Use Slack where it helps your team notice and respond to customer work. Gleap offers two connections with different purposes, both on Team, Pro and Enterprise: ticket notifications sent to Slack, and Slack channels that receive support requests.
Send ticket notifications to your team
Add Slack under your project’s Integrations settings. Choose the destination channel and which ticket types to send. The integration supports channel messages, thread replies, and assignee-change notifications, with an optional two-way synchronization setting.
For a private channel, add the Gleap app to that channel before selecting it. You can also choose to send fewer report details. Read the notification setup guide for routing.
Receive support requests from Slack
Add a Slack account under channel settings, authorize it, and select the channel. Messages posted there become Gleap tickets; replies from Gleap return to the original Slack thread.
This is useful for a dedicated customer support channel or an internal help channel. If you want Kai Support to answer there, enable Slack in the relevant workflow.
Test both sides of the conversation
Post a sample question, find the ticket in Gleap, and reply to verify that the answer reaches the same thread. The Slack channel guide walks through that setup.
Your team can then handle Slack alongside other conversations in the multichannel inbox.
FAQ
Which Gleap plan includes the Slack integration?
Team, Pro and Enterprise include both: Slack notifications and Slack as a support channel, where messages become Gleap tickets. Starter has no integrations or messaging channels. See pricing for the plans.
Can Kai Support answer customers in Slack?
Yes, in a Slack support channel. Enable Slack in the relevant workflow and Kai Support answers messages posted there; replies from Gleap return to the original Slack thread.
Can Gleap’s AI agents use Slack through MCP?
Yes. The Slack agent tool connects to Slack’s MCP server with a Slack sign-in, so an agent can send messages and search conversations with the actions you switch on. Kai Support can use it on Team, Pro and Enterprise, and custom agents on Team, Pro and Enterprise.
