Answer support from a Slack thread

Most small teams don't live in a support inbox. They live in Slack. A new email to support@ sits unread for an hour, not because nobody cares, but because nobody had the inbox open.

So we put the inbox where the team already is.

A team channel for every conversation

In Settings → Integrations → Slack, pick a team channel. From then on, every new conversation from email, the messenger or a form shows up there as its own message: who it's from, which inbox, the subject, the first message, and a link to the thread in Harkly.

Everything after that happens in the Slack thread under it:

• The customer writes again: their message appears in the thread.
• You reply in the thread: it goes to the customer as you, by email if they wrote in by email, in the messenger if they used the widget. Harkly matches your Slack account to your Harkly one by email, so it's signed with your name, not a bot's.
• Someone closes it: the thread says so, and who did.

Nothing you write in the thread is echoed back into Slack, and internal notes in Harkly never reach the channel.

Harkly stays the record

Replying from Slack doesn't create a second history. The conversation in Harkly has every message in order, the first-response clock stops when you reply, CSAT goes out when it closes, and the customer's record shows it all. Anyone who prefers the inbox can use it; the two stay in step.

Customers in Slack too

If your customers talk to you in a shared channel — Slack Connect or one of your own — connect it as the customer channel. Top-level messages there open conversations, and your replies from Harkly thread back into Slack. Conversations that start in Slack aren't mirrored into the team channel a second time.

And a nudge when it matters

Each teammate can also turn on Slack DMs in Settings → Notifications: a new conversation, one assigned to you, a mention in a note, an SLA about to slip. The DM links straight to the thread.

Slack is on Pro and up. Setup is one OAuth click and two dropdowns.