Userorbit support alerts in Slack can send a reply to the customer through the conversation's originating channel. Use the customer-reply action; ordinary messages in the Slack alert thread are internal notes.
Send the reply
- Open the Userorbit support alert in Slack.
- Select Reply to customer.
- Write the message in the modal.
- Review the destination and select Send to customer.
Internal notes
Typing directly in the Slack alert thread adds an internal note to the Userorbit support thread. It does not send that text to the customer.
Permissions and delivery
- Your Slack email must match a Userorbit teammate before support actions can run.
- The customer-facing reply is delivered through the thread's originating email, Slack, or supported chat channel.
- If the source channel is disconnected or the thread has no deliverable destination, the reply action is unavailable.