slack-integration

Slack Integration with Your Business Software: Save Time and Keep Your Team on Track

Charles Higgins

Charles Higgins

— 11 min read
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In a recent video, Andrew George walked us through a simple but powerful way to assign projects and notify teammates using Slack combined with our business software. We share that walkthrough here in article form, expanding on the steps, providing extra context, and offering practical tips so you can implement the same setup for your agency or small business.

This guide covers everything from connecting Slack to the platform, to building a workflow that turns contact form submissions into assigned projects and instant Slack notifications. We’ll also show how to make assignments dynamic so the right team member gets notified automatically based on the client’s request. By the end, you’ll have a clear, repeatable recipe to streamline intake, reduce manual assignment work, and keep your team working from a single source of truth.

Table of Contents

Why integrate Slack with your business software?

We run small to mid-sized teams and know how chaotic incoming requests can be. Integrating Slack with your business software solves three common problems:

  • Speed: Incoming client requests instantly reach the right teammate without waiting for someone to manually assign tasks.
  • Clarity: Notifications can include all the key details—client name, current website, and a detailed request—so the assignee starts with context, not questions.
  • Consistency: The same workflow handles every intake, reducing human error and ensuring nothing slips through the cracks.

When we automate intake and assignment, we spend less time on coordination and more time delivering work that moves the business forward.

Overview of the setup

Here’s the high-level flow we’ll build:

  1. A client fills out a website onboarding form (or a general request form).
  2. The platform receives the submission and triggers a workflow.
  3. The workflow evaluates the request and assigns it to the appropriate team member (web designer, automation specialist, etc.).
  4. The workflow sends a Slack message—either a direct message, a private channel message, or a public channel message—containing the client’s details and request.
  5. The assigned teammate receives the Slack message and begins work.

This flow can be used for a simple team with a single web designer or scaled up to support multiple specialties, multiple channels, and multiple workspaces.

Step 1 — Connect Slack inside your business software

Before we build the workflow, we must connect Slack to the platform. In the software, open Settings and then the Integrations area. You’ll see the option to connect Slack. When you connect, you can authorize one or more Slack workspaces and channels so the platform can post messages where your team works.

Key setup reminders:

  • Make sure you have the necessary permissions in Slack to install integrations.
  • If your team uses multiple Slack workspaces, you can connect them all. This is helpful for agencies that manage several client workspaces or distinct internal teams.
  • When connecting, there may be an internal system user created inside the platform. This user acts as a sender for notifications and helps the platform show messages inside Slack as originating from the system. Treat it like any other internal account used for automation notifications.

Once Slack is connected, we’re ready to build the automation.

Step 2 — Build a simple workflow to notify a teammate

We’ll begin with a basic example so you can see how straightforward this is. The goal: when someone submits a website onboarding form, send a direct message in Slack to our web designer with the key request details.

Follow these steps:

  1. Open the Automations or Workflows section of the platform.
  2. Create a new workflow and add a trigger. For this example, choose the "form submitted" trigger and select your website onboarding form.
  3. Add an action to the workflow. Search for the Slack action (it may be labeled as a messaging action or simply "Slack") and add it.
  4. Choose which Slack account or connected workspace to use (this allows you to select from the workspaces you already connected).
  5. Select the event type: send direct message to a user, send private channel message, or send public channel message. For our example we’ll choose “send direct message to a user.”
  6. For the user selection, choose the Slack user who will receive the message—our web designer in this case.
  7. Save the workflow and test it by submitting the form yourself.

Compose the message. Include a short subject and then insert custom values pulled from the form submission. For example:

"New website needed — Contact: [Contact Name]; Existing site: [Existing Website]; Details: [Detailed Explanation]"

That’s it. With this workflow in place, every time a potential client fills out the onboarding form, our web designer gets a Slack direct message containing all the critical information they need to start the project.

Step 3 — Make assignments dynamic for different project types

Most agencies handle more than one type of project. Maybe you do websites, marketing automations, email campaigns, or ad setups. If we always send everything to the web designer, the automation projects will pile up and be missed. The solution is to make the assignment dynamic so the platform chooses the right teammate based on the client’s request.

