Slack Helpdesk & Collaboration
Overview
The Slack Integration enables seamless communication and workflow automation by connecting your platform with Slack. It allows teams to receive real-time notifications, manage support activities, and collaborate efficiently within Slack channels. This integration supports both Helpdesk and Collaboration capabilities, ensuring streamlined operations and improved team productivity.
Prerequisites
Ensure the following requirements are fulfilled before initiating the integration:
An active Slack workspace account.
Valid Slack credentials.
Access to the platform (TheLoops) with Admin role privileges.
Best practices
Use Active Browser Session: If you are already logged into Slack in the same browser, authentication may complete automatically.
Select Appropriate Channels: Choose the correct Slack channel during authorization to ensure relevant notifications.
Validate Integration Post Setup: Always perform a Test Connection after setup or token refresh.
Monitor Token Expiry: Periodically verify integration health and refresh tokens proactively.
Ensure Proper Permissions: Use appropriate workspace permissions to avoid authorization issues.
Setup instructions
Inititate Integration
Log in to TheLoops using an Admin account.
Navigate to Settings → Integrations module.
Click on the “+ Add Integration” button.
Search for Slack integration and open it.
Configuration
In the Basic tab, enter a suitable name for the integration.
Select the required Capability:
Helpdesk
Collaboration
Click on the Next button.
Authentication setup
For Helpdesk & CRM capabilities:
In the Authentication tab, select the preferred Environment.
Choose the appropriate option from “Pull Record By”:
Created Time
Updated Time
Enter your Salesforce domain URL in the designated field.
Fill in all mandatory fields as required.
For Collaboration Capability, all configurations remain the same as Helpdesk. Only the capability selection differs.
Authentication
On the Authentication tab, click on the Connect button.
An authentication window will open.
Enter your Slack workspace and click Continue.
Sign in using your preferred method (Email / Google / Apple).
Enter the verification code sent to your email.
After successful authentication:
You will be redirected to the permission (Allow) screen.
Select the required Slack Channel for webhook notifications.
Click on Allow.
The integration will be added successfully.
A success message will confirm successful setup.
Verification
Navigate back to the Integrations module.
Click on the Test Connection icon (beside the delete icon).
If the test connection is successful, a confirmation message will be displayed, indicating that the integration is configured correctly.
Token management (OAuth integration)
Overview
The Slack integration uses OAuth-based authentication. Access tokens expire after a defined duration, which may cause the Test Connection to fail. Tokens can be refreshed without reconfiguring the integration.
Token refresh steps
Navigate to Settings → Integrations.
Perform Test Connection:
If it fails, it indicates that the token has expired.
Click on the Edit icon for the respective integration.
Go to the Authentication tab.
Click on the Re-generate Token option.
The authentication window will open again.
Enter your Slack workspace and click Continue.
Sign in using your preferred method.
Enter the verification code sent to your email.
On the Allow permission screen:
Select the required Slack Channel.
Click Allow.
A success message will confirm that the token has been refreshed.
Perform Test Connection again to verify successful authentication.
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