Connect Slack

Connect Slack so managers, HR, and administrators can start guided Flamekeeper conversations with people involved in a handover case. The person answers in a private Slack conversation, while the questions, answers, and extracted knowledge stay synchronized with the same Flamekeeper case.

Your organization does not need to create a Slack app or provide a Slack Client ID, Client Secret, Signing Secret, or bot token. Flamekeeper operates one Slack app. A Slack workspace administrator approves that app for your workspace, and Slack issues a workspace-specific token that Flamekeeper stores encrypted.

Before you begin

You need:

• a Flamekeeper HR or Admin account to connect the workspace;
• permission to install or request approval for apps in your Slack workspace; and
• matching work email addresses in Flamekeeper and Slack for the people you want to contact.

If your Slack organization requires app approval, ask a Slack Owner or Admin to approve Flamekeeper before you start. Do not send Slack credentials or tokens to Flamekeeper support.

How the Slack conversation works

1. An HR or Admin user connects the organization's Slack workspace once.
2. A manager, HR user, or Admin opens a handover case and selects eligible case users.
3. Flamekeeper matches each selected person to a Slack member by work email and opens a private direct message.
4. The bot posts the current role-specific Flamekeeper question in a dedicated Slack thread.
5. Replies in that thread continue the same knowledge-extraction conversation and update the same case history used by the Flamekeeper web app and email flow.

The Slack bot cannot add someone to a handover case. Add the person to the case in Flamekeeper first, assign the correct case role, and then start the Slack conversation.

Multiple handovers for one person

A person can contribute to more than one handover at the same time. Flamekeeper keeps those conversations separate by creating a different Slack message thread for every case and perspective.

Ask contributors to reply inside the relevant thread. A threaded reply is routed only when the Slack workspace, direct-message channel, Slack user, and root message all match the saved case route.

If a person has multiple active Flamekeeper threads and sends an unthreaded direct message, Flamekeeper does not guess. The ambiguous text is not saved or sent to the AI. The bot asks the person to resend it inside the correct handover thread.

Permissions the Flamekeeper bot requests

Flamekeeper requests these Slack bot scopes:

The integration does not request permission to read public channels, private channels, group direct messages, files, canvases, calls, or workspace administration settings. It cannot post as a human user, and it does not request Slack's chat:write.public permission. Flamekeeper's product flow sends messages only to direct-message conversations opened for selected case users.

Connect Slack in Flamekeeper

1. Open Admin → Integrations.
2. Under Communication, select Slack.
3. Review the permissions and select Connect Slack.
4. Slack shows the workspace and permissions that Flamekeeper is requesting. Choose the correct workspace and approve the installation.
5. Slack returns you to Flamekeeper. Confirm that the page shows Connected and the expected workspace name.

Only HR and Admin users can connect or disconnect the workspace. The Slack app credentials are managed by Flamekeeper; each customer workspace receives its own installation token during this approval flow.

Start a knowledge-extraction conversation

1. Open the handover case in Flamekeeper.
2. Under Case users, select one or more requesters, employees, or colleagues.
3. Select Collect knowledge over Slack.
4. Review the explanation and select Start Slack conversations.

Flamekeeper reports how many conversations started and lists any selected case users it could not contact. A manager can initiate Slack collection only for a case they are allowed to manage. HR and Admin users retain their organization-level case-management access.

Starting the action again does not create a second case route. Flamekeeper posts a reminder with the current question into the existing case thread.

Data handling and security

• Slack signs every event sent to Flamekeeper. Requests with an invalid signature or an old timestamp are rejected.
• Workspace bot tokens are encrypted at rest and bound to the Flamekeeper organization and Slack workspace.
• Flamekeeper checks organization ownership, case membership, case role, Slack user, channel, and thread before accepting a reply.
• Bot messages are sent as plain text so AI-produced text cannot trigger Slack mentions or executable formatting.
• Event IDs are retained temporarily to prevent Slack retries from processing the same reply twice. Raw Slack event payloads and message text are not copied into the delivery ledger or application logs.
• Accepted replies become part of the case's Flamekeeper knowledge-chat history and are processed under the same AI and data-handling settings as replies entered in the web app.

Troubleshooting

Disconnect Slack

Open Admin → Integrations → Slack and select Disconnect. Flamekeeper revokes the workspace token before removing the connection and its case-routing records.

Existing messages remain in Slack according to your workspace's retention policy. Existing Flamekeeper cases and previously accepted knowledge remain in Flamekeeper. Replies to old Slack threads are no longer processed unless the workspace is reconnected and a new case conversation is started.

For help, contact Flamekeeper support without including employee answers, Slack tokens, or screenshots containing sensitive workspace data.