Slack Integration Setup

Learn how to connect Slack to ReplyDock and configure token authentication.

Slack Integration Setup

Connect your Slack workspace to ReplyDock to manage customer conversations directly from your team's communication hub.

Prerequisites

Before you begin, make sure you have:

  • Admin access to your Slack workspace
  • A ReplyDock account with Admin permissions
  • Access to your workspace settings

Step 1: Install the ReplyDock Slack App

  1. Log in to your ReplyDock dashboard
  2. Navigate to Settings → Integrations
  3. Click on the Slack card
  4. Click Connect to Slack

This will redirect you to Slack's authorization page.

Step 2: Authorize ReplyDock

On the Slack authorization page:

  1. Select your workspace from the dropdown (if you're part of multiple workspaces)
  2. Review the permissions ReplyDock is requesting:
    • Read messages from channels you're invited to
    • Post messages on your behalf
    • Access user information
    • Manage channel settings
  3. Click Allow to grant permissions

You'll be redirected back to ReplyDock once authorization is complete.

Step 3: Configure Slack Bot Token (Advanced)

For custom integrations or self-hosted deployments, you can manually configure Slack tokens:

Creating a Slack App

  1. Go to Slack API Apps
  2. Click Create New App → From scratch
  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:

  1. Send a test message in one of your connected Slack channels
  2. Check that the message appears in your ReplyDock inbox
  3. Reply to the message from ReplyDock
  4. Verify the reply appears in the Slack channel

Troubleshooting

Messages Not Appearing in ReplyDock

  • Verify the ReplyDock app is invited to the channel (type /invite @ReplyDock in the channel)
  • Check that channel routing is configured for that specific channel
  • Ensure the bot has appropriate permissions

Unable to Send Replies

  • Verify the Bot User OAuth Token is correctly configured
  • Check that the bot has chat:write permission
  • Ensure the bot is a member of the channel

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

Need Help?

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