Slack notifications are not routing

Symptom: Conversations are arriving in Ochre, but the Slack channel that used to ping for them has gone quiet. Or only some conversations are routing through.

Slack issues are almost always one of: a stale OAuth token, a flipped master toggle, or a channel that was archived or renamed. Walk the checklist.

Checklist

1. Reconnect the Slack integration

Go to Settings → Integrations and find the Slack card.

• A yellow or red banner means the token is stale or revoked. Click Reconnect and sign in again. Most Slack ping outages end here.
• If the card looks healthy, click into it anyway. The detail page lists the connected workspace and the last successful event timestamp. If "last event" is hours stale, treat it as disconnected and reconnect. See Slack integration.

2. Check the master toggle

Go to Settings → Channels and confirm the Slack channel master toggle is on. A teammate may have switched it off during a noisy day. See channel master toggles.

3. Confirm the destination channel still exists

Open Slack and confirm:

• The channel Ochre posts into still exists.
• Ochre is still a member of the channel. If the channel is private, an admin may have removed our app during cleanup.
• The channel was not archived or renamed. A rename is fine, an archive will silently swallow posts.

To re-add Ochre to a private channel, type /invite @Ochre from inside the channel.

4. Verify routing rules

If only some conversations are pinging, you have a routing rule issue, not a Slack issue. Open the rule that fans out to Slack and confirm:

• The rule is enabled.
• The match conditions still match. A condition like "tagged urgent" will not fire if your tag was renamed.
• The rule order has not been reshuffled by another rule that now short-circuits it.

5. Confirm Slack Connect is not the source

If the missing pings come from a Slack Connect shared channel, the issue may be on the partner side. Slack Connect outages tend to be one-directional. Test by sending a message from your side and watching the partner's view.

6. Look at office hours and SLA

If pings are silent only outside business hours, that is by design. Check office hours and the SLA policies attached to the routing rule. Suppress-after-hours is a common config.

7. Test with a fresh conversation

Send yourself a test conversation that should match the routing rule. Watch Slack.

• Pings work for the test but not for real customers. The routing rule is too narrow.
• Pings still silent. The integration or the channel itself is the issue. Loop back to step 1.

Common gotchas

• Renamed channels. Slack handles the rename, our routing rule still works. No action needed.
• Archived channels. Posts go to /dev/null. Unarchive or repoint the rule.
• Removed app. Workspace admins can remove third-party apps in bulk during audits. Reinstall via Settings → Integrations.
• Workspace migration. If your team migrated Slack workspaces, the old token still says connected for a while but no longer routes. Reconnect to the new workspace.

When to contact support

If you have reconnected the integration, the channel exists, the master toggle is on, the routing rule fires for test messages, and real customer conversations still do not ping, contact us. Include:

• The Slack workspace name.
• The channel name.
• A conversation ID that should have pinged but did not.
• The timestamp of that conversation, in UTC.

Reach out via support contact.

Related reading

• Slack integration
• Slack Connect
• Channel master toggles
• Routing rules
• Disconnecting integrations