Email <> Slack Workflow

How does the Email <> Slack integration with ClearFeed work?

1. Requests sent over to the support email will be shared on a Slack channel.

2. Agents can respond to the email request by replying to the Slack thread.

3. The replies are synced back as email to the customer/user.

Requester Experience

1. The requester can send an email for support to either your existing email address or ClearFeed support email (i.e. of the format support@<subdomain>.clearfeed-mail.com)

2. If acknowledgment is enabled, the requester will get the acknowledgment as a reply

3. Agent's replies are shared on the same email thread with the requester

Email ticket and its acknowledgment

Agent Experience

1. Tickets from email are synced to a dedicated channel on Slack

2. Agents can reply in the ticket thread - their replies will get sent back to the requester

3. These tickets can also flow directly into a triage channel (if configured) - and any replies from the triage channel are also synced back to the requester over email