Connect Slack to keep customer conversations alongside emails and calls in Cust. Choose which channels to link to each company, then open the conversation from the account timeline or use it as context in the Assistant.

Before you start

Slack must be enabled for your Cust workspace. A Cust admin or owner manages the connection and channel links. You also need permission to install or approve the Cust app in your Slack workspace. If Slack is missing from Integrations, ask your Cust contact to enable it.

What Cust syncs

Customer conversations from the channels you link to companies, including public, private, and Slack Connect channels that the Cust app has joined.
Messages and replies, with author names, timestamps, supported text formatting, emoji, and reaction counts. Native Slack threads stay together; messages outside threads are grouped into conversations.
Links back to Slack, so you can return to the original conversation.

New channel links import the last 30 days of available history. After that, new messages and supported changes arrive through Slack events. Busy channels can take longer to finish importing because Slack limits requests for historical messages.

Plan your channel links

Start with the customer-specific channel you already use for each account. You can also link an internal channel where your team discusses that same customer. Several channels can link to one company; each channel links to one company at a time.

For example, connect both of these to Northstar Labs:

Slack channel	What it is used for	Company in Cust
`#northstar-labs`	The shared conversation with the customer	Northstar Labs
`#northstar-labs-internal`	Your team's private account discussion	Northstar Labs

Repeat the pattern for other accounts as needed. The example below has 12 channels across six companies, with customer-facing Slack Connect channels and private internal channels. Both kinds can be linked to the relevant company.

Connect Slack and link channels

Connect your workspace

In Cust, open Settings → Integrations → Slack and choose Connect Slack workspace. Select the correct Slack workspace and complete Slack's authorization flow.

Invite Cust to a customer channel

In Slack, add the Cust app to each customer channel you want to sync. This is also required for private channels. Installing the app in the workspace alone does not make every channel available.

Open Customer channels

Back in Cust's Slack integration, choose Link channels. Select Refresh from Slack if a channel you just invited Cust to is missing.

If you see Reading channels needs additional Slack permissions, choose Update permissions and complete the Slack authorization flow before linking channels.

Choose the company

Find the channel and pick its company. Cust may suggest a company based on the channel name. Check the suggestion before confirming it. Use Search channels or Not yet linked to narrow the list.

In this example, #northstar-labs is already linked. Choose Northstar Labs again for #northstar-labs-internal to bring the account team's discussion onto the same company.

Link the channel and let history import

Select Link next to the company you chose. Cust confirms Channel linked. Syncing recent history. and starts importing the last 30 days of available history. Repeat for other customer channels.

If Not yet linked is on, a successfully linked channel disappears from that filtered list. Turn the filter off to see it again; linked channels show Unlink.

Only linked channels feed customer conversations into Cust. A channel can link to one company at a time, and several channels can feed the same company.

Manage channels from a company

Open the company and select its Slack channels button. The dialog shows the channels already linked to that account. Under Add a channel, select an unlinked channel and choose Link.

Here, both channels feed the Northstar Labs timeline. You can unlink either channel independently without removing the other link.

To move a channel to another company, change its Company on the Customer channels settings page. Previously imported conversations from that channel move to the new company too.

Choose Unlink to stop importing from a channel. Conversations already imported stay in Cust. Removing the Cust app from a channel, or archiving or deleting the channel in Slack, also ends its channel link while preserving imported conversations.

Read conversations on the account timeline

Open the company's Interactions and select a Slack conversation. The conversation view shows its summary and messages, including replies and reactions. Use the link beside the channel name to open the source in Slack.

Here, Northstar Labs has confirmed that 240 customer records are mapped and is preparing for an onboarding launch. The full exchange keeps the agreed timing, owner-list follow-up, and training context together.

The imported conversation is available to the Assistant. For example, ask “What did Northstar Labs agree about the onboarding launch?” or “What follow-ups came out of our recent customer conversations?”

Troubleshooting

What you see	What to check
Slack is missing from Integrations	Ask your Cust contact to enable Slack for your workspace.
A channel is missing from the list	Invite the Cust app to that channel in Slack, then choose Refresh from Slack. Clear the search and Not yet linked filter if needed.
A permissions warning	Choose Update permissions. An older connection may need additional access before Cust can read channel history.
Connected, but no conversations on the company	Check that the channel is linked to the correct company and allow time for the history import. A connection alone does not start channel ingestion.
Some older messages are missing	New links import 30 days of history that Slack makes available. Historical import can be delayed by Slack's rate limits.
New conversations stopped appearing	Check the Slack connection in Cust and confirm that the app is still in the channel, the channel is active, and its company link still exists.

Notes and limitations

Channel ingestion covers human text messages. Bot posts and system messages are excluded; file contents are not imported as attachments.
Direct messages are not imported through company channel links.
Linking channels does not enable the optional Cust assistant inside Slack. That is a separate setting and is off by default.
Channel sync brings Slack conversations into Cust. Continue the customer conversation in Slack using the source link.