Slack

Customers and colleagues often share feedback in Slack threads. The Slack integration lets anyone on your team send a whole thread into CustomerSaid, where it becomes one piece of feedback.

It works on request. CustomerSaid does not read every channel message, and it does not post roadmap status back to Slack.

Who can do this: an Owner or Admin connects Slack. Everyone in Slack can then send threads.

Connect Slack

1. Open Settings › Integrations.
2. Choose Connect next to Slack and approve the app in Slack.
3. Invite the CustomerSaid bot to each channel where you want to capture threads. This is required so it can read the history.

A Slack workspace can be connected to only one CustomerSaid workspace at a time.

Send a thread

There are two ways:

• Mention the app. In a thread, or on the parent message, type @CustomerSaid. The whole thread is sent and you get a private "Sent" confirmation. Mentioning it again says "Already sent".
• Use the message shortcut. Open the message menu and choose Send to CustomerSaid. A small window lets you untick replies you don't want to include.

The /customersaid slash command shows help only. Slack does not allow slash commands inside threads, so it cannot send one.

What is captured

Human messages in the thread. Bot and system messages are skipped. Files and attachments are not captured. Each thread becomes one item, so sending the same thread again changes nothing. People are matched by email when Slack shares it with the app; otherwise the item stays Unassigned.

Slack announcements

Separately, you can have CustomerSaid post to channels you choose when new feedback or a new solution idea arrives, or when a solution is released. Set these up in Settings › Announcements. These are opt-in posts, not a two-way sync.

Tips

• Send the thread, not a single message, so the context stays attached.
• Agree on a team habit: whoever notices customer feedback mentions the app.

Troubleshooting

Nothing arrived. Make sure the bot is in the channel. Without it, thread history cannot be read.

The shortcut modal didn't appear. On a slow start Slack may time out the window. The thread is still sent in full without the picker.

It says the Slack workspace is connected elsewhere. That Slack workspace is already linked to another CustomerSaid workspace. Disconnect it there first.