Use this article to resolve common issues with the Slack channel, including setup, workspace connections, employee access, and AI assistant conversations.
Before you begin
Before troubleshooting, verify that:
- You have the Tenant admin, Product admin, or Experience Designer role.
- The Slack channel is available in Admin home > Channels.
- At least one Slack workspace is connected.
- An AI assistant is configured for external communication channels.
Slack isn't available
Symptom
Slack doesn't appear in Channels, or the status is Contact support.
Resolution
The Slack channel isn't enabled for your tenant. Contact Applaud Support to enable the feature.
Slack isn't connected
Symptom
The Slack channel displays Setup required or Not connected.
Resolution
No Slack workspace is connected.
Connect a Slack workspace, then verify that it appears under Connected workspaces.
For instructions, see Install and connect the Applaud app in Slack.
Employees don't receive responses
Symptom
Employees can send messages in Slack, but the AI assistant doesn't respond.
Resolution
Verify that:
- An AI assistant is configured for external communication channels.
- The employee is using a connected Slack workspace.
- The workspace appears under Connected workspaces.
If the issue continues, contact Applaud Support.
One workspace works, but another doesn't
Symptom
Employees can use Applaud in one Slack workspace but not another.
Resolution
Verify that the affected workspace appears under Connected workspaces.
If it doesn't, connect the workspace to your Applaud tenant.
Employees are prompted to sign in repeatedly
Symptom
Employees are repeatedly prompted to sign in, or Applaud can't identify them.
Resolution
Verify that:
- The employee has an active Applaud user account.
- The employee is using the correct work email address.
- Account linking completed successfully.
For more information, see Understand Slack account linking.
You can't manage the Slack channel
Symptom
You can't connect or disconnect workspaces, or access the Slack channel settings.
Resolution
Verify that your account has one of the following roles:
- Tenant admin
- Product admin
- Experience Designer
If necessary, ask an administrator to assign the appropriate role.
Contact Applaud Support
If the issue continues after completing these checks, contact Applaud Support and include:
- Your Applaud tenant name.
- The affected Slack workspace.
- The current Slack connection status.
- Whether the issue affects all employees or specific users.
- The approximate time the issue occurred, including the time zone.