Skip to main content

​
Slack Setup

Connect your Slack workspace to receive customer messages in Live Support. Messages from connected channels appear in your unified inbox alongside website widget and other platform conversations.
Slack integration requires Pro plan or higher.

​
Prerequisites

  • Slack workspace admin access
  • BubblaV Pro plan or higher
  • Ability to install apps in your workspace

​
How It Works

When customers message in connected Slack channels:
  1. Message appears in Live Support inbox with Slack badge
  2. Agent replies from dashboard
  3. Reply is posted to Slack channel/thread

​
Setup Steps

1

Create Slack App

Go to Slack API and click “Create New App”. Choose “From scratch”.
2

Configure Bot Permissions

In “OAuth & Permissions”, add these bot scopes:
  • chat:write - Send messages
  • channels:history - Read channel messages
  • groups:history - Read private channel messages
  • im:history - Read DMs
  • mpim:history - Read group DMs
3

Enable Event Subscriptions

In “Event Subscriptions”, enable events and subscribe to:
  • message.channels - Channel messages
  • message.groups - Private channel messages
  • message.im - Direct messages
Set the Request URL to:
https://your-domain.com/api/slack/events
4

Install App to Workspace

Click “Install to Workspace” and authorize the app. Save the Bot User OAuth Token.
5

Connect in BubblaV

Go to Dashboard > Integrations > Slack and click “Add Workspace”.
6

Enter Bot Token

Paste your Bot User OAuth Token (starts with xoxb-).

​
Bot Scopes

Required Slack bot scopes:
ScopePurpose
chat:writePost messages and replies
channels:historyRead public channel messages
groups:historyRead private channel messages
im:historyRead direct messages
mpim:historyRead group direct messages
links:read:writeUnfurl links (optional)

​
Thread Mode

Slack messages can be replied as:
  • Channel message: Posted directly to the channel
  • Thread reply: Posted as a threaded reply to the original message
Thread mode is automatically detected from the original message context.

​
Best Practices

Keep support conversations in one place. This makes it easier to track and manage customer requests.
In active channels, enable thread replies to keep the main channel clean while still responding to customers.
You can have different channels for different topics (e.g., #sales, #support, #billing) and monitor them all from one inbox.
In very active channels, consider requiring @mentions to trigger bot responses and reduce noise.

​
Features

FeatureStatus
Message routing to inbox✅ Supported
Agent replies to Slack✅ Supported
Thread replies✅ Supported
DM support✅ Supported
Channel messages✅ Supported
Bot message filtering✅ Auto-filtered

​
Troubleshooting

Bot not responding:
  • Verify Bot Token is correct in integration settings
  • Check bot is invited to the channel (/invite @YourBotName)
  • Ensure Event Subscriptions URL is verified
Messages not appearing in inbox:
  • Check that event subscriptions are enabled
  • Verify workspace is connected in BubblaV dashboard
  • Ensure bot has required scopes
Bot messages being filtered:
  • This is expected behavior. Bot messages (including the bot’s own replies) are automatically filtered from the inbox to prevent loops.

​
Security Considerations

  • Bot tokens grant access to your workspace - keep them secret
  • Only grant necessary scopes to the bot
  • Regularly review which channels the bot has access to
  • Use workspace-level policies to control app installations

​
Next Steps

Discord Setup

Connect Discord server

Messenger Setup

Connect Facebook Messenger