Slack integration — outbound event notifications to a channel

The Slack integration is one thing, done narrowly: Oneop pushes notifications into a channel you choose. Read the limits section before you plan around it, because this is not a Slack app and Slack is not a customer channel.

What it does

Five events leave Oneop and arrive in your Slack channel as a formatted Block Kit message:

• a ticket is created,
• a ticket is resolved,
• a chat conversation is escalated to a human,
• a deal moves to a new pipeline stage,
• an invoice becomes overdue.

Each message carries a heading, the detail line, any relevant fields (priority, status, source) and — when the workspace has a public URL configured — a View in Oneop button that deep-links to the record. Without an absolute URL the button is omitted rather than sent broken, because Slack rejects relative paths.

Delivery is deliberately non-fatal. If Slack is unreachable or returns an error, the failure is logged and the underlying operation — creating the ticket, moving the deal — still completes.

What flows, in which direction

• Outbound only. Oneop → Slack, over the incoming webhook you supply.
• Nothing comes back. Slack sends nothing to Oneop. There is no inbound endpoint for Slack, so no message, reply, reaction or command in Slack reaches the platform.
• The webhook URL is stored per workspace in the integrations table.

Setup

Create an incoming webhook in your own Slack workspace, then paste the URL into Oneop. The URL must begin https://hooks.slack.com/ — anything else is rejected — and Oneop posts a live test message before saving, so a bad URL fails at connect time with Slack’s own error rather than silently going quiet later. Disconnecting removes the stored webhook.

At dispatch time the URL is checked against the same domain allowlist again, so an integration row edited to point somewhere else is not dispatched to.

What it does not do

• There is no Slack app and no OAuth install flow. You paste a webhook URL; Oneop is not listed in the Slack App Directory and requests no Slack scopes.
• No two-way messaging. Replies in the Slack channel go nowhere. Agents cannot answer a customer from Slack, and a Slack thread is not a conversation record.
• No slash commands, no interactive actions, no shortcuts. The only interactive element is a link button.
• Slack is not a support or chat channel. The chatbot has a Slack channel toggle in the product, and it is permanently “coming soon” — the API rejects any attempt to enable it. Oneop’s customer-facing channels remain web chat and email, exactly two.
• No per-event or per-channel routing. One webhook per workspace, all five events, one channel. There is no filtering, no mapping of event types to different channels, and no @-mention targeting.
• The five events above are the complete list. Nothing else in the platform dispatches to Slack.

Related module and plan notes

The events come from tickets, live chat escalation, CRM deals and invoicing, so what you actually receive depends on which modules you use — invoice-overdue alerts need Finance, which is off until you ask for it. Oneop’s own in-app notification system is separate and richer: it resolves recipients by permission, honours per-user preferences and pushes over WebSocket. Slack here is an echo of selected events, not a replacement for it.

Microsoft Teams works the same way, over the same code path — see the Microsoft Teams integration.