In order to integrate Slack into your Cloud Contact Center, you first must create an integration webhook in your Slack account.

To set up a Webhook:

Sign in to your Slack account (Note: Slack security permissions may dictate your role to be able to setup webhooks. Your Slack account MAY have a limitation on the number of integrations you may add depending on your Slack account licensing).

  1. Navigate to your Slack navigation pane and click on the down arrow beside your account name. From here, click on Customize Slack.
  2. Click on Menu and from here click on Configure Apps.
  3. Click on Custom Integrations.
  4. Click on Incoming Webhooks.
  5. Click on Add a Configuration on the left of the screen. From here, you can configure your default settings. You may choose an existing channel from the drop-down menu or create a new channel for this purpose.
  6. Once you have selected your channel, click on Add Incoming Webhooks Integration. Scroll down until you reach the Integration Settings portion of the page. This is where you can add an optional descriptive label for the hook. You can also choose a user name that this integration will post as, as well as upload an image to accompany the posts.
  7. Click on Save Settings. Your webhook is now created.

You may now set up the Slack integration in your Cloud Contact Center

For more information on Webhooks please see Slack API.