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Preview feature. Digital Workers are available to a limited set of workspaces while we refine them. If you don’t see Digital Workers in your navigation, it isn’t turned on for your account yet — contact your administrator or Statisfy support to request access.
A Digital Worker can reply to customers in Slack. When a customer posts in a channel the worker watches, the worker either answers in-thread on its own or drafts a reply and holds it for a teammate to review and send. This guide walks through connecting Slack, adding the app to your channels, mapping each channel to a customer account, enabling the surface on a worker, and how replies are sent and reviewed.

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How it works

  1. The Statisfy Slack app is added to your customer channels.
  2. Each channel is linked to a customer account (on the account’s settings).
  3. When a customer posts and no teammate is already handling the thread, the worker assigned to that customer replies in-thread — or holds a draft in the worker pool for a teammate to send.

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Step 1 — Connect the Slack workspace

Connect Slack once, at the workspace level. Go to Integrations → Admin Apps, find Slack, and click Connect. In the Connect to Slack dialog, choose the permissions to grant:
  • AI Conversation Processor & Stella (required) — lets the worker read and reply in channels. This bundle includes chat:write.customize, which is what lets replies post under a custom name and avatar.
  • Public Channel Manager (optional) — adds the ability to auto-join public channels (used by the auto-join setting later).
Click Add to Workspace. Connect to Slack dialog showing the AI Conversation Processor & Stella and Public Channel Manager permission options Slack then asks you to authorize the app — review the permissions and click Allow. Slack authorization screen for the Statisfy app with the Allow button Back in Statisfy, the workspace shows as LIVE under Manage Slack Workspaces, with the scopes it was granted. Manage Slack Workspaces showing a connected workspace marked LIVE with its permitted scopes

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Step 2 — Add Statisfy to each customer channel

The worker can only see and reply in channels the Statisfy app has joined. In Slack, open the channel, go to the channel name → Integrations tab, then under Apps click Add apps and choose Statisfy (or type /invite and add the Statisfy app). A Slack channel's Integrations tab with Statisfy listed under Apps

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Step 3 — Map each channel to a customer account

So the worker knows which customer a channel belongs to, link the channel on that customer’s account:
  1. Open the customer’s account and click the settings gear (next to the account name).
  2. Under Current Channels (To extract engagement data), use Add Channel to add the Slack channel name (for example, ext-statisfy), then Save.
Account settings dialog with the Current Channels section where a Slack channel is added to the account The worker uses this mapping to tie the channel’s conversations to that account. You can add more than one channel, and you manage the account’s domains from the same dialog.

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Step 4 — Enable the Slack surface on the worker

  1. Open Digital Workers and select your worker.
  2. On the Slack tab, turn on Enable Slack surface.
  3. Set the worker’s Name and Avatar in the Identity section (on the Overview tab) — this is the identity the worker uses when it replies on its own.
The worker's Overview tab with the Identity section showing the Name set to Rosie and an uploaded avatar The Slack tab also shows the workspace-wide auto-join setting (the same one as Settings → Slack) — for example, auto-join channels whose name begins with a prefix like ext-.
If Enable Slack surface is disabled, Slack isn’t connected yet — finish Step 1 first.

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How replies are sent — autonomous vs. human-in-the-loop

When the worker drafts a reply, one of two things happens depending on its autonomy:
  • Autonomous — the worker sends the reply itself, in-thread.
  • Human-in-the-loop (HIL) — the worker drafts the reply but holds it for a person. The conversation shows up in the worker pool with status NEEDS RESPONSE. A teammate opens it, edits the draft if needed, chooses who to send as, and clicks Send to Slack.
A held conversation in the worker pool with a drafted reply, a Send as selector, and the Send to Slack button

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Who a reply appears as

Replies use the chat:write.customize permission (granted in Step 1) to post under a custom name and avatar. Who they appear as depends on the path:
  • Autonomous reply → posts under the worker’s own Name and avatar (from the Identity section). A Slack thread where Rosie replied under its own name and avatar
  • Teammate-sent reply → posts under that teammate’s own Slack name and profile picture by default. The Send as dropdown in the worker pool lets them switch between themselves and the worker before sending. A Slack thread showing a reply sent under a teammate's own name (Navin Agarwal), alongside an earlier reply sent as the worker Rosie
Both custom identities require the Slack app to have chat:write.customize (the AI Conversation Processor & Stella scope). Without it, replies post under the Slack app’s default name and avatar. If replies aren’t showing the right identity, reconnect Slack from the worker’s Slack tab (Reconnect Slack — a re-authorization, not a disconnect, so the bot stays in your channels).

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Watch conversations in the worker pool

To see every conversation your Digital Workers are managing, open the Digital Workers tab in the top navigation (next to Dashboard) — this is your worker pool.
“Digital Workers” names two places: the builder where you configure a worker (Step 4), and the Digital Workers tab in the top navigation — the worker pool described here.
The pool lists conversations across every channel a worker handles. Open one to read the thread and see its details on the right — Status (for example, NEEDS RESPONSE when a reply is waiting on a human, IN PROGRESS, ON HOLD, or CLOSED), Assignee, and the Digital owner (the worker). Use the All workers / My workers selector to scope the list. This is also where held replies are reviewed and sent (see above).
Conversation statuses come from a configurable Conversation status template. Admins can rename statuses, change their colors, or add new ones under Settings → Manage status templates.
A worker-pool conversation showing an autonomous reply already sent, with status and owner in the detail panel

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Test it

  1. Pick a customer channel that has the Statisfy app added (Step 2), is mapped to an account (Step 3), and has a worker assigned.
  2. Have someone external (a customer-side participant) post a message in the channel.
  3. The worker replies in-thread under its own name and avatar if it sends autonomously — or the conversation appears in the worker pool as NEEDS RESPONSE for a teammate to review and send (under their own name by default; switchable via Send as).
  4. Open the Digital Workers tab (worker pool) to watch the conversation and its status.

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Troubleshooting

Slack isn’t connected. Connect it in Integrations → Admin Apps → Slack (Step 1), then return to the worker’s Slack tab.
Your install doesn’t have the custom-sender permission. In the worker’s Slack tab, click Reconnect Slack to grant the AI Conversation Processor & Stella scope (this re-authorizes without removing the bot from your channels).
That’s expected when a teammate sends a held draft from the worker pool — it posts under their own Slack name and picture by default. To post as the worker instead, switch the Send as dropdown to the worker before sending. Fully autonomous replies always post as the worker.
  • Is the Statisfy app added to that channel (Step 2)?
  • Is the channel mapped to a customer account on the account’s settings (Step 3)?
  • Is the worker active and assigned to that customer’s accounts?
  • Was the message from an external participant? The worker ignores internal senders and threads a teammate is already handling.

Slack Integration

The full Statisfy Slack app — sentiment, Stella, and notifications.

Digital Worker Email

Have a worker scan mailboxes or handle forwarded support email.