Common Slack integration issues and solutions

## Common Slack Integration Issues## Issue #1: "Slack Bot Not Responding to Commands"### Symptoms Customers Report- Bot appears online but doesn't respond to @mentions- Commands work inconsistently across different channels- Bot responds in some channels but not others### Root Causes and Solutions**Most Common Cause: Channel Permissions**1. Verify bot is added to the specific channel: - Type `/apps` in the affected channel - Look for our bot in the list of installed apps - If missing, add bot to channel: `/invite @[BotName]`**Permission Scope Issues**1. Check bot permissions in Slack Admin: - Go to Slack workspace settings → Apps → Manage - Find our integration and review permissions - Ensure bot has necessary channel access rights**Workaround for Limited Permissions:**- Use direct messages with bot for testing- Admin can temporarily expand bot permissions for troubleshooting### Success Verification- Send test command in previously affected channel- Verify bot responds within 30 seconds- Test both @mentions and slash commands## Issue #2: "Notifications Not Appearing in Slack"### Symptoms Customers Report- Missing notifications for important events- Notifications appear with significant delay- Some notification types work, others don't### Root Causes and Solutions**Notification Channel Configuration**1. Verify notification channel setup: - Check integration settings for correct channel mapping - Confirm channel names match exactly (case-sensitive) - Test with simple channel like #general first**Slack Notification Settings Conflict**1. Check personal Slack notification preferences: - User Settings → Notifications → App notifications - Ensure our app notifications are enabled - Check if "Do Not Disturb" is interfering**Current Workaround:**- Set up duplicate notifications to multiple channels- Use webhook URLs as backup notification method- Enable email notifications as fallback### Expected Timeline for Fixes- Notification delay issues: Resolution in next platform update- Channel mapping problems: Usually resolved immediately with correct configuration## Issue #3: "Authentication Token Expired or Invalid"### Symptoms Customers Report- Integration suddenly stops working- Error messages about expired tokens- "Unauthorized" errors in Slack integration logs### Root Causes and Solutions**Token Refresh Required**1. Re-authenticate the integration: - Go to integration settings in our platform - Click "Reconnect to Slack" or similar option - Complete OAuth flow with Slack workspace admin permissions - Test integration after reconnection**Workspace Permission Changes**1. Check if workspace admin modified app permissions: - Contact Slack workspace admin - Verify our app still has required permissions - Re-install app if permissions were revoked**Preventive Measures:**- Monitor integration health dashboard for early warnings- Set up backup admin contacts for OAuth re-authorization- Document integration setup for future troubleshooting## Issue #4: "Messages Not Formatting Correctly"### Symptoms Customers Report- Rich text appears as plain text or code- Links not displaying as clickable- Mentions and channel references not working### Root Causes and Solutions**Slack API Version Compatibility**1. Verify message format compatibility: - Check if customer workspace uses legacy message formatting - Update integration to use Slack's Block Kit formatting - Test messages in different channel types**Custom Formatting Requirements**1. Adjust message templates: - Use Slack-compatible markdown syntax - Test formatting with Slack's message formatter tool - Provide alternative plain-text versions for compatibility**Known Limitations:**- Complex HTML formatting not supported in Slack- Some emoji rendering differences across platforms- File attachment limitations based on Slack workspace plan## Issue #5: "Slash Commands Not Working"### Symptoms Customers Report- Slash commands show "command not found" error- Commands work for some users but not others- Intermittent command failures### Root Causes and Solutions**Command Registration Issues**1. Verify slash command installation: - Check if commands are properly registered in Slack App settings - Confirm command URLs are accessible and responding - Test commands with workspace admin account first**User Permission Restrictions**1. Check individual user permissions: - Some workspaces restrict slash command usage - Verify user has permission to use custom apps - Test with different user accounts if possible**Current Workaround:**- Use @botname commands instead of slash commands- Direct message bot for private command execution- Request workspace admin to review app permissions## Escalation Criteria### Immediate Technical Escalation- Multiple integration features failing simultaneously- Security-related authentication errors- Data synchronization failures affecting business operations### Standard Technical Escalation - Customer unable to complete basic troubleshooting steps- Integration requires custom configuration beyond standard setup- Workspace admin involvement needed for permission changes### Product Team Escalation- Consistent failures across multiple customer workspaces- New Slack API changes affecting existing integrations- Feature requests for enhanced Slack functionality## Known Limitations and Roadmap- File size limits based on Slack workspace tier- Rate limiting during high-volume notification periods- Limited support for Slack Enterprise Grid configurations- Planned improvements for better error messaging and diagnostics