Here’s how we make that happen, step by step:

  1. In the same workflow, add a branching condition using an If/Else step. This evaluates the form response and routes the request accordingly.
  2. Create branches that check the detailed explanation (or a project type field if you added one to your form). For example:
    • If the detailed explanation contains the word "automation" → route to the automation specialist branch.
    • If the detailed explanation contains the word "website" → route to the web designer branch.
  3. On each branch, add an "assign to user" action. This is where you tell the platform which internal user should own the project. For example:
    • Assign to: Web Designer
    • Assign to: Automation Builder
  4. After the "assign to user" action, add a "go to" step that directs flow to your Slack notification action.
  5. For the Slack notification action, configure it to send a message to the assigned user. Instead of manually picking a Slack user, choose the user source that references the assigned user created in the previous step. This lets the platform dynamically populate the correct Slack recipient.
  6. Compose the Slack message using custom fields—client name, existing website, and the detailed explanation—so the assigned teammate receives everything needed to begin.
  7. Test each branch by submitting test forms that trigger different branches (one with "website" in the explanation, another with "automation"). Verify that the correct users are assigned and receive the Slack messages.

With this branching approach, the entire assignment and notification process becomes automated. No manual project distribution. No delay. The client’s request is assigned and communicated in Slack instantly.

Example message templates

We like to standardize messages so teammates immediately know what’s expected. Here are a couple of templates you can copy or adapt:

  • Direct message to assigned user:"New project needed — Contact: [Contact Name]; Existing site: [Existing Website]; Request: [Detailed Explanation]. Please review and accept the task in the platform."
  • Private channel message for intake team:"New lead: [Contact Name] requested [Project Type]. Assigned to [Assigned User]. Quick notes: [Detailed Explanation]."
  • Public channel message for team awareness:"Heads up: [Contact Name] submitted a request for [Project Type]. Assigned to [Assigned User]. Check details: [Short Summary]."

Use whichever channel type matches your internal process. Direct messages work well for task ownership. Private channels are great for intake triage. Public channels can be useful for transparency, but be cautious about sharing client details publicly—use summaries or anonymize where necessary.

Advanced ideas and sensible expansions

Once the core flow is working, there are many practical upgrades we recommend that increase reliability and usefulness without adding complexity.

1. Use structured form fields instead of text parsing

We often see forms that ask an open-ended question and then rely on keyword matching to determine the project type. This works, but it’s fragile. A better approach is to include a required "Project Type" dropdown or radio field on the form (Website, Automation, Email, Ads, Other). Use that field to drive your branching. It’s cleaner, reduces false positives, and makes reporting easier.

2. Add sanity checks and confirmations

After assigning a project, we add a short follow-up automation that either:

  • Sends a confirmation email to the client thanking them for the submission and explaining next steps.
  • Sends a Slack message to the assigned teammate reminding them to review and accept the project in the platform if they haven’t within a set time window (e.g., 1 hour).

These small checks reduce the chance of projects being overlooked and improve the client’s experience.

If the platform supports direct links from notifications to the contact or project record, include that link in your Slack message. This keeps the message actionable—click and you’re in the client record ready to review.

4. Use multiple Slack channels for different teams

Some agencies prefer channel-based notification for visibility. For example, all website requests post to #web-requests while automation requests post to #automation. If you want teammates to be able to triage work publicly, route notifications to channels instead of direct messages. You can also include the assigned user tag in those messages so ownership is still clear.

5. Track assignment history for accountability

Make sure your workflow writes an assignment note onto the project record or creates a task inside the platform when it assigns someone. This keeps assignment history centralized and helps if you need to audit who was assigned or when a project moved stages.

Practical tips and troubleshooting

Here are common questions we encounter when teams set this up, plus the practical fixes that work for us.

Why isn’t my Slack message sending?

  • Confirm Slack is correctly connected in the platform’s Settings > Integrations area.
  • Verify you selected the correct Slack workspace/account when configuring the Slack action inside the workflow.
  • Check that the platform’s internal system user has permission to post in the channel or send DMs to the target user.
  • Test with a simple message and a user you know is online to isolate whether the problem is the trigger or the Slack action.

How do we handle multiple workspaces?

If your agency uses multiple Slack workspaces, connect each workspace in the platform. When you configure the Slack action in a workflow, you can choose which connected workspace to use. This way, cross-workspace teams get notified where they expect to be working.

The assigned user doesn’t map to a Slack user—what then?

When assigning the project inside the platform, ensure the assigned user has been linked to a Slack identity (this often happens when the workspace integration is installed or when an internal user connects their Slack account). If you maintain an internal user that represents the system, use that for platform-level messages and map each teammate’s platform profile to their Slack account for direct messages.

What if the detailed explanation misses keywords?

We recommend adding a "Project Type" field on your forms so you don’t rely purely on keyword matching. If you must rely on free-text fields, create robust branching rules that look for multiple possible keywords and provide a default fallback branch that assigns to a triage team or sends a confirmation email asking the client to clarify.

