Installation steps
Choose a channel with an owner
Pick a channel the team already monitors and decide who owns new conversations during the workday. Set a response expectation so visitors know when a person will reply.
Connect and test
In MivoChat, open Channels → Slack and choose Add to Slack. Authorize the workspace, then select the destination channel. For a private channel, run `/invite @MivoChat` so the bot can post there. Send a test question from the live widget, reply in its thread, then confirm the response appears to the visitor. If the destination channel is private, invite the MivoChat app from that channel with `/invite @MivoChat`; workspace authorization alone does not grant access to a private channel. When no thread appears, verify the selected channel in Channels → Slack and start a new widget session after reconnecting it.
Use threads for team handoff
Each website conversation starts a Slack thread. Use Take over to pause AI while replying, Hand back to AI when the human reply is done, and Close when resolved. In the thread, `!say` sends a reply, `!ai` returns control to AI, `!auto` enables automatic replies, `!translate` translates, `!close` closes, and `!help` lists commands; unresolved technical issues should go to the person who owns that part of the product.
Link support from your product
Tell users where to find the chat and which details help reproduce a bug. Avoid asking visitors to post API secrets, passwords, or private customer data into the widget.
Before you change the setup
a Slack workspace admin for authorization, a channel owner, and a published widget test page
MivoChat Channels → Slack, followed by a selected Slack destination channel
Slack threads are the reply surface; this does not add ticket queues, service-level tracking, or a full shared inbox
Test the support boundary
- How do I rotate an API key after a leak?
- Which browser versions are supported?
- Can you confirm a customer's private account state?
Frequently asked questions
Slack authorization succeeds but no message arrives
Check that the selected channel is still active and that the MivoChat app remains installed in the authorized workspace.
Posting to a private channel fails
Invite the connected MivoChat app to that private channel with `/invite @MivoChat`, then send a fresh widget conversation.
A reply is visible in Slack but not on the site
Reply inside the conversation's thread, check the thread association, and confirm the visitor has not closed the widget session.
The team loses track of unanswered threads
Assign a human owner and use a channel routine for open conversations; channel connection alone does not define an on-call schedule.