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Freshworks CRM supports integration with Slack to enable collaboration on deals. With the Slack integration, users can create private channels on Slack to collaborate on individual deals.


To collaborate on a deal, ensure that your Freshworks CRM account has been successfully linked with Slack. Refer this article to connect the apps.

COLLABORATING ON DEALS WITH SLACK


Initiating a conversation on the deal landing page
Users can initiate collaboration on a deal from within the landing page of a deal. To initiate a Slack conversation,

  1. Click the Start conversation button. This opens a Slack private channel inside your landing page. The private channel follows the Slack naming convention while creating the name of the private channel i.e. no caps, no special characters, and spaces replaced with a hyphen.
    For example, if your deal name is “Acme Platinum 500 agents”, then the Slack channel would be named “acme-platinum-500-agents”


  2. To invite members to a conversation, simply ‘@’ the name of the user and select from the suggestions thrown up. You can add as many users as you need.

    Only users that are already a part of your organization’s Slack workspace can be invited to a conversation. 
    
    The name of the private channel is editable and can be modified on Slack. However, this name change will not apply to the Deal name within the CRM.
    


  1. After selecting the user who you’d like to add to the conversation, type up the rest of the text and press  Enter. This sends the text and also notifies the invitees on Slack about their addition to a Slack channel and details about the deal.


Slack captures and send the following updates to a deal conversations channel by default

  • Deal stage changed

  • Deal Won

  • Deal assigned to another user

  • Freddy deal insights


Users who have been added to deal-related channels on Slack can take part in the conversation from within Slack. They can add more collaborators to the conversations, respond in the threads, and attach files.


However, access to deal-related data depends on the user’s scope and permissions in Freshworks CRM. 

  • Users who are part of the CRM but do not have access to a deal will not be able to access the landing page of the deal on Freshworks CRM. When they click a hyperlink, they will be redirected to an access-denied page.

  • Users who are not part of CRM will not be able to access any section of the CRM. Whenever they click a hyperlink, they will be taken to the CRM login page.

Receiving notifications

Slack sends notifications to users in Freshworks CRM whenever there is any activity in the group. This also includes @mentions of the user. All these notifications can be accessed by clicking the notifications icon in Freshworks CRM.