Slack Escalation Integration
Connect LiveRecover to your Slack workspace so your team gets real-time escalation alerts when an agent needs help resolving a customer issue.
Setup
Step 1: Connect Slack
Go to Settings, then click Integrations. Find the Slack card and click Connect. A modal will appear with the Slack logo and a Connect Slack button. Click it to authorize via OAuth.
Once connected, the modal will show your Workspace and the Channel you selected. You can click Reconnect at any time to change the workspace or channel.
Step 2: Configure Slack Preferences
After connecting, you'll see these settings in the Slack modal:
Forward conversation messages to Slack (default: off)
When enabled, new conversation messages are mirrored to your connected Slack channel.
Post escalations to Slack (default: on)
When an agent escalates a conversation, a message with a Reply button is posted to the channel below.
Escalation channel
Choose which Slack channel receives escalation alerts. Can be different from your primary connected channel.
Continue sending escalations to email? (default: off)
When disabled, escalations are only posted to Slack and the email notification is skipped.
Click Save Preferences when done.
How Escalations Work
A customer sends a message that the agent can't fully resolve (e.g. shipping address change, order modification).
The agent clicks Escalate in the messaging app.
A Slack notification is posted to your configured escalation channel with:
Summary of the issue
Full conversation transcript between the agent and customer
Link to view the conversation in the LiveRecover app
Link to view the cart/checkout associated with the conversation
Your team clicks Reply on the Slack message to respond.
The response is sent back through the messaging app to our agents so they can get back to the customer.
You can read more about our Issue Escalations via email here.
If you have any questions, feel free to email us at support@liverecover.com