Connecting Slack

  1. Install Frame: It's a one-click install from inside your hub account. Note: you must have permission to install apps. Some Slack workspaces restrict this capability to admins.

    If you do not have permission, invite someone who does to your hub account and ask them to install the Slack connector for you. Then, ask them to add you as an agent (see below).

    It may take a few minutes for your hub account to reflect the connection to the Slack authorization.

  2. Define your team: Frame needs to know who's on your team. In a DM with @frame, enter /frame and select Team Members.

    • Add anyone who should be capable of (a) configuring Frame and (b) inviting Frame to a new channel. For environments with heightened security, this is typically member(s) of IT and/or people in a leadership position, not every member of support.
    • Use one or more email patterns to set everyone on your email domain as a member of your team so we know not to treat them like customers. This looks like * -- note the "*", which is a wildcard. You can add as many addresses and wildcard domains as you need. People on the whitelist will not be treated like customers.
    • Select specific users to mark as "agents" by selecting users from the dropdown.
  3. Invite it: Frame needs to be a member of a channel to help. Invite @frame using /invite @Frame to a channel where you talk to customers, then have a conversation. (Your customers will never see any messages from Frame, only that it was added to the channel.)

    Once you invite @frame to channels where you work with customers, it will start monitoring those channels.