Tickets, alerts, and AI replies in the chat tool your team already lives in. Stop bouncing between email, dashboard, and inbox.
Your support team doesn't live in your inbox. They live in Slack, or Teams, or whatever channel app the company picked years ago. Every notification you send by email is a notification that has to compete with calendar invites, marketing newsletters, and the eight other tools that also send email.
Most of those notifications get missed.
This integration moves the action to where work actually happens.
Tickets land in a Slack or Teams channel. Pick a channel — #support, #customer-issues, whatever. New tickets appear there in real time, formatted with the visitor's name, message, and a button to reply. Whoever's on shift sees it the moment it arrives.
Reply from chat, no dashboard required. A team member types their reply in a Slack thread. The reply goes back to the visitor through your widget, with full context. The conversation history stays attached to the ticket.
Unanswered questions surfaced live. A new gap in your knowledge base posts to a channel — your team can decide on the spot whether to add an answer or ignore it. Patterns are visible to everyone, not stuck in one person's queue.
@mentions trigger AI lookups. Type @agent how do I reset my password? in any channel. Your agent answers using the same knowledge base it serves visitors, with citations. Internal teams get the same fast answers customers do.
Response time drops. Email response time for support tickets averages around four hours across the industry. Slack response time averages four minutes. The tool you pick changes the game.
No context-switching tax. Every time someone has to log into a separate dashboard to handle a ticket, they pay a small cognitive cost. Multiply by hundreds of tickets a week and the productivity loss is real. Bringing tickets into chat eliminates that switch.
Visibility for the whole team. Email is a private channel — only the recipient sees the ticket. Slack is a shared channel — the whole team sees what's happening, who's responding, and where the queue stands. That visibility prevents tickets from falling through the cracks when someone is out.
The AI becomes a team tool, not just a customer tool. The same agent that answers visitors can answer your own staff. Onboarding new hires. Handling internal "where do I find X" questions. Surfacing institutional knowledge that lives in one person's head.
For Slack:
1. Install the Companin Slack app from your dashboard
2. Pick which channels receive which notifications
3. Authorise reply permissions
For Microsoft Teams:
1. Install the app from the Teams admin centre or the dashboard
2. Configure channel routing and bot permissions
After setup, notifications start flowing. Replies in channel routes back to the widget. Mentions trigger AI lookups. No further configuration needed.
Email notifications. Constantly checking the dashboard. Forwarding tickets manually to whoever's on call. The Slack thread that someone started to share a customer issue but then forgot to update.
This integration doesn't replace your dashboard — the dashboard remains the source of truth for ticket state, history, and analytics. It replaces the *interruption pattern* of email-and-dashboard with a single chat-based workflow.
This feature is planned. When it ships:
Expected effort is multi-quarter — proper bot integration with reliable message delivery and security review takes time to do right.