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Workflows

Last Update kaksi päivää sitten

Getting started with Workflows Creating your first workflow, step by step Choosing what triggers a workflow Building workflow steps: actions, conditions, waits and AI steps Using runtime data in workflows

Sending Slack alerts with workflows

Your team works in Slack, but your chats, leads and tickets are in tawk.to. A workflow can post to a Slack channel when something needs attention, for example when your AI agent finds a lead or a visitor gives a chat a thumbs-down.

Workflows have a built-in Slack step, so all you need from Slack is a webhook URL for each channel.

Time: about 10 minutes. Most of it is in Slack.

What you can and cannot do
You canPost to any Slack channel, public or private, with a different channel for each step. Put live details in the message, for example the visitor's name and email address, their last message, an AI summary or a new ticket number.
You cannotReply to the visitor from Slack, add buttons to the message or put the full chat transcript in it. To include the chat, add an AI step that summarizes it and put the summary in the message.
You needSomeone who can add an app to your Slack workspace. Workflows itself is on all plans.

Step 1: Create a Slack incoming webhook

An incoming webhook is a private web address for one Slack channel. Whatever tawk.to sends to it, Slack posts in that channel.
  1. Open Slack's guide to incoming webhooks and follow it to create a Slack app for your workspace.
  2. In your app, turn on Incoming Webhooks.
  3. Click Add New Webhook.
  4. Select the channel for your alerts.
  5. Copy the webhook URL. It starts with https://hooks.slack.com/.
Important: Anyone who has this URL can post to your channel. Keep it private.

Each channel needs its own webhook. To post to two channels, repeat these steps.

Step 2: Add a Slack step to your workflow

  1. Open your workflow in Automations > Workflows.
  2. Click Add step.
  3. Click Action.
  4. In Category, select Communication.
  5. In Action, select Send Slack notification.
  6. Under Slack channel for this step, paste your webhook URL in Slack webhook URL.
  7. In Channel label (optional), type the channel name, for example #sales.
  8. Click Apply.
  9. Type the Message.
  10. Type a Title if you want one.
  11. Click Save.
The channel label only helps you see where the step posts. Slack ignores it.

The message can be up to 4,000 characters, and the title up to 200.

What you can put in a message

The message can carry live details about each run. Click Available runtime data in the step to see every detail that this workflow offers. What you can use depends on what starts the workflow:
Workflow starts fromYou can use
A chat (for example Chat transcript created){{record.visitorName}}, {{record.visitorEmail}}, {{record.lastMessage}}, {{record.rating}}
Your AI agentThe details that the agent collects, for example {{trigger.name}} and {{trigger.email}}
An earlier stepIts output, for example an AI summary {{nodes.<step ID>.output}} or a new ticket number
For example, for a lead that your AI agent hands over:
  • Title: New lead from the AI agent
  • Message: {{trigger.name}} ({{trigger.email}}) wants: {{trigger.need}}
If a detail is empty for a run, the message shows Not provided in its place.

The visitor's name, email address and messages are private details. A Slack step can use them, but most other actions cannot. For the full rules, see Using runtime data in workflows.

Start from a template that already posts to Slack

Many templates have a Send Slack notification step built in. You paste your webhook URL in the Finish setting up this template checklist, and the template is ready to turn on.
TemplatePosts when
Never miss a new conversationNobody replies to a new conversation in 5 minutes
First-response SLA guardA new ticket has no agent reply after 4 hours
Bad-rating recoveryA visitor gives a chat a thumbs-down
Qualified lead hand-offYour AI agent finds a lead
Escalate to a humanYour AI agent hands a chat to your team
Request a call-backA visitor asks your AI agent for a call
For more ideas and what each one needs, see What can I automate using workflows?

Post the result of every run

You can also send the result of each run to Slack without a Slack step. This suits workflows that end with an AI step, such as a weekly summary.
  1. Open the Settings tab of the workflow.
  2. Turn on Post run output to Slack.
  3. Under Run output channel, paste a webhook URL and click Apply.
  4. Click Save.
After every successful run, the run's output is posted to that channel.

Good to know

  • A workflow with an unconnected Slack step cannot be saved. You see No Slack destination is configured. Connect a webhook as in step 2, or delete the Slack step. In a template, click the trash icon next to Slack channel in the checklist.
  • Copies do not keep Slack channels. When you click Duplicate, the copy has no Slack destinations, and Post run output to Slack starts off. Connect each channel again before you turn on the copy.
  • A removed webhook makes the step fail. If someone removes the webhook or the app in Slack, the Slack step fails on the next run. You see this in the Runs tab. Create a new webhook, then click Replace in the step and paste the new URL. See Testing, monitoring and troubleshooting workflow runs.
  • Microsoft Teams has no built-in step, but you can post to it with an HTTP request. See Posting to Microsoft Teams with workflows.

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