How to Create a Slack Connect Channel for a customer

This KB explains how to create a public Slack channel and invite customers. This task can be executed by any customer team or Support.

• Create or open a channel: Click the plus (+) button next to Channels in your sidebar, select Channel, name it, choose your privacy settings (public or private), and click Create. Make sure to set the channel as Public and use the naming convention: snowplow-customername

• Invite your partner: Open the channel, click the profile pictures or channel name at the top, and select Add people.

• Select external organization: Enter your partner's name or email address, select An external organization, and click Next.

• Send the invitation: Add an optional note to give your partner context, then click Send Invitation.

• Leave a message for the customer:

Hi <customername>! Just leaving this here for when you join. You can file support tickets from here by simply creating a new thread and reacting with the :snowplow-support: emoji

• Add the Slack channel in Pylon: Find the customer account in Pylon. Fill the External Channel with the name of the new channel. This channel will be monitored for tickets moving forward.

• Wait for acceptance: Your partner will receive an email link to accept the invite and connect the channel to their own Slack workspace. Depending on your workspace settings, an admin from both teams may need to approve the connection.

Note: Slack Connect requires a paid Slack plan.