Get chats in Slack and reply from Slack
Connect Slack to post new chats to a channel, follow each conversation in its own thread, and reply, claim or resolve chats without leaving Slack.
With Slack connected, every new chat on your website arrives in a Slack channel as its own message and thread. Your team can follow the conversation there and, with two-way replies on, answer the visitor and claim or resolve the chat from Slack.
#Connect Slack
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Go to Settings Integrations Slack and choose your website.
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Click Connect Slack, then allow access in Slack.
You come back to Pengo, and the page shows Connected to and your Slack workspace’s name.
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In Slack, invite the Pengo app to the channel you want to use. Type
/invite @Pengoin that channel. -
Back in Pengo, under Channel, pick the channel. New chats on this website are posted there, one thread per chat.
Changes save on their own. The page header shows Saved when they’re stored.
If you use your own Slack app instead, paste its bot token (it starts with xoxb-) under Connect with a bot token and click Connect. The card lists the Slack permissions the app needs.
#Choose what reaches the channel
Under Notifications:
| Setting | What it does | Default |
|---|---|---|
| New conversations | Posts a message when a visitor starts a chat. | On |
| Follow conversations in threads | Copies every visitor message, and the replies sent from Pengo, into the chat’s thread. | Off |
Each new chat message shows the visitor’s name and email, the website, the page they’re on and their first message, with an Open in Pengo button.
#Reply from Slack
Turn on Two-way replies under Reply from Slack. Then:
- A reply in a chat’s thread goes to the visitor, sent as the teammate who wrote it.
- Each new chat message gets Claim and Resolve buttons. Claim takes the chat yourself, and Resolve asks you to confirm first, because the visitor may get a transcript and a rating request.
- Pengo notes in the thread who claimed or resolved the chat.
Two-way replies also turn on Follow conversations in threads, so you see the whole conversation.
#Who can reply
Pengo works out who you are from your Slack account:
- The confirmed email on your Slack profile must match the email you sign in to Pengo with.
- You need access to that website in Pengo, and a role other than Viewer.
- You must be a member of the Slack workspace that’s connected.
If something doesn’t match, Pengo doesn’t send your reply to the visitor. It answers you in Slack with the reason, for example asking you to sign in to Pengo with the same email you use in Slack.
#Disconnect Slack
Click Disconnect at the top of the Slack page and confirm. Slack notifications and replies from Slack stop for this website.
Common questions
Why can't I reply to a visitor from Slack?
Turn on Two-way replies, and reply inside the chat's thread. Pengo matches you by email, so the confirmed email on your Slack profile must be the one you sign in to Pengo with. Viewers can't reply.
No channels show up after I connect. What do I do?
Invite the Pengo app to the channel first. Type /invite @Pengo in the channel, then come back to the Slack page and pick it.
Can each website post to a different channel?
Yes. Slack settings are per website. Choose a website at the top of the Slack page, connect it and pick its channel.
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