Simplify how you keep track of important customer information by doing it in Slack. Build comprehensive records, log important customer actions, and collaborate with your team right in the flow of work with built-in CRM (customer relationship management) tools.

How it works

• To set up customer management, Workspace Owners must enable it and create a contact list for their workspace.
• Once your contact list is ready, assign access to others to allow them to use customer management features. 
• Managing customer contacts in Slack relies on the Salesforce Free Edition. When you set up a contact list in Slack, this will create a Salesforce Free Edition org.

Tip: Once your contact list is ready, you can also capture leads from a website and manage customer emails from Slack.

Set up your contact list

Workspace Owners can follow the steps below to set up customer management:

Step 1: Enable customer management

Step 2: Create your contact list

Create your customer contact list by importing it from Gmail or a CSV file, or build it from scratch. Once your contact list is created, you can also customize its fields to make it suit your needs. 

Step 3: Assign access

By default, only the Workspace Owner who creates a contact list can use it to manage customers in Slack. When you’re ready, assign access to up to 100 people to allow them to use it. 

Use your contact list

Now that your contact list is set up, start using it to stay on top of customer needs.

Update a contact

Update a contact to add important details about your customers so your team has the latest information. You can update any field in the contact record, and log important customer interactions like calls, emails, and meetings.

Note: From a contact record, click Invite to DM to invite a customer to have a conversation directly in Slack.

Share a contact

When you need to collaborate on a customer, share their contact with your team in a direct message (DM) or a dedicated channel. When you share a contact with a teammate, they’ll be given access to manage customer contacts in Slack (if they don’t already have it).

Tip: Click Agenda in your sidebar to quickly get a snapshot of your day. Once configured, use Agenda to view your upcoming meetings, calls and other calendar events. Use Slackbot to help you get ready for a meeting or call by clicking Prep with Slackbot next to an event.

Automatically sync events to customer contacts 

Save time manually logging events by automatically syncing calendar and email events from your connected Google account. Once connected, calendar events will automatically be saved as activities associated with your contacts, and email interactions will be automatically logged to build your communication history.

Manage your contact list

People with the System Administrator customer management profile can manage their contact list. 

Customize fields

By default, your contact list includes fields such as Account name and Email address. Add fields to include additional details like priority, status, and more.

Add more contacts

As your customer base grows, add new contacts to your contact list.