> For the complete documentation index, see [llms.txt](https://docs.clearfeed.ai/clearfeed-help-center/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.clearfeed.ai/clearfeed-help-center/sources/manage-request-channels/slack-workspaces.md).

# Multiple Slack workspaces

Connect multiple Slack workspaces and manage their requests in one ClearFeed account

Connect your corporate and community Slack workspaces to manage support from one ClearFeed account. Your team can handle requests in the WebApp or in triage channels in your corporate workspace.

This feature is in Beta. It requires [Customer Centric Inbox](/clearfeed-help-center/clearfeed-helpdesk/collections/customer-collections.md#what-is-customer-centric-inbox) and multiple-workspace access enabled for your account. Contact [ClearFeed Support](mailto:support@clearfeed.ai) to check availability.

## Primary and Secondary workspaces

Your existing Slack connection is your **Primary workspace**. It remains the workspace for triage channels, ClearFeed users and agents, assignments, and Slack notifications.

Each additional connection is a **Secondary workspace**. Its monitored channels bring requests into the same account. You cannot change which workspace is Primary.

Connecting a workspace makes its monitored conversations available to authorized users of your ClearFeed account and to the configured Primary triage channels. If teams need separate access to their support data, consider [child accounts](/clearfeed-help-center/account-setup/child-accounts.md).

## Connect another workspace

You must be a ClearFeed Admin and have permission to install the ClearFeed app in the Slack workspace.

1. In the ClearFeed WebApp, open **Settings > Integrations**.
2. In the Slack section, select **Add workspace**.
3. On the Slack authorization page, select the workspace you want to connect and approve the installation.
4. Return to ClearFeed and check that the workspace appears as **Secondary**.

Use a workspace that is not already connected to another ClearFeed account. The new workspace uses the standard ClearFeed app, even if your Primary workspace uses a custom app.

If **Add workspace** is missing, check that you are an Admin in the correct account. Contact Support to check Customer Centric Inbox and feature availability.

## Add customers and channels

1. [Create a Customer Collection](/clearfeed-help-center/clearfeed-helpdesk/collections/customer-collections.md#creating-a-customer-collection). Choose **Slack**, then select the workspace before choosing channels and responders.
2. Add the customers and channels you want to support. For private channels, invite the ClearFeed app in Slack first.
3. Choose a triage channel in Primary, or proceed without triage and manage requests in the WebApp.
4. Post a test request in a monitored channel. Check it in the WebApp and, if configured, its triage channel.

Each Slack Collection uses one workspace. You cannot change it after creation, and clones keep the same workspace. Channels and customers can move only between Collections in the same workspace.

If you support the same company in two workspaces, keep a separate customer entry in each. Create Secondary customers in a Customer Collection, even if you are not adding channels yet.

Automatic monitoring of new Slack Connect channels is available only in Primary. [Add Secondary channels manually from the WebApp](/clearfeed-help-center/sources/manage-request-channels.md#add-slack-channels-from-webapp).

## Handle requests across workspaces

Customers can send messages and files in monitored Secondary channels. Your team can reply from Primary triage or the WebApp. Public replies return to the original channel; private comments stay with your team.

In the WebApp, the request details show the Slack workspace beside the channel. Public reply mention suggestions use that workspace's users and groups. Private comments use Primary users and groups.

Replies sent to Secondary channels appear through the ClearFeed bot with the replying agent's name and avatar. **Reply as yourself** is available for Primary destinations, including Primary triage, but not directly in Secondary channels.

When a message is copied between workspaces, mentions appear as names or plain text and do not notify anyone in the other workspace. This includes user groups and `@channel`, `@here`, and `@everyone`. To notify someone in a Secondary channel, select them in the WebApp's public reply editor.

### Users, responders, and assignment

Configure [responders](/clearfeed-help-center/clearfeed-helpdesk/responders.md) using the people or domains in the Collection's workspace. A Secondary responder's reply counts toward response-time SLAs. It does not automatically assign the request to them.

Assignees, contributors, Collection and customer owners, teams, rotations, and ClearFeed **User Select** fields use Primary users. A Secondary profile does not grant WebApp access or become an assignable profile, even if its email matches a Primary profile.

### Customer actions in Secondary

Subject to your ticketing configuration and permissions, customers can:

* File public tickets from the Message Bar or with the configured ticketing emoji, and complete required forms.
* Use the ticket's **Mark as Solved**, **Reopen**, and **Edit** buttons.
* Use **Ask AI**, AI feedback and handoff controls, and CSAT surveys.

Emoji actions that solve a ClearFeed request require a Collection responder. Assigning the ClearFeed request by emoji also requires a matching active, eligible Primary agent profile. Actions that update only an external ticket keep that integration's permissions.

Use Primary triage or the WebApp for staff actions such as linking or unlinking tickets and changing sync settings. The **ClearFeed Actions** message shortcut, global **File a ticket** shortcut, private ticket filing, and ClearFeed workflow steps in Slack are unavailable in Secondary. ClearFeed App Home, slash commands, and DM ticketing also require Primary.

## Feature availability in Secondary

| Feature                                                                 | Availability                                                                                                           |
| ----------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------- |
| Message and file sync, ticketing, AI answers, CSAT, and SLA measurement | Supported, subject to your Collection settings                                                                         |
| Quick Replies                                                           | Use from the WebApp or Primary triage; copied mentions do not notify across workspaces                                 |
| Workflows                                                               | Unavailable, including reminders, acknowledgements, out-of-office responses, and webhooks configured through Workflows |
| Automations                                                             | Temporarily unavailable for Secondary Slack requests, including rules set to all Collections                           |
| Announcements                                                           | Secondary Collections and channels cannot be recipients                                                                |
| Digests, scheduled reports, and Slack Lists                             | Secondary support is unavailable                                                                                       |
| Whole-channel history import or reprocessing                            | Unavailable; supported emoji ticket filing can still import an older thread                                            |
| Bot whitelisting and white-label settings                               | Primary only                                                                                                           |

## Reconnect or remove a workspace

If messages stop syncing for one workspace, ask an Admin to open **Settings > Integrations** and check its Slack connection. Select **Reconnect** for that workspace and authorize the same workspace again. Confirm that it remains listed, then send a test message in a monitored channel.

Loss of authorization affects that workspace's sync. Other connected workspaces continue working. Reconnecting restores the connection; it does not guarantee that every missed message is imported.

Contact [ClearFeed Support](mailto:support@clearfeed.ai) to remove a Secondary workspace. Customer Centric Inbox must stay enabled while a Secondary workspace remains connected, including a workspace that needs reconnection.