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Setting up the Slack Integration
Setting up the Slack Integration

Keep your team updated and action driven with the Planhat Slack integration!

Christian Dreyer avatar
Written by Christian Dreyer
Updated over 3 months ago

Planhat’s comprehensive and flexible Slack integration enables you to send data from Planhat to Slack, both automatically and on demand, keeping you and your team fully informed and up to date, so they can take data-driven actions for maximum impact.

Planhat is your central source of truth for all customer information, and the Slack integration allows you to easily set up both team-level and personal notifications, so you can be alerted in Slack when there is an opportunity or risk identified in Planhat. There are options for you to configure which data events act as triggers, what the notification messages are, and which Slack channel each notification is posted to. Examples of data triggers are:

  • You are @mentioned in Planhat

  • A low or high NPS or CSAT survey response is received from an End User

  • A Company changes phase, or has its Health Score drop below a threshold, or enters/leaves a filter (which you can create for any property or combination of properties)

  • A License is up for renewal soon, or is renewed, or is churned

  • An Invoice is added or updated

  • And lots more!

You can additionally query Planhat directly from Slack - message the Planhat Bot, and it will display the requested data in Slack. This is ideal for when you’re on the go and need a quick Company summary before a meeting, for example.

Finally, it is possible to push selected Slack messages into Planhat, so you can capture notes or customer communication etc. This isn't automatically available with the native Slack integration, but can be set up with the help of your Planhat TAM.

To get started, your admin firstly needs to enable the integration between your Slack workspace and your Planhat tenant - instructions below. In addition to the Slack integration in your Planhat tenant, there is a Planhat Bot Slack app you apply within your Slack workspace - you can invite this to specific channels as required.
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Enabling the Slack integration for your Slack workspace

  1. In Planhat, navigate to the Operations Module on the left bar of your screen, click on Integrate, and select the Slack integration. (Hint: use the search bar to locate the integration more quickly)

  2. Turn on the toggle switch at the top of the integration

  3. Click on the "Add to Slack" button

  4. Authorize & Agree to Connect to your Slack workspace

  5. In Planhat, select the default Slack channel for notifications

  6. Save

  7. To sync over the SlackId of users based on matching email address, press the "Sync Users" button
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Team notifications

For each team notification you would like, set up an Automation in Planhat:

  • There is a extensive library of templated Automations available (see screenshot below), which you can use as-is or very easily customise - you can tailor the exact trigger event, the message text, and which Slack channel it's posted to (so you can have a specific Slack channel for all your NPS-related notifications, for instance)

  • You can also create fully custom Automations that send a Slack message - so if what you want isn't covered by a template, you can still set this up in Planhat

  • The message text can include dynamic references - e.g. if you create a Company renewal Automation, the message could say 'Customer X will renew in 30 days'

  • Although you'll most commonly set up team notifications for your choice of public Slack channels, you can also configure them to notify private channels - you'll need to add your Slack bot to the channel (as described at the top of this separate article)

Click the image to view it enlarged

Personal notifications

There are a wide variety of pre-configured notifications that you can enable or disable.

  • An example is you can be notified when you are @mentioned in Planhat.

  • You choose which Slack channel your personal notifications are sent to - you can create a private Slack channel specifically for this.

For more detailed guidance on configuring your personal Planhat notifications to send to a private Slack channel, see this Help Centre guide.

You can also/alternatively use the Automation method above (for team notifications) to set up custom notifications to a private Slack channel.

Querying Planhat Bot from within Slack

Within Slack, you (and your teammates who are Planhat users) can communicate with the Planhat Bot - e.g. message @Planhat to request a Company summary from Planhat on demand. This is super useful for when you're out and about visiting customers, and you need to access key information quickly.

Here is an example of what this can look like in Slack:

For more information, read our blog post.

Pushing Slack messages into Planhat

If you use Slack instead of emails or tickets etc., then you'll be pleased to hear that it is possible to import individual Slack messages into Planhat, saved as a Conversation (logged activity / note). You could associate specific Slack channels with particular customers, and then choose a Slack post to sync into Planhat, mapping to the relevant Company.

Note that this wouldn't automatically sync in all messages, but instead it allows you select specific messages to send to Planhat. This ensures only valuable messages are saved, since Slack conversations often include lots of less relevant content.

Importing Slack messages isn't part of the native Planhat Slack integration, but can be built via Automations with webhooks, as a custom setup. Please speak to your Planhat TAM or CSM if you would like to learn more about this possibility.

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