Send hand-offs to a Slack channel

Connect a channel

ACR posts through a Slack incoming webhook, so there is no Slack sign-in step. Only an admin of the store can connect one.

1. In Slack, create an app in your workspace, switch on incoming webhooks, and add a webhook for the channel you want. Copy its URL, which starts with https://hooks.slack.com/.
2. In the campaign, open Advanced, then General settings, and find Hand-off channels.
3. Switch Slack on, paste the Webhook URL, and add a Channel name for your own reference.
4. Press Connect Slack. ACR stores the URL encrypted.
5. Publish the campaign. Campaigns keep using their published settings until you do.

For another campaign in the same store, switch Slack on and press Use this channel. Publishing is blocked while Slack is on and no channel is chosen.

What gets posted

Each post carries the same facts as the hand-off email: the store and campaign, what the shopper needs and the agent's note, the shopper's name, email and phone, the latest message with its channel, direction and time, the agent's summary, and a link that opens the hand-off in ACR. Post to a channel only your team can read, because it holds your customer's contact details.

Hand-off: Sam needs a person: returns refunds
Sam needs a person: returns refunds.
Agent's note: Wants to return one item from an earlier order.
Conversation: Sam asked about a return, then asked for a person.
Open the hand-off: https://acr.growthdept.ai/app/your-store/...

After a positive reply with Tell my team after a positive reply on, the post says the shopper replied positively and may be ready to buy.

When nothing arrives

• Live sending may be off for ACR. Hand-offs are then recorded in ACR only.
• The campaign may not be published since you switched Slack on.
• Slack may have refused the post. ACR tries once, does not retry, and shows no warning, so the Handoffs tab is the record to trust.

The app has no button to send a test post, and a test conversation creates no hand-offs.

Change or remove the webhook

The app has no button for this today. An admin's API key can replace the URL or disconnect it through the store API:

PUT /api/app/stores/{store}/integrations/slack_webhook
{ "secret": "https://hooks.slack.com/services/..." }

DELETE /api/app/stores/{store}/integrations/slack_webhook