> ## Documentation Index
> Fetch the complete documentation index at: https://help.statisfy.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Digital Worker Slack
> Connect Slack, map customer channels to accounts, and let a Digital Worker reply to customers in Slack — autonomously or with a human in the loop.
**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](mailto:support@statisfy.com) 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.
### 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.
## 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**.
Slack then asks you to authorize the app — review the permissions and click **Allow**.
Back in Statisfy, the workspace shows as **LIVE** under **Manage Slack Workspaces**, with the scopes it was granted.
## 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).
## 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**.
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.
## 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 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.
## 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**.
## 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).
* **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.
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).
## 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**.
## 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.
## 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.
## Related
The full Statisfy Slack app — sentiment, Stella, and notifications.
Have a worker scan mailboxes or handle forwarded support email.