> ## Documentation Index
> Fetch the complete documentation index at: https://docs.withchanneled.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Direct Messages

> Capturing direct messages from Slack

## 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.

### 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.

### Limitations

<Info>Make sure you have the latest version of Channeled installed for the most up-to-date set of permissions required.</Info>

* 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.

### 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](mailto:hi@withchanneled.com).