Tuolen for Slack

Human support.
Right in Slack.

Bring your team into the conversation when a customer needs a person. Tuolen sends the handoff to your chosen Slack channel, and your team replies from the handoff thread.

Connect Slack in Tuolen Installation steps

Installation

Start in Tuolen.
Authorize in Slack.

Use the Connect Slack button inside your Tuolen workspace. This connects the Slack installation to the right organization and agent.

Open your agent’s Slack settings
Sign in to Tuolen. Go to Agents, choose your agent, then open Channels → Slack Handoff.
Choose Connect Slack
Select Connect Slack to open the authorization window. Allow popups for Tuolen if your browser blocks it. You do not need to create your own Slack app or use the advanced credentials form.
Authorize your Slack workspace
Check the workspace name and requested permissions in Slack, then authorize Tuolen. If your workspace requires approval, ask your Slack administrator to approve the installation.
Select a channel and finish connecting
Return to Tuolen, choose your Support channel, then select Connect channel. For a private channel, invite the Tuolen app in Slack first, then choose Refresh channels. Shared channels, including Slack Connect channels, are not supported.

After installation

Connected? Check the whole conversation.

Tuolen shows “Slack channel connected” after setup. Slack authorization alone is not the last step: you must select and connect a support channel in Tuolen.

Start a fresh customer conversation with the connected agent and request a human handoff.
Open the new handoff in the selected Slack channel. Reply inside that handoff’s thread, not as a new channel message.
Check the customer’s original conversation and confirm the reply arrives before using the connection for live support.

The connection’s Test button checks Slack connectivity; it does not prove customer reply delivery. AI-generated responses and summaries may be inaccurate. Review important information and use human oversight where appropriate.

Permissions & privacy

Know what you’re connecting.

Tuolen requests these bot permissions during installation. Channel message access covers channels the app has joined; do not invite it to channels it does not need.

Customer context shared in a handoff is visible to members of your chosen Slack channel. Choose a channel with appropriate access for your support conversations.

Read our privacy policy

chat:write: Post customer handoffs and conversation updates as Tuolen.
channels:readgroups:read: List eligible public channels and private channels the app has joined so you can choose a support destination.
channels:historygroups:history: Receive messages in public and private channels the app has joined, including replies in handoff threads.
channels:join: Join the public support channel you select when connecting.
users:read: Identify team members replying to customers and display their names.

Help & connection management

A clear path if you need help.

Installation or delivery issue? Email hello@tuolen.com. You do not need to sign in to contact support. Never send passwords, Slack tokens or signing secrets.

Can’t finish setup?

Check administrator access, Slack app approval, your plan and channel capacity. If authorization expires, select Connect Slack again. A Slack workspace can belong to only one Tuolen organization; existing connections are not overwritten by a new installation.

Handoffs arrive but replies don’t?

Use a fresh handoff created after connection, reply in its Slack thread, and check that the app is still in the selected channel. If the customer still sees no reply, contact support with the approximate time and a description of the issue.

Disconnect one agent

In Tuolen, open the agent’s Channels → Slack Handoff settings, delete the relevant connection, and confirm. This removes that agent’s Slack connection; it does not uninstall Tuolen from Slack or revoke the workspace authorization.

Remove Tuolen from a workspace

A Slack administrator can remove Tuolen from the workspace’s app management settings. This revokes the Slack installation and affects all Tuolen connections using it. Removing the app does not itself delete existing conversation records; see our privacy policy for data and deletion requests.

Bring your support team closer.

Choose the workspace. Choose the channel. Keep the conversation connected.

Connect Slack in Tuolen

Human support.Right in Slack.

Start in Tuolen.Authorize in Slack.

Open your agent’s Slack settings

Choose Connect Slack

Authorize your Slack workspace

Select a channel and finish connecting