Can Aide alert Slack when a customer asks for a person?

Yes. Handoff requested posts to the Slack channels that have it switched on, and every new channel starts with it. The alert names the conversation's subject and the customer and links straight to the conversation.

Can I get a Slack alert when an SLA is breached?

Yes. SLA about to be missed posts at the policy's warning threshold and SLA missed posts on the breach, for first response, next response and resolution targets. Each target alerts once.

Does the Slack message include what the customer wrote?

No. The customer's words and email address stay in Aide, so a busy shared channel doesn't become a copy of your inbox.

Will Aide flood our Slack channel?

No. A channel gets one message per event however many teammates are notified, at most once per conversation and event every 5 minutes. When Slack asks Aide to slow down, the message goes out a little later.

Do teammates still get email notifications?

Yes. Each teammate picks Always or Outside hours only for every notification type, alongside in-app alerts. Slack channels are set by owners and admins and don't change anyone's own settings.

Does this work if our team uses Zendesk, Gorgias or Front?

There, Aide's handoff note goes on the ticket as an internal note and Aide can assign or tag it, so your helpdesk's own views and rules pick it up.

Slack helpdesk notifications

Know in Slack when a customer needs a person.

Aide posts handoffs, missed SLA targets and orders waiting for approval to the Slack channels you choose. Each alert links straight to the conversation.Updated October 27, 2026 · By Ziyad Basheer

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Short answer

Aide posts alerts to the Slack channels you connect, including handoffs, unassigned conversations, SLA warnings and misses, and orders waiting for approval, and each channel chooses its own events. Alerts carry what happened, the subject, the customer's name and a link, never the message text or email address.

Events a channel can post

Handoff requestedUnassigned conversation waitingRouting rule alertsSLA warningSLA missedHandoff requestedUnassigned conversation waitingRouting rule alertsSLA warningSLA missedHandoff requestedUnassigned conversation waitingRouting rule alertsSLA warningSLA missed

Order awaiting approvalConnection needs attentionCustomer ratingsAide Chat blockedOrder awaiting approvalConnection needs attentionCustomer ratingsAide Chat blockedOrder awaiting approvalConnection needs attentionCustomer ratingsAide Chat blocked

Per channel: Each Slack channel picks its own events.
Defaults: Handoffs, missed SLAs, approvals, connection problems and blocked-site alerts.
Rate limit: One message per channel, conversation and event every 5 minutes.
Setup: Owners and admins, in notification settings, with a test message per channel.
Plans: Every plan. Alerts are not AI replies.
Alongside Slack: Email per notification type, plus in-app alerts with sound.

Setup

From Slack channel to first alert

Add a channel

Add a channel in Aide's notification settings. Slack asks where Aide may post.

Pick its events

Keep the defaults, or choose what this channel hears about, such as handoffs and missed SLAs.

Send a test

Each channel has a test button, so you know alerts arrive before a customer is waiting.

When a channel stops working

If Slack stops taking messages, because the app was removed or the channel was archived or deleted, Aide stops posting there, marks the channel "Reconnect needed" and tells owners and admins in the app and by email. Reconnecting the same channel keeps the events it had. Which events each channel gets is recorded in the audit log.

Who else hears about it

Emails follow the same rule as Slack: what happened, the subject, the customer's name and a link, at most one per person, conversation and type every 5 minutes. SLA warnings go to the assignee, then the team's members, then owners and admins; breaches are emailed too. Receipts and newsletters filed by sender rules notify nobody.

Frequently asked questions

: Yes. Handoff requested posts to the Slack channels that have it switched on, and every new channel starts with it. The alert names the conversation's subject and the customer and links straight to the conversation.
: Yes. SLA about to be missed posts at the policy's warning threshold and SLA missed posts on the breach, for first response, next response and resolution targets. Each target alerts once.
: No. The customer's words and email address stay in Aide, so a busy shared channel doesn't become a copy of your inbox.
: No. A channel gets one message per event however many teammates are notified, at most once per conversation and event every 5 minutes. When Slack asks Aide to slow down, the message goes out a little later.
: Yes. Each teammate picks Always or Outside hours only for every notification type, alongside in-app alerts. Slack channels are set by owners and admins and don't change anyone's own settings.
: There, Aide's handoff note goes on the ticket as an internal note and Aide can assign or tag it, so your helpdesk's own views and rules pick it up.

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