Slack

Connect a Slack workspace to Sift to turn channels into a support inbox: track customer-facing channels, route incoming questions to your team, and let agents reply from Sift the same way they would in Slack.

At a glance

Set it up

Go to Settings → Integrations → Slack and click Connect. The OAuth flow installs the Sift app in your Slack workspace. Then:

1. Pick channels Sift should monitor (public, private, Connect - all work).
2. (Optional) Connect your own Slack user so replies post as you, and DMs / Slack Connect threads your user is in can be tracked.
3. Pick a triage channel where Sift posts notifications when actions come in or hit SLA risk.
4. Configure slash commands and reactions: what /close or a ✅ reaction should trigger.

See Setup a Slack Integration for the step-by-step including OAuth scopes and admin permissions.

What you can do

Reply in-thread from the inbox - Sift posts back to the same Slack channel and thread so the customer sees the answer in context. Reply as yourself (if you've connected your own Slack user) so messages attribute to your handle, not a bot. Saved responses insert templated replies with a shortcut.

Trigger workflows off any Slack signal (channel, reaction, mention, sentiment) - close, route, assign, escalate. Apply auto-reply bots for FAQ patterns. Use slash commands directly from Slack to close, route, or look up saved responses without leaving the workspace.

Notifications back to Slack

Pick a Slack channel where Sift posts when actions come in, get assigned, or hit SLA risk. Use it as a triage room - the on-call agent watches that channel and claims items from there. Sift can also DM individual teammates on assignment, configurable per agent.

What Sift ingests

For each tracked channel:

• Top-level messages - each becomes a new action in the inbox
• Thread replies - appended to the parent action's conversation history
• Reactions - captured as signal (sentiment + bot triggers)
• File and link attachments

Beyond channels (optional, per-agent):

• DMs and Slack Connect threads that your connected user is part of - useful when 1:1 customer questions wouldn't otherwise show up in a public channel. Each teammate opts in for their own account; nothing happens automatically.

Mentions: any @-mention of your support handle, a Sift bot account, or a configured staff group flags the message as needing a response, the same as any other inbound.

Not supported today

• Slack Workflow Builder, Canvases, Lists, Huddles: these surfaces aren't ingested.
• Message edits and deletes: when a Slack user edits or deletes a tracked message, Sift keeps the original (the inbox is an audit log, not a live mirror).
• External-to-external messages in Slack Connect: Sift only ingests messages where your workspace is the receiving side; cross-org messages between two outside teams aren't visible.