Invite the Productlane bot to a customer Slack Connect channel and its messages become threads you can manage, reply to, and link to Linear.
Slack needs the Pro plan or above, and a Member or Admin role to connect.
Settings > Integrations > Slack.
Click Connect and authorize Productlane in Slack.
Invite the Productlane bot to each customer Slack Connect channel you want synced.
Under Options, pick a Notifications channel, choose how long messages group into one thread under Message grouping, mute any channel that should not create threads, or require a tag on a message before it creates one.
Turn on Thread auto-replies to have the bot answer in Slack threads based on your office hours. To let the AI agent answer in Slack, turn on Slack under Deploy in the Productlane Agent settings.
Set up your own alerts under Personal Slack notifications.
Everything saves as you change it.
Messages and threads in Slack Connect channels where the bot is present sync into Productlane. Replies you send from Productlane appear in Slack, replies in Slack come back, and threads can be linked to Linear issues.
The Message grouping setting under Options decides how a channel's top-level messages, meaning ones that are not already a reply inside a Slack thread, turn into threads.
You can also require a tag on a message before it opens a thread. Turn this on for a channel and Productlane only turns a message into a thread, or adds it to one, when it carries that tag; everything else stays as channel chatter Productlane leaves alone. This works alongside Message grouping, so a channel can keep a grouping window and still wait for the tag before acting.
Off, manual push only: no thread opens from channel chatter on its own. A message only starts a thread when a teammate pushes it by hand with Create thread anyway.
One per message: every top-level message opens its own thread right away.
30 minutes, 1 hour, or 24 hours (default 30 minutes): a top-level message either joins the channel's current open conversation or starts a new one. Timing decides which, rather than how long the conversation has been running.
A top-level message with nowhere to go opens a conversation that collects that channel's loose chatter.
That conversation stays open for more top-level messages as long as each new one arrives within the chosen window of the last message in the channel. The window counts from that last message, never from when the conversation started. A channel getting a message every 10 minutes stays in one conversation for as long as that pace holds.
The first Slack reply to any message in that window claims the conversation for its own thread. Every further reply inside that Slack thread stays attached to it, with no time limit.
A top-level message sent after the window closes starts a fresh conversation, even when the earlier one never got a reply.
Why did my Slack conversation split into two threads? More time passed between one top-level message and the next than your Message grouping window allows, so a second conversation opened. Once a Slack thread has a reply, its replies keep grouping together however much time passes.
When Productlane creates a thread from a Slack Connect channel, it looks at who posted the top-level message.
A customer posted it: the message comes in as the thread's first message.
A teammate posted it: it stays out, since chatter between teammates is not assumed to be a customer request.
When a teammate's message really is the start of a customer conversation, use Create thread anyway on it.
A thread from Slack does not need a contact before you can file it under a company. Open the customer selector on the thread and search for the company directly. See Customers.
Work through these in order.
Check the Notifications dropdown under Options. Set to Disable, or pointing at a different channel, sends notifications nowhere or somewhere unexpected.
Check Muted channels on the same page. A muted channel never receives new-thread messages, feature requests included.
Confirm the bot is still in the channel. If it was removed, or the channel was archived, renamed, or deleted, Slack stops delivering quietly. Re-invite it, or pick a new channel.
Confirm the workspace is still connected. A Connected badge sits next to the Slack title. A Connect button instead means the workspace was disconnected, manually or by revoking the Slack app.
Look for the update banner. A "Slack Integration Update Required" banner means the workspace is on the old integration. Disconnect from the banner, then reconnect.
Confirm the plan. Below Pro, the page shows an upgrade prompt and nothing is sent until you upgrade and reconnect.
Check the thread exists. Confirm the message created a thread in your Productlane inbox. If it did not, the problem is in the channel setup above, not in notifications.
If all of that checks out, disconnect and reconnect Slack. That rebuilds the OAuth connection and the channel permissions from scratch.
The integration is built around Slack Connect, so invite the bot to customer-facing channels.
The legacy Slack integration is no longer supported. Disconnect and reconnect to move to the current one.
When Slack access is revoked from the Slack side, the workspace shows a "New threads are no longer posted to Slack" banner, and every admin gets a one-time notification.
