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Overview

Channeled enables individual users to capture important messages from DMs in Slack. When captured, these messages can be further synced to other tools or accessed via the Channeled API.

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Functionality

  • Individual users are able to use an escalation emoji to turn DM conversations into tracked threads.
  • Only threads with escalation emojis are tracked; Channeled does not automatically read, capture, or track any threads that do not have an escalation emoji.
  • Once escalated, threads can be further synced to Zendesk, Intercom, Freshdesk, Salesforce, and Hubspot.

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Limitations

Make sure you have the latest version of Channeled installed for the most up-to-date set of permissions required.
  • Replies from helpdesks are presented back to Slack on behalf of the escalation user (e.g, the internal team member who originally escalated the message from DMs).
  • External contacts (e.g, the user the team member is DM’ing with) cannot use the escalation emoji directly; the emoji must be added by the internal team member in DMs.

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Configuration and Setup

We’re excited you’re interested in trying direct message syncing out for your workspace! DM syncs are currently in private beta – to enable access, reach out to us at hi@withchanneled.com.