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.
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When connecting a Slack support channel, choose which Slack activity should create a Userorbit thread.
- Open the Support channel settings.
- Select the connected Slack channel.
- Choose the available thread-creation behavior for that channel.
- Save the channel.
- Send a test Slack message that matches the rule.
- Confirm that the expected thread appears in the Support inbox.
Choose a narrower rule for busy community channels and a broader rule for a dedicated support channel. Replies remain associated with the originating Slack conversation.