# 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 <a href="#setup-instructions" id="setup-instructions"></a>

### Inititate Integration

{% stepper %}
{% step %}
Log in to **TheLoops** using an **Admin** account.
{% endstep %}

{% step %}
Navigate to **Settings → Integrations** module.
{% endstep %}

{% step %}
Click on the **“+ Add Integration”** button.
{% endstep %}

{% step %}
Search for **Slack** integration and open it.
{% endstep %}
{% endstepper %}

### Configuration

{% stepper %}
{% step %}
In the **Basic** tab, enter a suitable name for the integration.
{% endstep %}

{% step %}
Select the required **Capability**:

* Helpdesk
* Collaboration
  {% endstep %}

{% step %}
Click on the **Next** button.
{% endstep %}
{% endstepper %}

### Authentication setup <a href="#authentication-setup" id="authentication-setup"></a>

#### For Helpdesk & CRM capabilities:

{% stepper %}
{% step %}
In the **Authentication** tab, select the preferred **Environment**.
{% endstep %}

{% step %}
Choose the appropriate option from **“Pull Record By”**:

* Created Time
* Updated Time
  {% endstep %}

{% step %}
Enter your **Salesforce domain URL** in the designated field.
{% endstep %}

{% step %}
Fill in all mandatory fields as required.
{% endstep %}
{% endstepper %}

{% hint style="info" %}
For **Collaboration Capability**, all configurations remain the same as Helpdesk. Only the capability selection differs.
{% endhint %}

### Authentication

{% stepper %}
{% step %}
On the **Authentication** tab, click on the **Connect** button.
{% endstep %}

{% step %}
An authentication window will open.
{% endstep %}

{% step %}
Enter your **Slack workspace** and click **Continue**.
{% endstep %}

{% step %}
Sign in using your preferred method (Email / Google / Apple).
{% endstep %}

{% step %}
Enter the verification code sent to your email.
{% endstep %}

{% step %}
After successful authentication:

* You will be redirected to the **permission (Allow)** screen.
* Select the required **Slack Channel** for webhook notifications.
* Click on **Allow**.
  {% endstep %}

{% step %}
The integration will be added successfully.
{% endstep %}

{% step %}
A success message will confirm successful setup.
{% endstep %}
{% endstepper %}

### Verification <a href="#validation-and-verification" id="validation-and-verification"></a>

{% stepper %}
{% step %}
Navigate back to the **Integrations** module.
{% endstep %}

{% step %}
Click on the **Test Connection** icon (beside the delete icon).
{% endstep %}

{% step %}
If the test connection is successful, a confirmation message will be displayed, indicating that the integration is configured correctly.
{% endstep %}
{% endstepper %}

## Token management (OAuth integration) <a href="#token-management-oauth-integration" id="token-management-oauth-integration"></a>

### 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 <a href="#token-regeneration-steps" id="token-regeneration-steps"></a>

{% stepper %}
{% step %}
Navigate to **Settings → Integrations**.
{% endstep %}

{% step %}
Perform **Test Connection**:

* If it fails, it indicates that the token has expired.
  {% endstep %}

{% step %}
Click on the **Edit** icon for the respective integration.
{% endstep %}

{% step %}
Go to the **Authentication** tab.
{% endstep %}

{% step %}
Click on the **Re-generate Token** option.
{% endstep %}

{% step %}
The authentication window will open again.
{% endstep %}

{% step %}
Enter your **Slack workspace** and click **Continue**.
{% endstep %}

{% step %}
Sign in using your preferred method.
{% endstep %}

{% step %}
Enter the verification code sent to your email.
{% endstep %}

{% step %}
On the **Allow** permission screen:

* Select the required **Slack Channel**.
* Click **Allow**.
  {% endstep %}

{% step %}
A success message will confirm that the token has been refreshed.
{% endstep %}

{% step %}
Perform **Test Connection** again to verify successful authentication.
{% endstep %}
{% endstepper %}


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