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Overview

The Slack action lets your AI agent post a message to a Slack channel you choose whenever a customer mentions a topic you want to be notified about. The notification includes a direct link to the conversation, so your team can open it straight from Slack.

Best for:

Alerting your team to issues worth a human’s attention (late orders, churn risk, bug reports) without escalating the conversation itself.
Common Use Cases:
  • Flagging a complaint or a late order to the support channel
  • Notifying sales when a customer asks about enterprise pricing
  • Telling your team about a reported bug as soon as it comes up
Prerequisite: Before using the Slack action, connect Slack to Chatbase.

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How to create the action

1

Navigate to Actions

Go to your Chatbase dashboard and select your agent. Click Build > Actions in the left sidebar.
2

Create the Action

Click Create action, select Slack, then click Start customizing.
3

Choose your workspace

Select the Slack workspace you want connected to this action.
Selecting the Slack workspace for the action
4

Configure General Settings

When to use: Provide a detailed description explaining when the agent should use this action, including the channel to post to and the topics that should trigger it. See Examples below.To restrict the action to procedure steps only, turn on Only use in procedures. When it’s on, the When to use field is hidden, because the agent no longer decides when to call the action.
The When to use field for the Slack action
5

Choose Channels

Use Channels to control where the action is available. Toggle the action on or off for each configured channel, then click Save. Some channels may be incompatible with the action and won’t be available for selection.
6

Enable and Test

Click Save, then ensure the action is toggled to Enabled so the agent can post to your Slack channel.
Enabling the Slack action
Test the action in the Action Preview before enabling it, to confirm the agent posts to your Slack channel when your instructions are met.

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Examples

A When to use description that names both the channel and the trigger topics:
The agent triggering a Slack notification in chat
Once the customer mentions an issue with a late order, a Slack notification is sent to the connected channel, with a direct link to that conversation:
A Chatbase notification in a Slack channel, linking back to the conversation

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Best Practices

Name the Channel Explicitly

Include the destination channel in your When to use description so notifications land where the right people are watching.

List the Trigger Topics

Spell out the topics that should fire a notification. Vague instructions produce either noise or silence.

Notify, Don't Escalate

Slack tells your team something happened, but it doesn’t hand over the conversation. For that, use Escalations or Chatbase live chat.

Test Before Enabling

Send a test message from the Action Preview and confirm it arrives in the right channel before you turn the action on.