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Slack 2.0

Matilde Agostini
Updated

Overview

The AskNicely and Slack integration brings customer feedback directly into the channels your team already works in. When a survey response comes in, AskNicely can post it to Slack as an interactive card so teams can read the feedback, reply to the customer, leave an internal note, assign the case, or kick off a follow-up workflow, all without leaving Slack.

Enhanced Configuration

The Slack 2.0 integration replaces the original Slack integration. The core experience is the same, feedback shows up in Slack as a response card, but the underlying setup is more flexible:

  • Connect multiple Slack workspaces to a single AskNicely account, and route different workflows to different workspaces.
  • Set up custom fields, channels, and reply behavior per Workflow, instead of once at the app level.
  • Respond, add notes, open cases and trigger workflows from within Slack.

Key features

Connect multiple workspaces

A single AskNicely account can connect to more than one Slack workspace, and each connection can be configured independently: its own default channel, its own permissions, its own workflows. This also supports the reverse case: more than one AskNicely account connecting into the same Slack workspace.

Workflow-based configuration

The custom field configuration is done when configuring workflows, so each workflow can be set up independently:

  • Which Slack workspace and channel the message should post to
  • Which custom fields to include on the card
  • Whether follow-up actions (reply and note) are enabled for that workflow

Turning follow-up actions off for a workflow hides the “Reply” and “Add note” buttons on the card, “Run workflow” and “Open/close case” remain available either way.

 

Interactive response cards

Each response card posted to Slack supports the following actions directly from the message:

  • Send a note (visible internally in AskNicely)
  • Reply to the customer's email from within Slack
  • Run a workflow
  • Open or close the case, and assign it to a team member

Cards display custom field labels on the left and values on the right.

Ask NiceAI in Slack

Team members can ask NiceAI questions directly from Slack, for example, asking which team has the highest score and getting an AI-generated answer posted back into the thread. Follow-up questions in the same thread are supported.

 

Getting started

To connect Slack:

  1. From AskNicely, open the Slack (V2) tab under Integrations.
  2. Select Authorize Slack:
  3. If you're upgrading from the first version of the integration, you can click "Clone v1 connection: AskNicely". The hyperlink "what gets copied?" will explain exactly which additional permissions require authorization: 
  4. Select the workspace and authorize app permissions: 
  5. Set a default channel for the workspace. This default channel is used for messages that aren't tied to a specific workflow (for example, account-level notifications).
  6. Repeat for any additional workspaces that need to be connected.

Once a workspace is connected, add Slack actions to individual Workflows to control what gets posted where.

If multiple workspaces are connected, these will show on the same page: 

 

Slack Permissions

  • Create and manage channels: lets AskNicely create new Slack channels and update channel settings when a workflow needs a dedicated space for feedback.
  • Post messages: allows AskNicely to send response cards and notifications into the channels it's connected to.
  • Post to public channels without joining: lets AskNicely send messages to any public channel in the workspace without needing to be manually invited first.
  • View public channels: allows AskNicely to see the list of public channels so you can select where messages should be posted.
  • View private channels: allows AskNicely to see private channels it's been invited to, so those can also be selected as posting destinations.
  • Send digests and insights via direct message: lets AskNicely message channels and individual users directly with scheduled summaries or AI-generated insights.
  • Enable the / asknicely command: adds a slash command so team members can trigger AskNicely actions directly from the Slack message box.
  • See who is in your Slack workspace: allows AskNicely to read the workspace's member list, which is used to match Slack users to the correct AskNicely accounts.
  • Match Slack users to AskNicely accounts (by email): uses each Slack member's email address to link their Slack identity to their corresponding AskNicely user account.
  • app:mentions read: lets AskNicely see when it's @mentioned in a channel, so it can respond (for example, when someone asks NiceAI a question).

Setting up a workflow for Slack

Navigate to the Workflows page and select "Send to Slack (v2). 
Selecting the Slack Workflow

Once selected, follow the steps below: 

  1. Select the workspace and channel to post to:
    Configuring Slack Workspace on Workflow
  2. Select custom fields to display on the Slack message:
    Configuring custom fields for Slack Workflow
  3. Select whether follow-up actions like replies and notes should be available from Slack. This can be controlled via the "Follow-Up Activity" toggle.
    Follow-Up Activity Toggle
  4. Then click Save Workflow to save it. 

Users can set up as many Slack-connected workflows as they need, each pointing at a different workspace or channel, useful if different teams or regions should see feedback in their own space.

 

Taking action from Slack

Replying to a response from Slack:

  1. Click Reply.
  2. A modal will open where the reply can be entered.
  3. Click Reply.
  4. The email reply will be sent immediately.
  5. The reply will also be displayed in the same Slack thread and in the response thread in AskNicely. 
Replying to a response from Slack

Note: this feature is only available if the "Follow-Up Activity" toggle is ON (see instructions above).

 

Triggering a workflow from Slack

  1. Click Run Workflow.
  2. A modal will open and display a dropdown with the list of workflows.
  3. Select the workflow and click Run.
  4. The workflow will trigger immediately.
  5. The workflow will also be displayed in the same Slack thread and in the response thread in AskNicely. 
Triggering a workflow from Slack

Adding a Note in Slack

  1. Click Note.
  2. A modal will open where the note can be entered.
  3. Click Save Note.
  4. The note will also be displayed in the same Slack thread and in the response thread in AskNicely.
Adding a Note in Slack

Opening a case

  1. Click Open/Assign Case
  2. Select who to assign it to

  3. The case assignment will be visible in the Slack thread and in AskNicely

     

Opening a case

 

User Permissions

Slack channels often include people who aren't AskNicely users and the integration is designed to handle that gracefully:

  • Response cards are visible to everyone in the channel, regardless of whether they have an AskNicely account.
  • If someone without AskNicely access clicks an action button (reply, note, run workflow, and so on), they'll see a message letting them know they don't have permission to perform that action.
  • AskNicely users in the channel are unaffected and can use all available actions as normal.

If you have questions or need support please contact your customer success manager or our support team at support@asknice.ly.

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