Send every new Messenger conversation to Slack in real time

Step by step

1. 1

   Create a Slack incoming webhook for your support channel

   Slack webhook

   In Slack, open Apps → Incoming Webhooks → Add to Slack, pick the channel where new chats should land (for example #support-inbox), and copy the webhook URL. It looks like https://hooks.slack.com/services/T0000/B0000/XXXXXXXXX.

   One webhook posts to one channel, so if you later want Aura escalations in a separate channel (step 4), create a second webhook for that channel now while you're in the Slack settings.

   Treat the webhook URL like a password. Anyone who has it can post to your channel, so keep it inside the Flow config and out of shared docs.

   textSlack channel suggestion

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   #support-inbox
   

2. 2

   Create a Flow with a New Conversation Started trigger

   Flow

   In Customerly, go to AI Studio → Flows → New Flow. Name it Messenger → Slack. Choose New Conversation Started as the starting point, so the Flow fires the moment a visitor opens a new conversation in the Messenger.

   The trigger also lets you filter the audience that enters the Flow. Leave it open to everyone for a plain notification channel, or narrow it to a segment (for example paying customers only) if you only want Slack pings for a subset of your traffic.

   textFlow name

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   Messenger → Slack
   

3. 3

   Add a REST API block that posts the conversation to Slack

   REST API block

   Add a REST API step after the trigger. It POSTs a message to the Slack webhook from step 1 with the contact's details, the conversation transcript, and a direct link back to the conversation in Customerly. The {{...}} placeholders are conversation and contact properties that Customerly fills in at run time.

   Paste your webhook URL as the endpoint, keep the single Content-Type header, and use the payload below as is. If you want to add or change fields, the complete guide about conversation properties lists every property you can use, and the REST API action docs cover the block itself.

   httpHTTP method + endpoint

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   POST https://hooks.slack.com/services/T0000/B0000/XXXXXXXXX
   

   httpRequest headers

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   Content-Type: application/json
   

   jsonRequest body

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   {"text":"🆕 New conversation started\nContact ID: {{contact.user_id}}\nEmail: {{contact.email}}\nName: {{contact.name}}\nCompany: {{company.name}} ({{company.company_id}})\nConversation: {{conversation._url}}\nLast message: {{conversation._transcript | escape: "json"}}"}
   

4. 4

   Optional, let Aura answer first and escalate to Slack only when needed

   AI Assistant

   If pinging Slack on every conversation is too chatty, put Aura in front. Add an AI Assistant step between the trigger and the REST API block. Aura answers the customer using your Help Center knowledge, and the block exposes two branches: Solved and Escalation. Connect the Escalation branch to the Slack REST API block, so your channel only hears about the conversations that actually need a human.

   You don't need an AI Mission here. Missions are for tasks that follow specific instructions, like collecting fields or filing a ticket. Answering questions from your knowledge base is exactly what the AI Assistant block is for (see the AI actions docs).

   jsonRequest body for the escalation ping

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   {"text":"🚨 Aura needs a human on this conversation\nContact: {{contact.name}} ({{contact.email}})\nCompany: {{company.name}}\nConversation: {{conversation._url}}\nTranscript: {{conversation._transcript | escape: "json"}}"}
   

5. 5

   Send a test message and turn it on

   Flow

   Open your own website in an incognito window, start a conversation in the Messenger, and watch the Slack channel. You should see the message land within a couple of seconds, with your test name and transcript filled in. Click the conversation link and confirm it opens the right conversation in Customerly.

   Then reply from the inbox and confirm nothing extra shows up in Slack. The trigger only fires when a conversation starts, so your own replies never echo into the channel. Once both checks pass, publish the Flow and tell the team new chats now announce themselves.

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