How to send support updates from FreeScout to Slack

To send support updates from FreeScout to Slack, create an incoming webhook for the channel you want, paste it into the mailbox's ReplyRabbit settings, and click Test. From then on ReplyRabbit posts to that channel when it creates a Linear, GitHub or Jira issue from a support conversation, and when a completed issue has a customer follow-up draft ready. It takes about five minutes and needs ReplyRabbit Pro or Team.

What you'll need

• A Slack workspace where you can create incoming webhooks, and a channel for the updates. A dedicated channel such as #support-engineering works better than a busy general one.
• A FreeScout mailbox on ReplyRabbit Pro or Team.
• An issue tracker connected to that mailbox if you want issue notifications. Without a tracker, the only message you'll get is the test.

Set it up

1. Create the webhook in Slack

   In Slack, create an incoming webhook for the chosen channel and copy the URL. Treat it like a password.

2. Open the mailbox's Integrations

   In FreeScout, open the mailbox, choose Settings, then ReplyRabbit, and scroll to the Integrations section.

3. Enable Slack and paste the URL

   Turn Slack on and paste the webhook into Webhook URL. If the switch is disabled, the mailbox is on the free plan.

4. Send a test

   Click Test. A message should appear in the channel within a few seconds. If it doesn't, re-copy the URL.

5. Save

   Save the mailbox settings. ReplyRabbit stores the webhook as a secret and uses it for supported notifications.

What the channel will receive

• When an issue is created. An agent creates a Linear, GitHub or Jira issue from a conversation (Pro), or Auto-submit creates one automatically (Team). Slack gets a message with the issue details and links.
• When a follow-up draft is ready. The linked issue is completed, ReplyRabbit drafts the customer reply, and Slack tells the channel a draft is waiting in FreeScout.

Those are the only two live notifications. New emails, drafts and tags don't post to Slack, which keeps the channel worth reading.

Choosing which mailboxes post

Each mailbox has its own webhook. A common setup is one webhook for the support mailbox pointing at an engineering channel, and no webhook on mailboxes that don't create issues. If two mailboxes should post to the same channel, paste the same webhook into both.

Getting other updates into Slack

If you want Slack to hear about critical-priority conversations, sales leads or human-review flags, the path is through tags. Turn on AI Signals and Workflow Tags so ReplyRabbit tags conversations such as rr_priority_critical, then build a FreeScout Workflows recipe that acts on the tag using whatever notification actions your Workflows install provides. ReplyRabbit supplies the tag; Workflows supplies the action. See FreeScout Workflows integration.

If messages don't arrive

The reference is Slack integration. Tracker setup is in Linear integration, mailbox basics in How to set up ReplyRabbit, and the general guide is Troubleshooting ReplyRabbit.