Slack workspace and channels

Open Settings → Integrations → Slack and select your connected workspace. These settings require a Decimal organization admin. To connect Slack first, use the connection guide.

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Set up the workspace

1. Under Knowledge mode, choose Public knowledge for customer-visible knowledge or Private knowledge to include internal data.
2. To create tickets from Slack, turn on Use as ticket source. It’s off by default. Previously unconfigured joined channels become Assistant, so choose your ticket channels below.

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Configure your channels

Under Channels, find a joined channel and choose its Type:

• Tickets for tracked support requests.
• Assistant for answers when someone mentions @Decimal. Configure replies in the Slack agent.

Shared Slack Connect channels always use Tickets. Changes to joined channels save immediately. For a Tickets channel, choose Every message to create a ticket from each new top-level message, or Smart detection to create tickets only for detected support requests. Under Acknowledgment, choose Reaction, Thread reply, or None for what appears after a ticket is created.

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Add Decimal to channels

With ticket sourcing on, click Add beside a public channel. Choose its type and, for Tickets, a ticket creation mode. Click Save to join. With ticket sourcing off, Add joins immediately. Joining requires the optional channels:join permission. If you see Invite @Decimal, invite the bot from Slack instead. Private channels also require an invitation from Slack.

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Automatically join new channels

With joining permission, use Join rules to join matching public channels:

1. Click Add rule. Choose Auto-join or Never join, then a channel-name or type condition.
2. For an Auto-join rule, choose Set up as and the ticket creation mode if ticket sourcing is on.
3. Click Save. Never join wins when rules conflict.

To join matching channels that already exist, click Apply to existing channels.