Slack integration

What it does

Each Slack channel you add gets two kinds of messages:

• After each call: who called, the agent, the duration, the status, why the call ended, the caller's message and the summary, plus a link that opens the call. For agents that book appointments, also whether one was booked.
• During a call: when a caller wants someone from your team or needs something your agent can't do, your agent posts its message to your team, the conversation up to now and a link to Live Monitoring, where you can hear the call with Live Listen and talk to the caller yourself with Take Over.

Connect Slack

1. Create an app at api.slack.com/apps and choose your workspace.

2. Open Incoming Webhooks and turn on Activate Incoming Webhooks.

3. Click Add New Webhook to Workspace, pick the channel and click Authorize.

4. Copy the webhook URL.

5. In your dashboard, open Slack & Teams and choose Add channel. Enter a Channel name, paste the URL under Webhook URL and choose Add.

   

6. Kesru posts a first message to the channel to check the URL. Once it has arrived, the channel shows under Channels.

   

Choose which calls a channel gets

When you add a channel, you decide which calls it gets:

• Agent: All agents or one of your agents.
• Calls: Inbound and outbound, Inbound only or Outbound only.
• Only failed calls: only calls with the status Failed. Messages from calls that need someone from your team still arrive while those calls run.

To change these choices later, remove the channel and add it again.

Example

Maria Lopez calls a plumbing business about a leaking water heater, and its agent, Front Desk, takes the call. After the call, the Slack channel gets this message:

• The title New call from Maria Lopez.
• From: +19545550148, Agent: Front Desk, Duration: 3:12, Status: Successful, End reason: User hangup.
• Summary: Maria Lopez called because her water heater is leaking. She wants a technician tomorrow morning and asked for a call back to confirm the time.
• The link View call, which opens the call in your dashboard.

If Maria asks for someone from the team during the call, the channel gets A live call needs a person from your team, with her number, the agent, the agent's message to your team, the conversation up to now and Open Live Monitoring.

Good to know

Which URLs work

Kesru accepts incoming webhook URLs from Slack, which start with https://hooks.slack.com/services/.

If a message doesn't arrive

After a call, Kesru tries again after 2 and after 10 seconds. If Slack still doesn't accept the message, the channel shows Last message not delivered on with the date and the answer from Slack, until a message arrives again.

Removing a channel

Remove stops Kesru from posting to the channel right away.

Who can add channels

Workspace owners and admins. Together, Slack and Teams take up to 20 channels.

Your data

How Kesru handles call data is described in the Privacy Notice.