Connecting Slack

Overview#

Many B2B teams support customers through shared Slack Connect channels. Klyra integrates with Slack to pull these conversations into your unified inbox — giving you SLAs, AI routing, health score signals, and full conversation history alongside your other channels.

Step 1: Install the Slack integration#

1. Go to Settings > Integrations
2. Find Slack and click Connect
3. You'll be redirected to Slack's OAuth flow — authorize Klyra for your workspace
4. Select which workspace to connect and click Allow

Klyra needs the following permissions:

• Read messages in channels where it's added
• Post messages on behalf of your team
• View channel membership

Step 2: Map Slack channels to customer accounts#

After connecting, go to Settings > Slack:

1. Click Add Channel Mapping
2. Select a Slack Connect channel from the dropdown
3. Map it to a customer account in Klyra (or create a new one)
4. Choose which inbox should receive conversations from this channel

Repeat for each customer channel you want to track.

Step 3: Enable triage (optional)#

Slack triage automatically classifies incoming messages as:

• Support request — creates a conversation in Klyra
• General discussion — logs activity but doesn't create a ticket
• Urgent — creates a high-priority conversation and notifies the assigned team

To enable triage:

1. Go to Settings > Slack > Triage
2. Toggle AI Triage on
3. Select a triage channel where classified messages will be posted
4. Configure notification preferences for urgent messages

How it works in practice#

1. A customer posts a message in a shared Slack Connect channel
2. Klyra's AI classifies the message (support request, discussion, urgent)
3. Support requests appear in your Klyra inbox
4. Your team can reply from Klyra — the response is posted back to Slack
5. The conversation contributes to the customer's health score and activity timeline

Slack-specific features#

Emoji reactions#

React to a message in Slack with specific emojis for quick actions:

Thread support#

Klyra tracks Slack threads as part of the same conversation. Replies in a thread are grouped together, so your team gets full context.

Broadcasts#

Send announcements to multiple customer Slack channels at once:

1. Go to Campaigns > New Broadcast
2. Select "Slack" as the delivery channel
3. Choose which customer channels to include
4. Write your message and schedule or send immediately

Troubleshooting#

Channels not appearing in dropdown:

• Make sure the Klyra bot has been invited to the channel (/invite @Klyra)
• Slack Connect channels must be shared with your workspace first
• Refresh the page after adding the bot to new channels

Messages not syncing:

• Verify the channel mapping is active in Settings > Slack
• Check that the Slack integration hasn't been disconnected (Settings > Integrations)
• Klyra only processes new messages after the integration is set up — it doesn't backfill by default

Replies not posting to Slack:

• Ensure the Klyra bot has permission to post in the channel
• Check that the channel mapping has the correct Slack channel selected

Next steps#

• Set up the AI agent to assist with Slack conversations
• Configure SLAs to track response times for Slack channels
• Understand health scores to see how Slack activity affects customer health