Integrations
Slack Notifications
Connect Slack to post eligible Waveline call and message notifications to the channel selected during authorization. Slack notifications do not import contacts or replace Waveline’s call and conversation history.
Connect Slack
- Open Settings → Integrations → Add integration → Slack in the web app.
- Review the available connection and inbox access options.
- Continue to Slack, choose the workspace and destination offered by its authorization flow, and authorize the connection.
- Return to Waveline and open the Slack connection.
- Review Scope, then enable the Calls and Messages notifications you want.
Slack setup depends on the connection being available in your Waveline environment and on your permissions in Slack. If setup is unavailable, contact Waveline support.
Choose scope and notifications
Scope determines which inboxes can send notifications to the connected channel. Only a workspace Owner can choose Entire workspace, which includes enabled activity from current and future shared and personal inboxes. A workspace Member can select their own personal inbox and shared inboxes where they are a Manager. Owners and Admins can select additional inboxes within their permitted access. See Inbox roles.
The Calls and Messages switches are independent. Enable only the activity appropriate for the channel’s audience. Channel members can see message content and call details included in posted notifications.
If Waveline reports an invalid scope, correct it before relying on the change. The saved scope remains unchanged until the selection is valid.
Being able to view an inbox does not authorize connecting it to Slack. A Personal connection follows its owner’s access; a Company connection is managed independently of its installer. Only an Owner can configure an entire-workspace connection.
Understand posted notifications
A Slack post is a notification about Waveline activity. Open Waveline to review the current call or conversation and perform follow-up.
Posted notifications are not updated when a later call summary becomes available. A Slack notification does not establish that a customer message was delivered or read; check the message’s status in Waveline.
Resolve connection issues
If the connection requests reconnection, select Reconnect and complete Slack authorization again.
If notifications are paused, updating the scope or notification settings resumes them. If the connection needs attention, review the displayed reason; updating those settings retries eligible failed work. Check Slack before retrying uncertain deliveries because a post may already exist.
Remove Slack
Open the connection’s remove action, review Remove this integration?, then select Remove integration.
Removal stops new Slack notifications. Existing Slack posts and Waveline contacts, calls, messages, and billing records are preserved.
Troubleshooting
Slack has not been enabled for this Waveline environment
You cannot continue to Slack until Slack is enabled for your Waveline environment. Contact Waveline support.
This Slack channel is already connected
Each Slack channel connects once per workspace. Use the existing connection, or connect another channel to give it a different inbox scope.
No notifications appear for an inbox
Open the Slack connection and check that the inbox is in Scope and that the Calls or Messages switch is on. The connection must still be active and authorized for that inbox. A Personal connection can lose access if its owner leaves or no longer has the required inbox role. Review any reconnect or attention message before retrying.
Slack is disconnected
Notifications stop until you select Reconnect and complete Slack authorization again.
A notification is cut short
Long notifications end with “Additional details are available in Waveline.” Use the View call in Waveline or Open conversation in Waveline link in the post to see the full call or conversation.