How do I connect Slack to Hushdesk?+
Create an incoming webhook in Slack for the channel you want, copy its URL, then paste it in Hushdesk under Settings, Apps, Slack and click Connect. Hushdesk posts a test message to that channel before saving, so you know straight away that alerts will arrive.
What does Hushdesk post to Slack?+
Hushdesk posts three kinds of message: a new live chat with its first line, a new ticket marked urgent, and a ticket the AI agent handed to your team with the reason. Each message links straight to the conversation in Hushdesk. Ordinary emails and replies are not posted, which keeps the channel quiet.
Can I choose which Slack channel gets Hushdesk alerts?+
Yes. You pick the channel when you create the incoming webhook in Slack, and Hushdesk posts only to that channel. To move alerts to another channel, create a new webhook for it and connect Slack again in Settings, Apps with the new URL. Each workspace sends to one channel.
Does Hushdesk post every support email to Slack?+
No. Emails are posted only when a new ticket arrives with Urgent priority, for example because a rule marked it urgent. New live chats and AI hand-overs are the other two alerts. Customer replies, agent replies and closed tickets are never posted, so Slack stays useful instead of noisy.
How do I send urgent tickets to Slack?+
Create a rule in Hushdesk that runs when a ticket is created and sets the priority to Urgent when the message contains words like chargeback or fraud. Rules run before Slack is notified, so every ticket the rule marks urgent is posted to your channel with a link to open it.
Is the Hushdesk Slack integration secure?+
Yes. The webhook URL is encrypted at rest and never shown again after you save it, and an incoming webhook can only post to its channel: it cannot read your Slack messages. Alerts carry the customer’s name or email, the subject or first 280 characters, and a link that needs a Hushdesk sign-in.
Can I reply to customers from Slack?+
No. Slack messages from Hushdesk are alerts with a link, not a second inbox. Replies are written in Hushdesk, where the customer’s orders, your macros and the AI drafts are beside the conversation, and every reply is kept on the ticket. The link in each alert opens the right conversation in one click.
Why does Hushdesk say Slack did not accept the test message?+
Hushdesk sends a test before saving, and Slack refused it. Check that the URL starts with https://hooks.slack.com/services/, that the webhook has not been removed from the Slack app, and that its channel still exists and is not archived. Create a new webhook if needed and connect again.
Who can connect Slack to Hushdesk?+
Only workspace owners and admins can connect or disconnect Slack, or any other app. Agents and viewers see the alerts in Slack but cannot change where they go. Every connect and disconnect is written to the workspace audit log with who did it and when.
