Setting Up Frame for 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).

  1. Define your team: Frame needs to know who's on your team, who's a customer, and (for active mode) who's an agent. In a DM with @frame, enter /frame and select Team Members.

A. 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.

B. Select specific users to mark as "agents" by selecting users from the dropdown. These are people who will be able to "own" conversations, will be able to use Frame tooling, get conversation alerts, and more.


Defining Agents

If you're using Slack only for analytics purposes, you don't need to define everyone on your team as an agent -- the whitelist above will handle that. Instead, 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.

  1. 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.)

If you're connecting Slack only for analytics, that's it, you're finished.

Turning on Ownership, Escalation Alerts, and Away Messages

When you're ready for more assistance, turn on Frame's Attention Management features by switching a channel to active mode.

  1. Switch to Active Mode: Enter /frame and select Configure Channel to switch to Active Mode. When a customer starts a conversation, say something back to take ownership. When you're finished, enter /frame and press Close Frame. A summary of your conversation will appear in #frame-feed. Read more about how to work with frames.

  2. Get notified when a new conversation is waiting: Use /frame in the channel to turn on escalation alerts.

Need help? say hi in a shared channel with our team, in a chat widget on our website, or email [email protected] to say hi the old fashioned way.