> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bubblav.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Slack Setup for Live Support

> Receive Slack messages in your unified inbox

# 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.

> [!NOTE]
>
> 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](https://api.slack.com/apps) 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:

| Scope | Purpose |
| - | - |
| `chat:write` | Post messages and replies |
| `channels:history` | Read public channel messages |
| `groups:history` | Read private channel messages |
| `im:history` | Read direct messages |
| `mpim:history` | Read group direct messages |
| `links:read:write` | Unfurl 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

> [accordion] Create a dedicated #support channel
>
> Keep support conversations in one place. This makes it easier to track and manage customer requests.

> [accordion] Use Thread Mode for busy channels
>
> In active channels, enable thread replies to keep the main channel clean while still responding to customers.

> [accordion] Set up channel-specific workflows
>
> You can have different channels for different topics (e.g., #sales, #support, #billing) and monitor them all from one inbox.

> [accordion] Configure app mentions strategically
>
> In very active channels, consider requiring @mentions to trigger bot responses and reduce noise.

## Features

| Feature | Status |
| - | - |
| 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

> [card] [Discord Setup](https://docs.bubblav.com/user-guide/live-support/discord-setup.md)
>
> Connect Discord server

> [card] [Messenger Setup](https://docs.bubblav.com/user-guide/integrations/messenger.md)
>
> Connect Facebook Messenger


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