Slack integration
Use this guide to connect Slack to ReplyRabbit for a FreeScout mailbox. ReplyRabbit uses a Slack incoming webhook URL, then sends supported issue tracker notifications to the Slack channel behind that webhook.
Looking for the overview?
Overview
The Slack integration is configured per FreeScout mailbox. When enabled, ReplyRabbit can send Slack messages through a webhook URL you provide.
ReplyRabbit supports a test message, notifications when it creates a Linear ticket, GitHub issue, or Jira issue from support context, and notifications when a completed tracker item has a customer follow-up draft ready.
Prerequisites
Before you start, make sure you have:
- A working FreeScout installation.
- ReplyRabbit installed and activated.
- ReplyRabbit Pro or Team.
- A Slack workspace where you can create an incoming webhook.
- A Slack channel chosen for ReplyRabbit notifications.
If ReplyRabbit is not installed yet, start with How to install the ReplyRabbit module, then finish How to set up ReplyRabbit.
Create the Slack webhook
Create an incoming webhook in Slack for the channel that should receive ReplyRabbit notifications. Copy the webhook URL and keep it private.
ReplyRabbit stores the webhook as a secret. If the webhook is rotated or removed in Slack, update the mailbox settings before relying on notifications.
Connect Slack in ReplyRabbit
Open the mailbox settings
In FreeScout, open the mailbox that should send Slack notifications, then open Settings and choose ReplyRabbit.Find the Integrations section
Open the Integrations area and find the Slack card.Enable Slack
Turn Slack on. If the switch is disabled, confirm the mailbox is on ReplyRabbit Pro or Team.Paste the webhook URL
Paste the Slack incoming webhook URL into Webhook URL.Send a test message
Click Test and confirm the selected Slack channel receives the ReplyRabbit test message.Save settings
Save the mailbox settings so ReplyRabbit can use the webhook for supported notifications.
Use cases
- Notify the team when ReplyRabbit creates a Linear ticket, GitHub issue, or Jira issue from support context.
- Notify the team when a completed tracker item has a ReplyRabbit follow-up draft ready.
- Verify a webhook before using it with a live FreeScout mailbox.
For the issue tracker side of this workflow, see Linear integration, GitHub Issues integration, or Jira integration.
Troubleshooting
| Symptom | What to check |
|---|---|
| Test message does not arrive | Confirm the webhook URL is correct and still active in Slack. |
| Slack switch is disabled | Confirm the mailbox is on ReplyRabbit Pro or Team. |
| Issue notifications do not arrive | Confirm Slack is enabled, the webhook is saved, and the related Linear, GitHub Issues, or Jira workflow is configured. |
| Slack returns an error | Create a new incoming webhook in Slack, paste the new URL, test again, and save. |
For broader fixes, see Troubleshooting ReplyRabbit.
Privacy and security notes
Slack notifications can include ticket or issue details, customer identifiers, and links back to Linear, GitHub Issues, Jira, or FreeScout. Only send notifications to Slack channels that are allowed to receive that support context.
Keep webhook URLs private. Anyone with the webhook URL can post to the connected Slack channel.
Next steps
- Review the Slack integration for FreeScout page when you need the buyer-facing workflow overview.
- Read Linear integration, GitHub Issues integration, or Jira integration if Slack notifications are part of your support-to-engineering handoff.
- Continue with How to set up ReplyRabbit if the mailbox still needs provider, context, or style settings.
FAQ
Do I need a Slack incoming webhook?
Yes. ReplyRabbit sends Slack notifications through the webhook URL you paste into the mailbox settings.
Can each FreeScout mailbox use a different Slack channel?
Yes. ReplyRabbit settings are saved per mailbox, so each mailbox can use a different webhook.
What does ReplyRabbit notify Slack about?
ReplyRabbit sends Slack notifications for supported issue tracker creation events, completion events, and test messages.
Which plan includes Slack notifications?
Slack notifications are available on ReplyRabbit Pro and Team.