How the ReplyRabbit Slack integration works
The ReplyRabbit Slack integration is deliberately simple: each FreeScout mailbox can hold one Slack incoming webhook URL, and ReplyRabbit posts to that channel at specific moments, when it creates a Linear, GitHub or Jira issue from a conversation, and when a completed tracker item has a customer follow-up draft ready. There's a test button so you can confirm the channel before relying on it. Slack notifications are part of the Pro and Team plans.
What it posts, and when
| Event | What the channel sees |
|---|---|
| Test message | A confirmation that the webhook works, sent when you click Test |
| Issue created | A notice that ReplyRabbit created a Linear ticket, GitHub issue or Jira issue from a support conversation, with links |
| Follow-up draft ready | A notice that a linked issue was completed and a customer reply draft is waiting in FreeScout |
That's the list. ReplyRabbit doesn't post every new email, every draft, or every tag change to Slack, because a channel that carries everything gets muted. The moments it does post are the ones where someone outside the inbox needs to know: engineering has new work, or support has a fix to announce.
Why a webhook and not an app
An incoming webhook is a URL that accepts messages for one channel. It needs no Slack app install, no OAuth flow, and no permissions beyond posting to that channel. You create it in Slack, paste it into the mailbox's ReplyRabbit settings, and ReplyRabbit stores it as a secret.
The trade-off is that anyone with the URL can post to the channel, so it's treated like a password: keep it out of shared documents, and rotate it in Slack if it leaks.
Per mailbox, on purpose
Each mailbox has its own webhook, so a support mailbox and a sales mailbox can post to different channels, or one can post and the other stay quiet. Because the issue tracker is also per mailbox, the Slack notice always relates to that mailbox's tracker.
How it fits with the trackers
The Slack integration doesn't do anything on its own. It reports on what the issue tracker integration does. A typical flow on the Team plan: a bug report arrives, Auto-submit creates the Linear issue, Slack tells the engineering channel, the issue is fixed and marked done, ReplyRabbit drafts the customer reply, and Slack tells the support channel the draft is ready. Every step except the Slack post is a tracker feature; setup for those is in Linear integration, GitHub Issues integration and Jira integration.
What goes into a Slack message
A notification can include the issue or ticket details, customer identifiers, and links back to the tracker and to FreeScout. Post only to channels that are allowed to see that support context. If a mailbox handles sensitive customers, either point its webhook at a restricted channel or leave Slack off for that mailbox.
Wanting more than issue notices?
For alerts on other events, such as a critical-priority conversation or a sales lead, the route is Workflow Tags plus FreeScout Workflows rather than Slack directly. ReplyRabbit tags the conversation, and a Workflows recipe does whatever your install supports. See FreeScout Workflows integration.
The step-by-step setup is in How to send support updates from FreeScout to Slack and the reference in Slack integration. Mailbox basics are in How to set up ReplyRabbit, and Troubleshooting ReplyRabbit covers messages that don't arrive.