Slack
Learn how to use Keeping's integration with Slack.
Slack integration
Keeping's Slack integration keeps your team in the loop on customer conversations without forcing anyone to leave Slack. Once connected, Keeping can:
Send you a direct message in Slack whenever a teammate @mentions you in an internal note on a Keeping conversation.
Post workflow notifications to a Slack channel so the whole team can see ticket activity (new tickets, status changes, assignments, etc.) routed by your Keeping workflows.
The integration is set up once at the company level by an admin.
Before you start
You'll need:
A Keeping account with admin access (only admins can connect or disconnect integrations).
A Slack workspace where you have permission to install apps. If your workspace requires admin approval for new apps, your Slack admin may need to approve the Keeping app the first time it's installed.
Connecting Slack to Keeping
In the left-hand sidebar, click Integrations.
Find the Slack tile and click Connect.
You'll be redirected to Slack's authorization screen. Choose the workspace you want to connect (if you belong to more than one) and click Allow to grant Keeping permission to:
Read the list of channels in your workspace
Post messages to channels you select
Send direct messages to teammates when they're @mentioned
After you allow access, you'll be returned to Keeping. The Slack tile will now show Connected, along with the name of the workspace you connected and the bot user that Keeping uses to post messages (for example, Connected as @keeping in Acme HQ).
Choosing a notification channel
After connecting, pick the Slack channel where Keeping should post workflow notifications.
On the Slack integration page in Keeping, click the Notification channel dropdown.
Select any public channel — or any private channel that the Keeping bot has been invited to.
Click Save.
Don't see a private channel you expected? The Keeping bot can only post in private channels it's been added to. In Slack, open the channel, type /invite @keeping, then refresh the dropdown in Keeping.
Sending a test message
To make sure Keeping can post to the channel you chose, click Send test message. A short message from the Keeping bot will appear in the selected channel within a few seconds. If it doesn't show up, see Troubleshooting below.
Direct messages for @mentions
When the Slack integration is active, Keeping will send you a direct message in Slack any time a teammate @mentions you in an internal note on a Keeping conversation. The DM includes:
The subject of the conversation
Who mentioned you
A direct link back to the note in Keeping
Keeping matches your Slack identity to your Keeping account using the email address on each side, so make sure the email address on your Slack profile matches the email you use to log in to Keeping.
Turning off mention DMs for yourself
Each agent can opt out of mention DMs without disconnecting the integration for the rest of the team.
In Keeping, click your initials in the top-right and choose Settings.
Open the Preferences tab.
Under Slack, toggle off Send me a Slack DM when I'm @-mentioned.
The toggle only appears when your company has an active Slack integration. If your admin disconnects Slack later, the setting is preserved and will take effect again the next time Slack is connected.
Using Slack in workflows
Once a notification channel is set, any Keeping workflow you build can post a message to that channel as part of its actions. For example, "When a ticket is tagged urgent, post to #support-alerts." See the Workflows documentation for details on building workflow rules.
Disconnecting Slack
To disconnect Slack from Keeping:
Go to Settings → Integrations.
Click the Slack tile.
Click Disconnect.
Disconnecting stops all DMs and channel notifications immediately. Your notification channel choice and each agent's personal DM preference are remembered, so reconnecting later restores your previous configuration without any extra setup.
Troubleshooting
The test message didn't appear in Slack. Make sure the Keeping bot has been added to the channel. For private channels, open the channel in Slack and run /invite @keeping. For public channels, no invite is needed but the channel must not be archived.
A teammate isn't receiving DMs when I @mention them. Check that:
The teammate's email address in Slack matches their Keeping login email.
The teammate hasn't turned off Send me a Slack DM when I'm @-mentioned in their own Preferences.
The Slack integration is still connected (an admin can verify this on Settings → Integrations).
The Slack tile shows "Reconnect required." This happens if the connection between Keeping and Slack has expired — for example, if a Slack admin removed the Keeping app from your workspace. Click Reconnect to restore the integration. Your channel and per-user settings will be applied automatically once the reconnection is complete.
I need help. If you're still stuck, email [email protected] and we'll dig in.
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