Common Slack integration issues and solutions

Common Integration Issues:

Issue #1: "Slack Bot Not Responding to Commands"

Symptoms: Bot appears online but doesn't respond to @mentions, commands work inconsistently across channels
Root Cause: Channel permissions or bot scope issues
Solutions:
1. Verify bot is added to the specific channel: Type /apps in affected channel
2. Add bot to channel if missing: /invite @[BotName]
3. Check bot permissions in Slack Admin → Apps → Manage
4. Ensure bot has necessary channel access rights
Success Verification: Send test command, verify bot responds within 30 seconds

Issue #2: "Notifications Not Appearing in Slack"

Symptoms: Missing notifications for important events, significant delays, some notification types work while others don't
Root Cause: Channel configuration or Slack notification settings conflict
Solutions:
1. Verify notification channel setup matches exactly (case-sensitive)
2. Test with simple channel like #general first
3. Check personal Slack notification preferences: User Settings → Notifications
4. Ensure app notifications are enabled, check Do Not Disturb settings
Current Workaround: Set up duplicate notifications to multiple channels, enable email notifications as fallback

Issue #3: "Authentication Token Expired or Invalid"

Symptoms: Integration suddenly stops working, "Unauthorized" errors in logs
Root Cause: Token refresh required or workspace permission changes
Solutions:
1. Re-authenticate: Go to integration settings → Click "Reconnect to Slack"
2. Complete OAuth flow with workspace admin permissions
3. Check if workspace admin modified app permissions
4. Re-install app if permissions were revoked
Preventive Measures: Monitor integration health dashboard, set up backup admin contacts

Issue #4: "Messages Not Formatting Correctly"

Symptoms: Rich text appears as plain text, links not clickable, mentions not working
Root Cause: Slack API version compatibility or message format issues
Solutions:
1. Update integration to use Slack's Block Kit formatting
2. Test messages in different channel types
3. Use Slack-compatible markdown syntax
4. Provide alternative plain-text versions for compatibility
Known Limitations: Complex HTML not supported, emoji rendering differences, file attachment limitations

Issue #5: "Slash Commands Not Working"

Symptoms: Commands show "command not found" error, work for some users but not others
Root Cause: Command registration issues or user permission restrictions
Solutions:
1. Verify slash commands are registered in Slack App settings
2. Confirm command URLs are accessible and responding
3. Test commands with workspace admin account first
4. Check individual user permissions for custom apps
Current Workaround: Use @botname commands instead of slash commands, direct message bot for private execution

Configuration Verification:

• ✓ Bot Installation: Confirm bot is installed and visible in workspace app directory
• ✓ Channel Permissions: Verify bot has access to required channels and can post messages
• ✓ OAuth Scopes: Check that all required permissions are granted and up-to-date
• ✓ Webhook URLs: Validate webhook endpoints are accessible and responding correctly
• ✓ User Permissions: Confirm users have permission to interact with custom apps and bots

Known Limitations & Workarounds:

• File Size Limits: Based on Slack workspace tier - use external file sharing links for large files
• Rate Limiting: High-volume notifications may be throttled - implement batching for bulk operations
• Enterprise Grid: Limited support for Slack Enterprise Grid configurations - contact support for custom setup
• Message Threading: Some advanced threading features require specific API versions - use simple replies as fallback

Escalation Criteria:

Immediate Technical Escalation

• Multiple integration features failing simultaneously across multiple customers
• Security-related authentication errors or potential OAuth token compromise
• Data synchronization failures affecting business-critical operations

Standard Technical Escalation

• Customer unable to complete basic troubleshooting steps after guided assistance
• Integration requires custom configuration beyond standard setup procedures
• Workspace admin involvement needed for permission changes or app reinstallation

Product Team Escalation

• Consistent failures across multiple customer workspaces indicating platform issue
• New Slack API changes affecting existing integrations functionality
• Feature requests for enhanced Slack functionality or improved error handling