Reply from Slack

You can reply to your customers from Slack: each conversation gets its own thread there, where you read the customer’s messages, reply, take or resolve the conversation without opening WYP.chat. It works on every channel: WhatsApp, Instagram, Messenger, email and website chat.

Turn it on

1. Connect Slack first (see the article on Slack alerts), then open Settings › Workspace and members, in the Slack section.
2. If WYP.chat was connected to Slack before this feature, click Reconnect Slack to reply from Slack and accept the new permissions Slack asks for.
3. Tick Manage conversations from Slack.

A conversation’s thread goes to its team’s channel (Channel per team), otherwise to the Default channel. Threads replace the New conversation and Every customer message alerts. For a private channel, invite the app first: type /invite @WYP.chat in that channel.

In Slack

1. A customer’s first message opens a thread. Its header shows the contact, the channel, the conversation’s status and who handles it, with the Take, Resolve (or Reopen) and Open in WYP.chat buttons.
2. Customer messages, team replies, internal notes and assignments are added to the thread.
3. To reply to the customer, just write in the thread: the message goes out on their channel, under your name. You can attach up to 3 files.
4. For an internal note, start the message with note: (or nota:): it stays within the team, the customer never sees it. A note cannot carry an attachment.

Link your Slack account

WYP.chat needs to know which member is writing in Slack.

• Automatically: if your Slack account email, confirmed in Slack, is your WYP.chat account email, there is nothing to do.
• Otherwise (for example a personal email in Slack and a work email in WYP.chat): your first reply is not sent, and Slack shows you a message only you can see, with the Link this Slack account button. Click it, sign in to WYP.chat if needed, check the Slack account name, then click Link. Then write your reply again in the thread: it goes to the customer. The link is valid for 15 minutes.

The linked account shows in Settings › My account, Slack account section, with Unlink to remove it. A Slack account links to only one member of the workspace. A viewer cannot link their account: they do not reply to customers.