Slack
Sonora connects to Slack through our Sonora Slack app. The app adds a Sonora bot your team can message from internal channels or direct messages, and it can sync customer conversations for customer insights.
Setup Steps
Section titled “Setup Steps”Before you start, make sure you have:
- Sonora access with permission to manage integrations
- Slack workspace admin access, or permission to install apps in the workspace
- Slack app approval from your workspace admin if your workspace requires app review
1. Start the Slack install from Sonora
Section titled “1. Start the Slack install from Sonora”- In Sonora, go to Settings > Integrations.
- Find Slack and click Configure.
- In the Connect Slack dialog, click Add to Slack.
2. Approve Sonora in Slack
Section titled “2. Approve Sonora in Slack”- If Slack asks you to sign in, choose the workspace you want to connect.
- Review the Allow the “Sonora” app to access Slack screen.
- Confirm the workspace is correct.
- Click Allow.
After approval, Slack redirects you back to Sonora and the Slack integration appears as installed.
Chat With Sonora in Slack
Section titled “Chat With Sonora in Slack”Any user registered in Sonora can chat with the Sonora bot directly in Slack:
- Send Sonora a direct message.
- Mention the Sonora bot in internal channels where the app has access.
If the Slack card is disabled, enable it from the card before using the bot.
For private channels, invite the Sonora bot to the channel before mentioning it. The Sonora bot is disabled in channels shared with external organizations.
Sync Customer Conversations
Section titled “Sync Customer Conversations”Slack conversation sync is separate from chatting with Sonora in Slack. Sonora imports selected channel conversations on the automatic syncing schedule configured in the Slack dialog.
Configure Conversation Sync in Sonora
Section titled “Configure Conversation Sync in Sonora”- On the Slack card, click Configure.
- In Channel Ingestion, search for the Slack channels you want Sonora to analyze.
- Select one or more channels.
- Open Actions and choose Enable.
- Turn on Enable automatic syncing and set the import schedule.
- Click Save changes.
When you enable a public channel, Sonora joins it automatically. For private channels, invite the Sonora bot in Slack; once the bot is added, Sonora enables the channel automatically.
Data Synced
Section titled “Data Synced”Sonora syncs the following from enabled Slack channels:
- Channel messages
- Thread replies
- Channel metadata
- Slack user profile information needed for attribution and matching
Troubleshooting
Section titled “Troubleshooting”Slack asks for a workspace URL
Section titled “Slack asks for a workspace URL”Enter the Slack workspace URL for the workspace you want to connect, then continue to the Sonora authorization screen.
App approval is required
Section titled “App approval is required”If Slack says the app needs approval, ask a Slack workspace admin to approve Sonora. After approval, restart the install from Sonora.
No channels appear
Section titled “No channels appear”- Check that the Slack app is installed in the correct workspace.
- Confirm the channels are not archived.
- For private channels, invite the Sonora bot to each channel first.
A channel says “Needs join”
Section titled “A channel says “Needs join””- Public channels can usually be enabled directly from Sonora.
- Private channels must have the Sonora bot invited in Slack before messages can be imported.
Authentication or authorization errors
Section titled “Authentication or authorization errors”- Reopen Configure for the Slack card and re-authorize Slack if prompted.
- Confirm the Slack app is still installed in the workspace.
- If the installation was removed from Slack, install it again from Sonora.