Slack
Mirror every conversation into a Slack channel and reply to customers from the thread.
Slack is for your team. Customers cannot start a conversation from Slack. The same app runs the assistant and the team commands.
Add to Slack
Install the app
On Integrations → Slack, select Add to Slack. Only admins and owners see the button. See Roles.
Approve it in Slack
Pick the workspace and allow the permissions. Finish within 15 minutes.
Pick a channel
Under Channel, pick the channel for conversation threads. New conversations start appearing there.
- One workspace per organization, and one organization per workspace.
- The picker lists up to 5,000 public channels that are not archived. Private channels cannot be picked.
- Median joins the channel itself when it opens the first thread.
- The Slack mirror switch pauses the mirror. While it is off, conversation threads get no new posts and replies in threads are not read. Tool approvals and attention pings still post in the channel, see Work from Slack and Discord.
- Disconnect returns the app's token to Slack, which removes the app from the workspace. Removing the app in Slack disconnects it in Median too, and the page offers Add to Slack again.
The workspace row says where things stand:
| Row reads | Means |
|---|---|
| Choose a channel to start syncing conversations. | No channel is picked yet |
| New conversations appear as channel threads. | The mirror is on |
| Conversation sync is disabled. | The Slack mirror switch is off |
| Bot online | Median's bot checked in within 2.5 minutes and is connected to Slack |
| Bot offline | Median's bot is not connected. The channel picker fails until it returns |
Permissions
| Slack asks to | Used for |
|---|---|
| View and join public channels | The channel picker, and joining the mirror channel |
| Read messages in public channels | Replies in mirror threads |
| Send messages | Threads, tool approvals and attention pings |
| View people and their email addresses | Matching a Slack account to a Median member |
| Read direct messages and mentions, act as an assistant | The assistant |
| Add slash commands | /median, /note and /actions |
How mirror threads work
Every conversation, from the widget, email or a Discord ticket, gets one thread in the mirror channel.
| What happens | In the channel |
|---|---|
| A conversation's first message after the mirror is on | A new thread. The first post shows the subject in bold, then the customer's name, the way they came in, and Open in Median |
| A customer, agent or team message | A line in the thread. The author's name in bold, then the text. A file shows as "Sent a file" |
| A status change or a handoff | A line in italics. A handoff with a reason adds the reason below it in plain text |
| A note or a system line | Nothing. Notes stay in Median |
- Customers with no name show as
Customer #12. - A conversation that started before the mirror was on gets a thread on its next message.
- A tool approval or attention ping also opens a thread when the conversation has none.
- With both the Slack and the Discord mirror on, every conversation has a thread on each. A reply typed in one also appears in the other.
Reply from a thread
A message in a mirror thread goes to the customer the way they came in. That is the widget, an email, or their Discord ticket. Messages in the channel outside a thread are ignored.
- Anyone who can post in the thread can reply to the customer.
- When the author's Slack email matches a Median member, the reply shows that member's name and picture, and the conversation is assigned to them. Otherwise the reply and the assignment carry the Slack name and picture.
- The agent stops answering. Unless it was already paused, the
conversation notes
Ada took over from Median AI via Slack, with your teammate's and agent's names. - A resolved or closed conversation reopens. An archived one returns to the inbox, and a snooze ends.
- Only the text is sent. Files posted in the thread are not.
Unlink from Slack
/median unlink disconnects the workspace from inside Slack. Use it when the
Median organization that installed the app is gone and there is no settings
page left to disconnect from. A bare /median does the same.
- Slack workspace admins and owners can run it. Anyone can once the organization is deleted.
- It returns the app's token to Slack, which removes the app.
| Answer | Means |
|---|---|
| "Unlinked from" and the organization's name | Done |
| Unlinked. The organization holding this workspace had been deleted. | Done. The workspace is free to connect again |
| This workspace is not linked to Median. | Nothing to unlink |
| Only a workspace admin can unlink Median. | You are not a Slack workspace admin or owner |
| Try /median unlink. | The command got other text |
| Unlinking failed. Try again. | The unlink did not finish |
Reinstall for new permissions
A workspace keeps the permissions it had when it installed the app. When an install is missing newer ones, the Slack panel shows a Permissions row reading "This install is missing newer permissions." Press Update permissions to install again. The channel stays picked.
| Symptom | Missing |
|---|---|
/median, /note or /actions do not appear in Slack | Slash commands |
| The app does not answer direct messages or mentions | The assistant's permissions |
Installing the same workspace again keeps the mirror channel, so there is no need to disconnect first.
Errors
| Message | Cause | Fix |
|---|---|---|
| That Slack workspace is already connected somewhere else in Median. | Another Median organization holds the workspace | Disconnect it there, or run /median unlink in Slack |
| Slack connection was not authorized. Try connecting again. | You cancelled on Slack's screen | Select Add to Slack again |
| The connection did not finish. Try again. | The install did not complete | Select Add to Slack again |
| This connection link has expired or was already used. Start again from Median. | More than 15 minutes passed, a newer Add to Slack click replaced this one, or you are no longer an admin or owner | Start again from Add to Slack |
| The bot is offline. Try again when it reconnects. | Median's bot is not connected | Wait for Bot online. Contact Median support if it stays offline |
| The bot request timed out. Check the connected channel before retrying. | The bot did not answer within 10 seconds | Try again |
| Connect a Slack workspace first. | No workspace is connected | Select Add to Slack |
| Slack integration is unavailable. Contact Median support. | Slack is not set up on this deployment | Contact Median support |
A post that fails shows in Logs as Integration delivery, at most once an hour. A post the bot has not made within an hour is dropped.