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Chat and Slack Management

Use Settings > Chat Management to configure tenant web chat behavior. Use Settings > Slack Management to add Slack workspaces and manage bindings.

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Prerequisites

You need administrator permissions for channel management.

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Configure a chat channel

Chat Management lets you manage web chat entry points. A chat channel can be assigned to an AI Assistant and enabled or disabled. When a channel is enabled, customers can start or continue supported widget chat sessions. When disabled, the widget should not start new conversations for that channel.

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Assign an AI Assistant

Choose the AI Assistant that should handle incoming chat activity for the channel. The assistant should have instructions, knowledge, categories, and handoff behavior appropriate for chat.

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Enable or disable the channel

Use channel status to control whether the channel accepts new widget startup and connection requests. Disable a channel when:

• The assistant is not ready.
• The channel is being reconfigured.
• You need to stop new customer chat entry temporarily.

Re-enable only after confirming the assigned assistant and routing setup.

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Test after changes

After changing chat configuration:

1. Confirm the channel is enabled.
2. Start a test widget chat.
3. Confirm the right AI Assistant responds.
4. Trigger handoff if needed.
5. Confirm routing reaches an eligible Ready agent.

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Configure Slack routing

Slack Management shows Slack workspaces connected for the tenant. Use Add installation to enter the Slack app id, bot token, and signing secret. CXP discovers the Slack workspace id from the bot token, verifies that the bot belongs to the submitted app id, and then saves Slack credentials as write-only values that are not displayed after save. Setup fails without creating an installation when the token is invalid, the app id does not match, or the signing secret is missing. CXP shows the discovered workspace name and team id, Slack app id, bot user id when verified, credential presence, and verification status. Use an installation row’s actions menu to Verify again, Repair credentials without changing the workspace identity, or Delete a stale installation after its Slack channel and direct-message bindings have been removed.

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Configure a Slack channel

Create a channel binding for a Slack channel id, assign an AI Assistant, choose whether the assistant responds only when mentioned or always in that channel, and choose whether CXP should add the conversation-start ack reaction. Disable a binding to stop new routing while keeping the configuration visible. Delete a binding only when the routing configuration is no longer needed. Existing conversations and messages are not deleted.

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Configure Slack direct messages

Direct messages use one workspace-level binding per Slack workspace. Choose an AI Assistant and optionally maintain allowed and denied Slack user ids. An empty allowed list permits workspace users by default; denied user ids always take precedence.