Best practices for sustainable automations

Automation is powerful but it’s easy to overcomplicate. Here are the practices we follow to keep automations useful and maintainable.

  • Keep workflow logic clear: Fewer branches is better when possible. Use structured form fields to simplify routing.
  • Document flows: Keep a short playbook that explains what each automation does so teammates know where to troubleshoot.
  • Test thoroughly: Test each branch and edge case. Build test data specifically to validate assignments and Slack notifications.
  • Monitor performance: Periodically review assignment timelines and message delivery success so you catch failed automations early.
  • Use soft reminders: Instead of repeatedly notifying the same user, create escalation rules that involve a backup person or a triage channel.

Real-world benefits we’ve seen

We’ve implemented similar setups across different teams and the biggest wins are always the same:

  • Time saved: We estimate several hours a week regained across the team because project assignment is automatic.
  • Fewer missed requests: No more lost leads because every incoming form triggers a notification and assignment.
  • Higher clarity: Team members receive structured, consistent information so they can focus on doing the work instead of chasing context.
  • Smoother scaling: As the team grows, adding new specialties is as simple as creating a new branch and assignment mapping—no overhaul required.

One teammate summed it up: "We stopped wasting time deciding who gets which request. Now the right person sees it instantly and can get started." That kind of feedback matters because it means less friction and faster delivery for clients.

How to get started today

If you want to implement this quickly, here’s a compact checklist to follow right now:

  1. Connect Slack in the platform’s Settings > Integrations.
  2. Create or refine your intake form and add a required "Project Type" field.
  3. Build a new workflow with a "form submitted" trigger pointing to your intake form.
  4. Add conditional branches based on the Project Type or keywords in the detailed explanation.
  5. On each branch, add an "assign to user" action for the correct teammate.
  6. Add a Slack action that sends the notification to the assigned user using dynamic user mapping.
  7. Test end to end and iterate based on team feedback.

Following these steps will get you from zero to an efficient intake-to-assignment flow in a single afternoon.

Common questions (FAQ)

Q: Can we send Slack messages to channels instead of direct messages?

A: Yes. You can choose to send messages to public channels, private channels, or direct messages. Use channels for visibility and triage, and direct messages for clear ownership. Be mindful of client information—don’t share sensitive details in public channels.

Q: What happens if a teammate is offline or out of the office?

A: Build an escalation rule into your workflow. For example, if the assigned user doesn’t accept or acknowledge the assignment within a given time window, the workflow can reassign to a secondary user or notify a manager channel.

Q: Can we include form submission fields like the existing website or attachments in the Slack message?

A: Yes. Use custom fields from the form in your Slack message template. If the form allows attachments, include a note in the Slack message indicating there is an attachment and provide a direct link to the contact or submission in the platform.

Q: Is it secure to send client information to Slack?

A: Slack is generally secure for internal team communication, but treat it like any internal communication tool. Limit client-sensitive data in public channels and ensure your team follows data handling best practices. If your process requires high security, restrict notifications to private channels or direct messages and avoid sharing sensitive attachments directly in Slack.

Q: What if the workflow assigns to a generic system user?

A: A system or internal user can be useful for platform-generated messages. For ownership and accountability, map assignments to actual teammates whenever possible. Use the system user only for platform-level notifications like logs or automated tracking.

Q: How do we maintain these automations as our team grows?

A: Keep flows modular and well-documented. When adding new specialties, create a new branch and assignment rule rather than modifying existing logic extensively. Periodically audit the automation to remove outdated branches or to add new ones that reflect your current services.

Conclusion

Integrating Slack with your business software and automating assignment workflows removes busywork and lets your team focus on delivery. With just a few steps—connecting Slack, adding a form trigger, using conditional branches, and dynamically assigning users—you can turn incoming client requests into actionable tasks that arrive where your team already collaborates.

We’ve found this approach especially helpful for small agencies and growing teams that need reliable, low-friction processes. It reduces missed requests, speeds up response times, and keeps accountability clear. Best of all, it’s straightforward to set up and scales naturally as you add new services or teammates.

If you’re ready to get started, follow the checklist we laid out and test each branch thoroughly. Keep things simple at first, then iterate with structured fields, confirmations, and escalation rules as needed. The time you invest in a good workflow will pay back in hours saved and a smoother client experience.

We hope this guide makes implementation easier for your team. If you’d like more examples or templates for message text and branching rules, we can add a downloadable checklist or sample workflow in a follow-up post.

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