Integrations

Slack Integration

Monitor Slack channels for support requests

Turn any Slack channel into a support channel. Customers post messages, and Keva creates tickets and responds directly in the thread.

Prerequisites

  • A Slack workspace where you can install apps
  • Admin access to create a Slack app
  • A connected Slack platform connector in Keva

Setup

1. Create a Slack App

  1. Go to api.slack.com/apps and create a new app
  2. Under OAuth & Permissions, add these Bot Token Scopes:
    • channels:read, channels:history, chat:write, users:read
    • groups:read (for private channels)

2. Enable Event Subscriptions

  1. Go to Event Subscriptions and toggle Enable Events
  2. Set Request URL: https://app.keva.support/api/webhooks/slack
  3. Add bot events: message.channels, message.groups

3. Install and Configure

  1. Install the app to your workspace
  2. Copy the Bot User OAuth Token (xoxb-...)
  3. Copy the Signing Secret from Basic Information
  4. In Keva: Settings > Integrations > Slack - enter both credentials

4. Subscribe to Channels

Go to Settings > Channels, click Add Slack Channel, and select which channels to monitor.

Configuration Options

Create Ticket On

SettingBehavior
New threadTicket created for new messages only (recommended)
Any messageEvery message creates or updates a ticket
MentionOnly when bot is @mentioned

Routing

  • Workspace: Route to a specific workspace
  • Default Priority: Set initial priority
  • Auto-assign: Assign to AI or specific agent
  • Reply in thread: Keep responses in the original thread (recommended)

How It Works

  1. Customer posts in a subscribed Slack channel
  2. Webhook validates HMAC-SHA256 signature
  3. Keva creates a ticket with message content
  4. AI processes and drafts a response
  5. Reply posts back to the Slack thread
  6. Follow-up messages in that thread update the same ticket

Message Threading

  • ts: Message timestamp (unique ID)
  • thread_ts: Parent message for threaded replies
  • Initial messages create tickets
  • Thread replies update the same ticket

Troubleshooting

Webhook not receiving events: Check Event Subscriptions URL, verify scopes, ensure bot is in the channel.

Signature validation failing: Verify Signing Secret, check system clock is within 5 minutes.

Bot not responding: Check chat:write scope, verify bot is channel member, check ticket created.

Security

  • HMAC-SHA256 signature verification
  • 5-minute timestamp window prevents replay attacks
  • Bot tokens encrypted at rest
  • All events logged in audit trail