Slack integration

What it does

Two things, depending on how you use it:

1. Power Slack Connect channels so customer messages in shared channels flow into Ochre as conversations.
2. Internal team interactions in Slack for your support team: slash commands, interactive notifications, and quick replies without leaving Slack.

Outbound posts from Ochre into Slack go out under your workspace's logo and brand name, not a generic "Ochre" identity. See Per-workspace Slack branding.

Setup

1. Go to Settings → Integrations → Slack.
2. Click Connect to Slack.
3. Pick your Slack workspace and authorize.
4. The Ochre app installs into your workspace.

You'll need Slack admin permissions to install. Once installed, anyone in your team's Ochre workspace can use the integration. Ochre can only see and post into channels it's been explicitly added to.

Slack Connect channel routing

Once installed, you can pick which Slack Connect channels become Ochre conversation sources. New messages in those channels create or append to conversations in your inbox; agent replies in Ochre post back into the same Slack thread.

This is the right pattern for B2B teams that have a shared Slack channel with each customer. The customer never has to leave Slack; the agent never has to leave the inbox.

The /ochre slash command

Type /ochre in any Slack channel or DM to:

• Convert a message into a ticket. Reply to a Slack message with /ochre new and that message becomes the body of a new conversation.
• Search. /ochre search <query> returns the top matching tickets, with links.
• Status. /ochre status <ticket-id> shows the current state of a ticket.

Most useful for converting an internal Slack discussion ("hey, customer Acme is having a weird issue") into a tracked ticket.

Interactive notifications

Configure Slack notifications in Settings → Integrations → Slack → Notifications to fire on events like:

• New high-priority conversation.
• @mention of a teammate.
• AI handed off to human.

Notifications use Slack's interactive message format: agents can reply, assign, or close directly from Slack without opening Ochre. The reply you type in Slack becomes a real reply on the ticket.

Block Kit formatting

Outbound replies from Ochre to Slack render as native Slack messages with Block Kit formatting: bold, links, lists, dividers. AI-drafted replies preserve Slack-friendly formatting too.

CSAT surveys posted into Slack threads use Block Kit buttons too — see CSAT per channel.

Multiple Slack workspaces

You can connect multiple Slack workspaces. Each is independent; per-workspace branding and per-workspace tokens.

Disconnecting

Disconnecting from Ochre removes the OAuth grant on our side. The Ochre Slack app remains installed in your Slack workspace until an admin removes it from Slack → Apps.

If you reconnect later, all previously linked Slack Connect channels reattach automatically.

See Disconnecting integrations.

Permissions

The Slack app requests:

• Channels: Read. To see public and Connect channels Ochre is added to.
• Chat: Write. To post replies.
• Chat: Write.Customize. To post under your workspace's logo and name.
• Commands. For /ochre.
• Users: Read. To attribute messages to senders.

We don't request chat:write.public or admin scopes. We can only post to channels we've been explicitly added to. See Integration permissions.

OAuth tokens are stored encrypted at rest, readable only through a server-side helper that checks the caller is an Owner or Admin.

What's next

• See Per-workspace Slack branding for how outbound posts wear your brand.
• Connect Linear integration for Slack-to-Linear escalation.