Whitelabel ClearFeed

You can white-label ClearFeed to enhance your brand visibility on Slack. This feature allows you to replace the ClearFeed app's name and logo with your own, ensuring a consistent brand experience for customers and employees.

If Child Accounts share the same Slack workspace with your Primary Account, then the white-label configuration of the Parent Account will be inherited.

How to White-label ClearFeed?

1. From the left-nav bar, go to Settings -> Additional Settings

2. Under the White-label ClearFeed section, you will see an option to Edit.

3. Enter a new Display Name.

4. Under the Profile Photo section, enter the exact URL of the image.

5. Click on Save, and the selected image will appear in the display window.

Image Guidelines

• Support image extensions: .png, .jpeg, .jpg.

• To upload the image, first host it publicly (e.g., using an S3 bucket).

  • Google Drive URLs for images are not supported.

  • If images are hosted on a public site, ensure you verify their expiration dates as the URLs may become invalid afterwards.

• Ensure the image URL ends with a proper image file extension. (e.g. https://www.example.com/image.png).

Examples

Once you complete the above process to white-label the ClearFeed app, the updated name and logo will be visible in the below-mentioned scenarios:

1. Messages sent by ClearFeed workflows

2. ClearFeed's GPT-Powered automated answers shared on Slack

3. Ticket details shared on the request channel thread

4. Other ephemeral messages shared by ClearFeed when a user files a ticket or is auto-assigned a request

White-labeling for multiple accounts

• If you have created child accounts that share the same Slack workspace, the white-labeling settings will be available in the parent account itself and the child accounts will inherit these settings.

• If the child accounts share a different Slack workspace, then each of these accounts can have a separate white-labeling configuration which can be enabled by reaching out to the ClearFeed team via Slack or on [email protected].

Visibility

ClearFeed's icon will continue to appear in a few places even after white-labeling. These scenarios include:

• Collapsed message threads in Slack: Whenever you are viewing a collapsed message thread in Slack, messages synced from external ticketing systems or other channels (via ClearFeed) will still display the ClearFeed icon, as shown below:\

  
• Sender profile on synced messages: For example, in a triage channel, if you hover over the profile of someone whose reply was synced from the request channel, the ClearFeed app icon will appear instead of your white-labeled icon.\

  
• Adding ClearFeed to a channel: Using /invite @clearfeed will always show the ClearFeed app icon rather than the white-labeled one.

• Messages with attachments: Due to Slack API limitations, ClearFeed cannot impersonate users when posting messages with attachments. This affects workflows involving attachments, such as replying with attachments or posting announcements with attachments. In these cases, messages will be posted as the ClearFeed bot itself rather than using your white-labeled name and icon.

To display your custom icon across all relevant surfaces, you can use a Custom App setup. Enabling it requires backend configuration by the ClearFeed team along with a few steps on your end. To get started, reach out to our support team via your Slack Connect channel or email [email protected]

White-labeling for the Microsoft Teams app is also supported through a Custom App setup. If you'd like to enable this, please contact our support team through Slack Connect or at [email protected]

Custom App Setup Limitations

When you move from the standard ClearFeed app to a Custom App setup, Slack and MS Teams treats the new custom app as a completely separate application. As a result:

• The new custom app cannot edit or delete messages that were originally sent by the old ClearFeed app (including triage messages and messages synced between request and triage channels).

• Only messages sent by the new custom app (after it is installed) or by human users themselves can be edited or deleted going forward.

This behavior is enforced by Slack & MS Teams and applies to all apps: one app cannot manage messages created by a different app.