Slack Integration Setup

Connect your Slack workspace to ReplyDock to manage WhatsApp conversations directly from Slack threads. This guide will walk you through the complete setup process.

Prerequisites

Before you begin, make sure you have:

• ✅ Admin access to your Slack workspace
• ✅ A ReplyDock account (sign up at app.replydock.app)
• ✅ Permission to install apps in your Slack workspace

---

Step 1: Access Your Slack Workspace

1. Go to app.slack.com and log in with your workspace credentials
2. Once logged in, you'll see your workspace home screen

---

Step 2: Install ReplyDock in Slack

1. Go to your ReplyDock Dashboard
2. Navigate to the Slack Integration section
3. Click the "Add to Slack" button

4. From the Workspace dropdown, select the Slack workspace where you want to install ReplyDock
5. Click the "Install ReplyDock" button

This authorizes the ReplyDock app to access your selected workspace and completes the installation.

---

Step 3: Verify ReplyDock Installation

After completing the installation:

1. Open your Slack workspace
2. Look for ReplyDock in the Apps section of your left sidebar

---

Step 4: Add ReplyDock to Your Channel

Now you need to add ReplyDock to the specific channel where you want to manage customer conversations.

1. Open the channel where you want to use ReplyDock (e.g., #customer-support)
2. In the message box, type the following command:

/invite @ReplyDock

3. Press Enter

---

Step 5: Get Your Channel ID

The Channel ID is required to link your Slack channel with ReplyDock.

1. Click on the channel name at the top (e.g., #customer-support)
2. A sidebar or pop-up window will open showing channel details
3. Scroll to the bottom of the window
4. You'll find the Channel ID displayed there
5. Click the copy icon next to it to copy the Channel ID

---

Step 6: Configure Channel ID in ReplyDock

Final step! Let's save the Channel ID in your ReplyDock dashboard.

1. Go back to your ReplyDock Dashboard
2. Navigate to the Slack Integration section
3. In Step 1: Set Channel ID, paste the Channel ID you copied from Slack
4. Click the Save Channel ID button

---

Next Steps

Now that Slack is connected, you can:

• ✅ Set up WhatsApp Business API to start receiving messages
• ✅ Learn about thread-based messaging
• ✅ Explore how to reply to customers

---

Troubleshooting

Can't find ReplyDock?

• Make sure you completed the "Add to Slack" installation
• Try searching for "ReplyDock" in your workspace's app directory
• Contact support if the bot doesn't appear after installation

Can't invite bot to channel?

• Ensure you have permission to add apps to the channel
• Try using /invite @ReplyDock (with the @ symbol)
• Make sure the bot was successfully installed in your workspace

Channel ID not working?

• Verify you copied the Channel ID (not the channel name)
• Channel IDs typically start with "C" followed by alphanumeric characters
• Make sure there are no extra spaces when pasting

Need More Help?

• 📧 Email us at support@replydock.app
• 📖 Check our FAQ
• 💬 Visit our Support page

---

Security & Permissions

ReplyDock requests the following Slack permissions:

3. Enter your app name (e.g., "ReplyDock Bot") 4. Select your workspace 5. Click Create App

Adding Bot Permissions

1. In your app settings, navigate to OAuth & Permissions
2. Scroll to Scopes → Bot Token Scopes
3. Add the following scopes:
   • chat:write - Send messages as the bot
   • chat:write.public - Send messages to channels without joining
   • channels:read - View basic channel information
   • channels:history - View messages in public channels
   • groups:read - View basic private channel information
   • groups:history - View messages in private channels
   • im:read - View direct messages
   • im:history - View direct message history
   • users:read - View user information
   • users:read.email - View user email addresses

Installing the App to Your Workspace

1. Navigate to Install App in the sidebar
2. Click Install to Workspace
3. Review permissions and click Allow
4. Copy the Bot User OAuth Token (starts with xoxb-)

Adding Tokens to ReplyDock

1. In ReplyDock, go to Settings → Integrations → Slack
2. Click Advanced Configuration
3. Paste your tokens:
   • Bot Token: Your xoxb- token
   • Signing Secret: Found in Basic Information → App Credentials
4. Click Save Configuration

Step 4: Configure Channel Routing

Set up how messages from Slack channels are handled:

1. In ReplyDock, navigate to Settings → Integrations → Slack → Channel Routing
2. Click Add Channel Mapping
3. Select a Slack channel from the dropdown
4. Choose routing options:
   • Auto-assign to: Select a team member or use round-robin
   • Default tags: Add tags automatically to messages from this channel
   • Priority: Set default priority level (Low, Normal, High, Urgent)
5. Click Save Mapping

Repeat for each Slack channel you want to monitor.

Step 5: Set Up Notifications

Configure how your team receives notifications:

1. Navigate to Settings → Notifications → Slack
2. Toggle notification types:
   • New messages: Notify when new customer messages arrive
   • Assignments: Alert when a conversation is assigned to you
   • Mentions: Notify when someone mentions you in a thread
   • SLA warnings: Alert when response times are approaching limits
3. Choose notification delivery:
   • In ReplyDock: Browser/app notifications
   • Via Slack DM: Direct message from ReplyDock bot
   • Via Email: Email notifications

Step 6: Test Your Integration

Verify everything is working correctly by testing the thread-based messaging:

Test Incoming Messages (WhatsApp → Slack)

1. Send a WhatsApp message to your connected business number
2. Check your configured Slack channel - a new thread should appear with:
   • 🟢 indicator for incoming message
   • Masked phone number (e.g., +91 ****3928)
   • The customer's message content
3. Verify the thread is created automatically

Example thread:

🟢 +91 ****3928: Hello, I need help with my order

Test Outgoing Messages (Slack → WhatsApp)

1. In the customer's thread, reply using the bot mention:

   @ReplyDockBot Thanks for your message! How can I help you today?
   

2. Press Enter to send
3. You should see a confirmation message in the thread:

   ✅ Sent to +91 ****3928 (by Your Name)
   

4. Verify the customer receives the message on WhatsApp

Test Thread Continuity

1. Have the same customer send another message within 7 days
2. Verify it appears in the same thread (not a new one)
3. Messages after 7+ days should create a new thread

Troubleshooting

Bot Not Creating Threads

• Verify the ReplyDockBot is invited to the channel:

  /invite @ReplyDockBot
  

• Check that the channel is configured in ReplyDock dashboard
• Ensure the bot has appropriate permissions

Unable to Send Replies

• Make sure you're using the correct mention format: @ReplyDockBot <message>
• Verify the Bot User OAuth Token is correctly configured
• Check that the bot has chat:write permission
• Ensure you're replying in a thread created by ReplyDock

Messages Not Delivered to WhatsApp

• Verify WhatsApp integration is configured correctly
• Check that the phone number is valid and active
• Ensure the 24-hour messaging window hasn't expired (for customer-initiated conversations)

Authorization Errors

• Re-authorize the Slack app from ReplyDock settings
• Verify your Slack workspace admin hasn't restricted app installations
• Check that all required permissions are granted

Security Best Practices

• Rotate tokens regularly: Update your Bot User OAuth Token every 90 days
• Limit channel access: Only connect channels that require customer support monitoring
• Review permissions: Periodically audit which team members have Slack integration access
• Use workspace apps: Avoid user tokens; always use workspace-level bot tokens

Next Steps

• Configure WhatsApp Integration
• Set up automated responses
• Create custom workflows

Need Help?

Contact our support team at support@replydock.app or visit our community forum.