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Slack Integration

HelpYap connects to Slack so your team gets notified about escalated conversations instantly. Choose between one-way notifications or full two-way messaging where agents can reply to customers directly from Slack threads.

Two Options

Two-Way Chat (Recommended)

Agents reply in Slack threads and their messages appear in the customer's chat widget. Customer replies are forwarded back to the Slack thread. Full conversation context in one place.

One-Way Notifications

Get a Slack notification when a conversation is escalated. Your team then handles it from the HelpYap dashboard. No replies go back through Slack.

Set Up Two-Way Chat

Three steps — takes about 2 minutes:

  1. Connect Slack: Go to Project Settings → Integrations and click the Add to Slack button. This opens a Slack authorization page — click Allowto connect your workspace. You'll be redirected back automatically.
  2. Enter your Channel ID: In Slack, right-click the channel where you want escalations posted, click View channel details, then copy the Channel IDat the bottom. Paste it in the "Slack Channel ID" field in HelpYap settings.
  3. Invite the bot: In your Slack channel, type /invite @HelpYap to add the bot to the channel. Without this, the bot can't post messages.

That's it. No API keys, no secrets, no webhook URLs to configure. The OAuth flow handles everything automatically.

Set Up One-Way Notifications

If you only need notifications (no replies from Slack):

  1. In Slack, go to your Slack App settings and create an Incoming Webhook for your channel
  2. Copy the webhook URL (starts with https://hooks.slack.com/services/...)
  3. Paste it in Project Settings → Integrations → Slack Webhook URL

How Two-Way Messaging Works

Once connected, messages flow automatically:

1. Customer needs help → Slack

When a conversation is escalated (by the AI or keyword trigger), HelpYap posts a summary to your Slack channel with the conversation history and a link to the dashboard.

2. Agent replies in Slack thread → Widget

Reply in the Slack thread and your message appears in the customer's chat widget within seconds. The customer sees it as an agent message.

3. Customer replies → Slack thread

When the customer sends a new message, it appears in the same Slack thread — keeping the full conversation in one place.

Tips

  • Create a dedicated #support channel for HelpYap escalations to keep things organized
  • Always reply in the thread (not the main channel) — only thread replies are forwarded to the customer
  • You can use both two-way chat and one-way webhook on the same project. The webhook sends a simpler notification while the bot enables full thread-based conversations
  • If you disconnect and reconnect Slack, you'll need to re-invite the bot to your channel