When a Slack support channel is connected, customer messages can become support threads so the team can triage them alongside email and in-app requests. This.
Each connected Slack support channel has an ingestion mode that controls when customer messages become Userorbit support threads.
Choose a mode
- Go to Settings > Channels > Slack.
- Find the connected support channel.
- Choose one of the following modes.
- Group nearby messages — messages from the same customer within 30 minutes join one thread. Grouping stops after an agent replies.
- Thread per message — every customer-authored top-level message opens a separate support thread.
- Emoji capture — only messages marked with the
:eyes:reaction are ingested.
Important behavior
Mentions do not create support threads. Bot and teammate-authored top-level messages are ignored as customer requests.
Troubleshooting
- Emoji capture needs the Slack
reactions:readpermission; reconnect Slack after permission changes. - Invite @Userorbit to private channels.