Slack

Connect Slack to get notified about new feedback, status changes, comments, changelog and support activity, ask the Quackback AI assistant questions, and send any Slack message to Quackback with a shortcut.

Feedback where you work. Get notified in Slack when new feedback arrives, statuses change, or users comment, and use Quackback AI from Slack to answer questions and capture feedback.

Note: On Quackback Cloud, integrations are available on the Business and Enterprise plans. Self-hosted installs include every integration.

Overview

The Slack integration works in both directions:

Slack to Quackback:

Ask about your feedback and support by mentioning @Quackback, sending it a DM, or using /quackback
Send any message to Quackback with the "Send to Quackback" shortcut, which proposes a feedback post or ticket for a team member to approve

Quackback to Slack:

New feedback notifications
Post status change alerts
New comment notifications
Changelog and support conversation notifications

Prerequisites

The Owner or Admin role in Quackback (or a custom role that can manage integrations)
Permission to install apps in your Slack workspace

Self-hosted: create your Slack app

Note: On Quackback Cloud, skip this section. Quackback provides the Slack app for you, so you go straight to connecting.

Self-hosted instances connect through a Slack app you create. Do this once before you connect.

Create a Slack app from the app manifest. Set the OAuth redirect URL to https://YOUR_DOMAIN/oauth/slack/callback.

Set the request URLs, one per feature:

Slack feature	Request URL
Event subscriptions	`https://YOUR_DOMAIN/api/integrations/slack/hooks/events`
Interactivity	`https://YOUR_DOMAIN/api/integrations/slack/hooks/interactions`
Slash commands	`https://YOUR_DOMAIN/api/integrations/slack/hooks/commands`
Select menus (options load URL)	`https://YOUR_DOMAIN/api/integrations/slack/hooks/options`

In Admin > Settings > Integrations > Slack, save the app's Client ID, Client Secret, and Signing Secret.

Warning: Upgrading from 0.13: these request URLs changed. Update them in your Slack app's settings, then Reconnect Slack in Quackback so the app is authorized again with its current scopes.

Setup

1. Start the connection

Go to Admin > Settings > Integrations
Click Slack
Click Connect Slack

2. Authorize the app

You'll be redirected to Slack:

Select your Slack workspace
Review the permissions requested
Click Allow

3. Route notifications

Back in Quackback, under Notification routing:

Click Add channel
Choose a channel: a public channel, or a private channel the app was added to
Choose which events to send there
Optionally set a Board filter to send only posts from certain boards
Click Add channel

The events you can route:

Event	Description
New post submitted	Someone submits new feedback
Post status changed	Post status is updated
New comment posted	Comment added to a post
Changelog published	A changelog entry is published
New support conversation	A visitor starts a support conversation
New support message	A visitor sends a support message

To check the setup, submit a test post and look for the notification in the channel.

Use Quackback from Slack

Turn on AI assistant in Slack in Admin > Settings > Integrations > Slack. Switching it on needs permission to manage AI settings. Once it's on, team members can:

Mention @Quackback in a channel thread, or send it a DM, to ask about your feedback, support conversations and changelog. For example: "What are the top requests this month?"
Use /quackback followed by a question. The answer is visible only to you.
Use the "Send to Quackback" shortcut on any message: hover over it, open the More actions menu (three dots), and choose Send to Quackback. Quackback AI proposes a feedback post or ticket based on the message.

When Quackback AI proposes a post or ticket, the proposal appears in Slack with Approve and Reject buttons. Nothing is created until a Quackback team member approves it.

Note: The assistant only works for Quackback team members. A person's Slack email must match their Quackback account, and their role must allow them to use Copilot. It needs AI to be available in your workspace, and its answers count toward your AI usage.

Notification format

Slack notifications use Block Kit formatting for rich messages.

New post:

📬 New feedback from [email protected]

> "Add dark mode support"
> It would be great to have a dark mode...

in feature-requests

Status change:

🔄 Status changed by [email protected]

> "Add dark mode support"
> Under Review -> Planned

New comment:

💬 New comment from [email protected]

> "Add dark mode support"
> Great idea! We're considering this for Q2.

All notifications include clickable links to the post.

Event mapping

Send different events to different channels: add a channel for each destination under Notification routing, each with its own events and an optional board filter.

Example configurations

All new feedback to #product-feedback:

Events: New post submitted
Channel: #product-feedback

Bug reports to #bugs:

Events: New post submitted
Channel: #bugs
Board filter: Bug Reports

Private channels

To post to private channels:

In Slack, open the private channel
Type /invite @Quackback or use channel settings
The channel now appears in Quackback's channel selector

Manage the integration

Pause notifications

Temporarily stop notifications:

Go to Admin > Settings > Integrations > Slack
Turn off Integration enabled
Notifications pause, but the connection remains

Reconnect

If you see connection errors:

Click Disconnect, then Connect Slack
Re-authorize in Slack
Reconfigure channels if needed

Disconnect

To fully remove the integration:

Go to Admin > Settings > Integrations > Slack
Click Disconnect
Confirm the action

Note: This removes the connection but doesn't uninstall the app from Slack.

Troubleshooting

Notifications not appearing

Check integration status: look for errors in settings
Verify channel: ensure the channel still exists
Check event mappings: confirm events are configured
App permissions: verify the app is in the channel

"Channel Not Found" error

The channel may have been:

Deleted
Made private (app needs re-invitation)
Renamed (select it again in settings)

"Token Expired" error

Click Disconnect, then Connect Slack
Re-authorize the app in Slack
Test the connection

Duplicate notifications

Check for:

Multiple event mappings for the same event
Multiple Slack integrations connected

Permissions

The Slack app requests:

Permission	Purpose
`channels:read`, `groups:read`	List public channels, and private channels the app was added to
`channels:join`	Join public channels to post notifications
`chat:write`	Post notifications and the assistant's replies
`commands`	Register `/quackback` and the "Send to Quackback" shortcut
`app_mentions:read`	Receive @Quackback mentions
`channels:history`, `groups:history`, `im:history`, `mpim:history`	Read the thread or direct message the assistant is answering in
`im:read`, `im:write`, `mpim:read`	Receive and reply to direct messages
`assistant:write`	Show the assistant's status and suggested prompts
`reactions:read`	Record thumbs-up and thumbs-down ratings on the assistant's answers
`team:read`	Get workspace info
`users:read`, `users:read.email`	Match Slack users to Quackback team members by email

Note: The assistant only acts on threads where someone mentions @Quackback, direct messages with the app, and messages sent with the shortcut.

Best practices

Dedicated channel

Tip: Create a #product-feedback channel specifically for Quackback notifications. This keeps feedback organized, prevents noise in other channels, and makes it easy to find feedback history.

Smart filtering

Don't send everything to one channel. Instead:

Route by board (bugs vs features)
Use separate channels for high-priority items

Link to posts

Slack notifications include links back to Quackback. Click through to:

Add comments
Change status
See full context

Integrations overview: Events and event mappings
Triage feedback in the inbox: Manage incoming feedback
Webhooks: Build custom integrations