back to Slack as if you typed it there.

CSAT for Slack

You can natively send CSAT surveys to customers who have submitted a request through Slack. Check out our CSAT article for more information.