Your team needs to know when something important happens in a customer conversation - a high-priority request, a complaint that needs attention, a lead that just came in. Right now that information travels through someone remembering to post it. Which means it often does not travel at all.

A customer tells your agent they are considering cancelling their subscription. Your agent handles it well - provides the right information, offers to connect them with the team. But nobody on your team knows it happened. The conversation closes. Three days later the customer cancels. Someone checks the conversation history and sees the signal that was there the whole time, unnoticed.

Connecting Slack as an action means your agent posts to the right channel the moment that kind of conversation happens. Your team sees it while they can still act on it.

In this article, you'll learn: 

• What your agent can do with Slack as an action
• How to connect Slack
• How to configure the action trigger and response

What Your Agent Can Do

Once connected, your agent can use Slack to:

• Send a message or notification to a user or channel based on what happens in the conversation
• Deliver a conversation summary after a chat ends
• Alert your team when a specific trigger is met (e.g., a high-priority issue is raised)

Note: Connecting Slack as an action is different from using Slack as a knowledge source. This article covers using Slack to send messages. To use Slack as a source of knowledge, see Connecting Slack as a Knowledge Source.

How to Connect Slack

1. Go to the Actions tab.
2. Click + Create Action.
3. In the Create an Action modal, find Slack under the Integrations section.
4. Click Slack.
5. Log in to your Slack account when prompted and authorize Outlearn.
6. Once connected, configure the action:
   • Trigger: Write instructions for when this action should run.
   • Response Handling: Choose how the agent communicates the result to the user.
   • Settings: Name the action, choose which channels it runs on (Chat, Email, or both), and set a trigger limitation if needed.
7. Click Create Action.

Writing a Good Trigger

Your trigger tells the agent when to send a Slack message. Be specific about the situation:

"Use when the conversation ends and the user's issue has been resolved - send them a summary of the conversation."

"Use when the user reports a critical or urgent issue - send an alert to the support team channel."

For more guidance on writing effective triggers, see How Actions Are Triggered During a Conversation.

Best Practices

• Set a Trigger Limitation of 1 per session for actions that send messages - you don't want the same message sent multiple times in one conversation.
• Test the action using the Preview panel before going live to confirm messages are sent correctly.
• Use descriptive Action Names (e.g., "Send conversation summary via Slack") so your team can easily identify actions in the dashboard.