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Slack Notifications

Get notified in Slack when your agent needs to alert your team.

Connect a Slack channel so your agent can alert your team during conversations. When a visitor reports an urgent problem, shares an important lead, or asks for a follow-up, April posts a notification straight to the channel you choose — so the right people see it in seconds.

Setup

Step 1: Create a Slack Incoming Webhook

  1. Go to Slack Incoming Webhooks
  2. Create or select a Slack app for your workspace
  3. Enable Incoming Webhooks
  4. Click Add New Webhook to Workspace
  5. Choose the channel you want notifications to post to (for example, #support or #leads)
  6. Copy the generated webhook URL — it starts with https://hooks.slack.com/services/…

The webhook is tied to the single channel you pick here. To notify a different channel, create a separate webhook for it.

Step 2: Connect in April

  1. Open your chatbot in the April dashboard
  2. Go to Integrations in the sidebar
  3. Find Slack and click Connect
  4. Paste your webhook URL into the Incoming webhook URL field
  5. Click Connect Slack

When you connect, April posts a test message to your channel to confirm everything is wired up correctly. If the message doesn't appear, double-check that you copied the full webhook URL and that the channel still exists.

Step 3: Test It

Go to the Playground and try a message that should raise a flag, such as:

  • "I've been charged twice and need someone to fix this now."
  • "Can a person follow up with me about a custom plan?"

When the agent decides the situation needs your team's attention, it posts a summary to your Slack channel.

How It Works

Slack notifications are one-way and outbound. Your agent keeps handling the conversation as usual, and when something warrants a heads-up, it posts a message to your channel.

During a conversation, the agent:

  1. Spots the moment — recognizes a customer needs human help, reports an urgent issue, or asks for a follow-up
  2. Writes a summary — captures what the customer needs and any details they shared, like their name, email, or order number
  3. Posts to your channel — sends the notification to the Slack channel behind your webhook
  4. Keeps chatting — continues to assist the visitor while your team is alerted

Notifications are informational. Your team reads them in Slack and follows up however you normally would — by email, phone, or your help desk.

Example Conversation

Visitor: I placed order #4821 two weeks ago and it still hasn't shipped. This is really frustrating.

Agent: I'm sorry about the delay on order #4821 — I completely understand the frustration. I've flagged this to our team so someone can look into it right away. Could you confirm the best email to reach you at?

Visitor: Sure, it's jordan@example.com

Agent: Thanks, Jordan. Our team has been notified and will follow up at jordan@example.com shortly.

Behind the scenes, your #support channel receives a message like:

Customer needs help — order #4821 has not shipped after two weeks.
Name: Jordan
Email: jordan@example.com

Tips

  • Use a dedicated channel — a channel like #april-alerts keeps notifications visible without crowding busy team channels.
  • Set up Slack notifications for the channel — turn on alerts for the channel in Slack so your team sees important messages right away.
  • Combine with lead capture — when the agent already has a visitor's email, that detail is included in the notification so your team can follow up faster.

FAQ

Can my team reply to the customer from Slack? No. Slack notifications are one-way alerts so your team knows something needs attention. To have a person take over the chat in real time, see Human Handoff.

Can I send notifications to more than one channel? Each connection posts to the one channel behind its webhook. To use a different channel, create a new Incoming Webhook for that channel in Slack and reconnect with its URL.

Why didn't a test message appear when I connected? The webhook URL was likely incomplete or the channel no longer exists. Recreate the webhook in Slack, copy the full URL, and connect again.

Will I get a notification for every conversation? No. The agent only posts when a customer needs human help, reports an urgent problem, or asks for a follow-up — not for routine questions it can answer on its own.

How do I stop notifications? Open Integrations, find Slack, and click Disconnect. Your agent stops posting to the channel immediately.