Connect tools

Slack live handoff

Connect your Slack workspace once, pick a channel per bot, and let support staff reply from Slack threads while visitors stay on your website widget.

Connect Slack

1. Open the bot → Integrations → Slack.
2. Click Connect Slack and approve the Agentmatica app for your workspace.
3. Pick the channel where escalations should land.
4. Click Send test — you should see a confirmation in Slack within a few seconds.

What to enable

• Lead captured — posts when a visitor leaves contact info.
• Escalation alert — one-way alert when the agent escalates but live handoff is off.
• Live handoff — opens a threaded conversation in Slack. Staff replies in the thread reach the visitor in the widget; visitor messages appear in the thread.

Slack app setup (self-hosted / tunnel)

If you run Agentmatica yourself, create a Slack app at api.slack.com/apps with:

• OAuth redirect: {APP_URL}/api/integrations/slack/callback
• Event subscriptions URL: {APP_URL}/api/integrations/slack/events
• Bot token scopes: chat:write, channels:read, channels:history, groups:read, groups:history, channels:join, users:read.email
• Bot events: message.channels, message.groups

The channels:history / groups:history scopes are required for Slack to deliver thread replies to Agentmatica. After changing scopes or events, click Save in Slack and reinstall the app to your workspace, then reconnect from Integrations.

How live handoff works

When the AI escalates, Agentmatica opens a Slack thread for your team but keeps the AI active until a teammate sends the first reply in that thread. Visitor messages are mirrored into the thread so staff can follow along.

Work entirely from Slack — reply in the thread to reach the visitor. No need to open the dashboard during an active handoff.

AI draft replies

In any live handoff thread, send draftas the whole message to generate a suggested reply to the visitor's latest message — same agent and tools as the dashboard live monitor's AI draft button. Copy, edit, and send your own message in the thread to deliver it to the visitor.

After a teammate takes over, the widget switches to manual mode. If the teammate goes idle for about five minutes, the conversation returns to the AI automatically and the thread gets a closing note.

You can also use the dashboard live monitor to take over immediately or click Return to AI agent at any time.

If a teammate has taken over but goes quiet, the visitor can send a few follow-ups (e.g. “you still there?”) — after three messages with no staff reply, Agentmatica detects common waiting phrases (English, Spanish, Portuguese, Hindi, and Chinese) and hands the chat back to the AI so the visitor is not left hanging.

Legacy webhooks

If you previously pasted an incoming webhook URL, connect Slack via OAuth instead — it covers alerts and live handoff in one setup. Webhook URLs still work as a fallback until you migrate.