How it works

The Productlane Slack integration lets you manage all your shared Slack Connect channels with customers in one place. Add the bot to a channel, and every message will sync automatically. You can reply from Productlane, and your response will appear as a thread in Slack.

Keep every customer conversation in one place with Productlane, across email and live chat, without switching tools. Link Slack threads directly to Linear issues and keep all discussions tracked, searchable, and assigned. Collaborate internally through private side notes, and let customers view their linked Linear issues and projects in the support portal.

How to install Slack

After that, you can quickly invite our new Slack app to your channels. It will automatically turn Slack messages into Productlane threads, and you can respond, snooze, and close Slack conversations in Productlane and link them to Linear.

1. Install Slack in the Settings
   Click here to open the settings for Slack.

2. Invite the Productlane bot to your Slack channels

   Open Slack and type “/add app” in a channel, and select the Productlane bot.

   

3. From now on, every message will be sent to Productlane

   From where you can answer, snooze and link Linear issues and make sure that no message goes unnoticed.

Note that messages your customers send in Slack all get collected into one single Productlane thread, until anyone replies to one of those Slack messages using Slack’s “Reply to Thread”.

As soon as a Slack thread is created, the next top-level message in that channel will become a new Productlane thread.

Set a private notification channel

If you want to add a private channel as a notification channel, please invite the bot to this channel with the /invite Slack command, and then you’re able to set this as a notification channel when you hit the /notify command.