Slack

Slack is where the CS team's internal communication happens. LealUp integrates so critical signals land where you're already looking.

What it does

• Notifications — health alerts, upcoming QBRs, assigned tasks land in your DM or configured channel.
• /lealup command — query customers without leaving Slack.
• Shared channels with customers — if you have a shared channel with a customer, LealUp associates it to the customer and indexes messages (optional).
• CSM status sync — your LealUp availability mirrors your Slack status.

How to connect

Integration at workspace + user level. The admin connects the workspace, then each user connects their personal Slack account for DMs.

Step 1: Admin connects the workspace

1. Admin → Integrations → Slack → Connect workspace.
2. Slack OAuth — authorize the LealUp Slack app.
3. Requested scopes: channels:read, groups:read, chat:write, users:read, commands.
4. Select the default channel for team notifications (e.g., #cs-alerts).

Step 2: Each user connects their DM

1. Settings → Integrations → Slack → My DMs → Connect.
2. Authorize LealUp to send you DMs.
3. Test — LealUp sends you a welcome DM.

Notifications

Types of notifications you can enable:

Health alerts

• Sharp drop (>15 pts in 7 days).
• Threshold crossing (healthy → neutral, neutral → risk).

Default channel: DM to the owner. Configurable to a team channel (#cs-alerts).

Meeting briefings

• 15 min before each customer meeting — AI summary.

Default channel: DM to the owner.

Tasks

• New task assigned.
• Task due today / tomorrow.
• Task overdue.

Default channel: DM.

QBRs / renewals

• QBR in 14 days.
• Renewal in 60 days.

Default channel: DM to the owner + team channel.

Customization

Settings → Notifications → Slack

Control matrix per event × channel × frequency.

/lealup command

From any Slack channel:

/lealup acme

Returns a card with:

• Current health + trend.
• ARR, renewal date, owner.
• Last 3 timeline events.
• Pending tasks.
• Link to Customer 360 in the app.

Useful when you're in a debate with sales or the team about a customer and don't want to switch context.

Other variants

/lealup health             # portfolio summary
/lealup reds               # at-risk customers (your book)
/lealup renewals 60d       # upcoming renewals
/lealup help               # full menu

Shared channels with customers

If you have a Slack Connect channel with a customer (#shared-acme-lealup), you can associate it:

1. Customer 360 → Contacts → Link Slack channel → Pick channel.
2. LealUp starts indexing messages from the channel.
3. They show in the customer's timeline as "slack"-type events.

Requires: the channel to be Slack Connect (shared externally) and the LealUp workspace admin to have authorized the channels:history scope.

Privacy: messages are indexed with the same rules as Gmail — the AI can read them, they feed health signals.

Status sync

Optional:

• If you set your Slack status to 🏝️ "OOO" → LealUp marks your availability as "away".
• Tasks scheduled for today reassign automatically to backup (if configured) or are flagged as "owner OOO".
• When you return, tasks come back to you.

Settings → Profile → OOO & backup.

Requested scopes

• channels:read, groups:read, im:read — list channels.
• channels:history — optional — read messages from shared channels.
• chat:write — send notifications to channels.
• chat:write.customize — use the bot with the LealUp branding.
• commands — /lealup command.
• users:read — know who you are (for DMs).

We don't request im:write for third parties (we don't DM people who haven't connected their account), nor files:read.

Common issues

"I don't get notifications in my DM"

• Verify you connected your DM (step 2 above).
• Check the notifications matrix (some default to off).
• Make sure the LealUp bot can DM you (Slack sometimes blocks new bots until you approve them).

"The /lealup command doesn't respond"

• Reconnect the workspace (bot token expired or was revoked).
• Verify you're in a channel where the bot was invited (or DMing the bot).

"Shared customer channel doesn't index"

• Must be Slack Connect (not regular).
• Admin must have authorized channels:history.
• Admin → Integrations → Slack → Channels → Audit.

"Too many notifications, it's noise"

• Tune the matrix — lower frequency or mute types.
• Consider a centralized channel (#cs-alerts) for the team instead of DMs per CSM.

Disconnect

• User: Settings → Integrations → Slack → Disconnect DM.
• Workspace (admin): Admin → Integrations → Slack → Disconnect workspace. This affects all users.