Send Notifications to Specific Slack Channels
Taylor Jennings
Routing notifications are sent to individual users via Slack DM. There's no way to send notifications to a shared Slack channel, which makes it difficult for teams that monitor activity collectively, need a channel-based audit trail, or want a fallback when an individual rep isn't actively watching their DMs.
Requested behavior: Allow admins to configure routing and assignment notifications to be sent to a designated Slack channel, in addition to or instead of a direct message to the assigned user.
Why it matters: Channel-based notifications support team-based workflows, improve visibility across ops and management, and ensure nothing gets missed when individual reps are unavailable.
Taylor Jennings
Merged in a post:
Notify Multiple Slack Channels Simultaneously
Taylor Jennings
Routing rules can only trigger a Slack notification to a single channel. Teams that need to notify multiple channels when a rule fires, such as both the rep's channel and a team channel, have no way to do this in a single rule.
Admins should be able to configure a routing rule to send Slack notifications to multiple channels simultaneously when triggered, without having to duplicate the rule.
Single-channel Slack notifications don't meet the needs of teams that monitor routing activity across multiple channels. Multi-channel support eliminates the need for duplicate rules and keeps all relevant parties informed.