Aimdoc

Slack Integration

Overview

Aimdoc's Slack integration sends real-time notifications about new leads and important interactions to your Slack workspace. With Live Chat Takeover enabled, escalations post as an interactive card so reps can reply to the visitor directly from the Slack thread — including Take Over and Hand Back to AI controls.

Features

  • Real-Time Notifications: Configure Aimdoc to send instant lead and session notifications to specific Slack channels.
  • Conversation Summaries: Receive concise summaries of AI agent conversations with potential customers.
  • Live Chat Takeover: Escalate into a threaded Slack card, chat with the visitor from the thread, and hand the conversation back to the AI without leaving Slack.
  • Channel-Level Routing: Choose which notification types each channel receives, including Session Escalation.

Setup Instructions

  • Connect Slack Workspace: In the Aimdoc dashboard, go to the Integrations tab, select Slack, and authorize the connection. If you connected Slack before Live Chat Takeover shipped, reconnect so Aimdoc can request the additional Slack permissions.
  • Configure Agent Notifications: Open the agent, go to the Actions tab, and configure Slack channel notification settings.
  • Add Aimdoc to the Channel: In Slack, open the channel you selected and invite the Aimdoc app/bot (for example: /invite @Aimdoc). The bot must be a channel member both to post notifications and to receive thread replies for live chat.
  • Set Notification Preferences: Choose which channels should receive which notification types.

Live Chat Takeover

Live Chat Takeover lets reps handle escalated conversations from Slack instead of opening the Aimdoc dashboard first.

Enable it

  1. Reconnect Slack under Integrations if the dashboard shows that Live Chat Takeover needs additional permissions.
  2. Enable escalations on the agent (via a Skill with Escalate to a human, or the legacy Escalations action).
  3. In the agent Actions tab → Slack notifications, enable Session Escalation for the channel.
  4. Enable the Live Chat Takeover toggle for that channel (it appears under Session Escalation once the required Slack permissions are granted).
  5. Confirm the Aimdoc bot is invited to the channel.

Without Live Chat Takeover, escalations still post as the existing plain-text Slack notification.

How it works

When a conversation escalates to a channel with Live Chat Takeover enabled:

  • Aimdoc posts an interactive escalation card with visitor context, a Take Over button, a Hand Back to AI button, and a View Session link.
  • A short transcript of the conversation so far is posted as the first thread reply.
  • Visitor messages (and later AI replies after a handback) mirror into the same thread.
  • Reps reply in the thread to message the visitor. The first reply on an unowned conversation claims it for that rep.
  • On-site visitors get the chat reopened if they had closed the widget. If the visitor has left the site, the reply is still saved and Aimdoc notes in the thread that they are offline.

Your Slack account email must match an Aimdoc user in the organization. If Aimdoc cannot map the Slack user, it posts a thread notice and does not deliver the reply.

Internal notes

Prefix a thread reply with note: or private: to keep it internal. Those replies are not sent to the visitor.

Idle handback

Slack-based takeovers refresh presence while reps are active in the thread. After about 30 minutes without Slack activity, Aimdoc hands the conversation back to the AI and posts a note in the thread.

Limitations

  • File attachments and images are not relayed in either direction.
  • Slack message edits and deletes do not sync to the visitor.
  • Only the owning rep can use Hand Back to AI from the card. Teammates can still reply in the thread while someone else owns the conversation.

See also Live Chat for escalation skills, assignment, and working hours.

Common Questions

Can I customize notification content?

Yes, you can customize what information is included in Slack notifications, such as lead contact details, conversation summaries, and next steps.

Can notifications go to different channels based on criteria?

Yes, you can set up rules to route different types of notifications to specific channels based on criteria like lead quality, topic discussed, or geographic location.

Can team members respond to leads from Slack?

Yes. Enable Live Chat Takeover on a channel that receives Session Escalation notifications. Reps can then reply in the escalation thread (or use Take Over / Hand Back to AI) and messages relay to the visitor's widget.

Why is Live Chat Takeover disabled?

The toggle stays disabled until Slack has been reconnected with the live chat permissions. Open Integrations, reconnect Slack, then return to the agent's Slack notification settings.

I configured a channel but I'm not receiving notifications. What should I check?

First, confirm the Aimdoc app/bot has been added to the specific channel you configured (e.g. run /invite @Aimdoc in that channel). If the app isn't in the channel, Slack won't post messages there — and live chat replies won't be received either.

Need Help?

If you encounter any issues with your Slack integration, please contact our support team at support@aimdoc.ai.

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