Manage customer contacts in Slack
Simplify how you keep track of important customer information by doing it in Slack. With customer contact lists, you can build comprehensive customer records, log important customer actions and collaborate with your team – all in one place.
How it works
- To set up customer contacts, workspace owners must enable the feature and create a contact list for their workspace.
- Once your contact list is ready, you can share it with people on your team to give them access. Anyone with access to the list can update important customer information, log customer interactions and share contacts with others
- 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.
Set up your contact list
Workspace owners can get started with managing customer contacts in Slack by following the steps below.
Step 1: Enable customer contacts
- From your desktop, click Tools in the sidebar.
- Select Channel templates in the sidebar.
- Review the details and select Get started.
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 customise its fields to make it suit your needs.
- From the Home tab, find the Salesforce section of your sidebar and select All contacts.
- Choose an option for creating your contact list and follow the prompts.
Step 3: Share your contact list
By default, only the workspace owner who creates a contact list can access it. When you’re ready, share your contact list with others to give them access to use it.
- From the Home tab, find the Salesforce section of your sidebar and select All contacts.
- Click Share in the top-right corner.
- Search for and select the people that you want to share your contact with, then click Share and add Salesforce user.
Note: Keep in mind that anyone with access to your contact list is also granted the system admin role in the associated Salesforce free edition org.
Use your contact list
Now that your contact list is set up, anyone that you’ve shared it with can start using it to stay on top of customer needs.
Update a contact
Update a contact to add important details about your customers so that 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.
- From the Home tab, find the Salesforce section of your sidebar and select All contacts.
- Choose a contact to view it in Slack.
- From the contact record, update any fields necessary and then click Save.
- To log a customer interaction, click Log events.
- Enter the event details, then click Save to finish.
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).
- From the Home tab, find the Salesforce section of your sidebar and select All contacts.
- Choose a contact.
- Click the three dots icon in the top right-hand corner, then select Share contact.
- Search for and select the people that you’d like to send the contact to, then select Share.
Manage your contact list
Customise fields
By default, your contact list comes with fields such as Account name and Email address. Add fields to include additional details such as priority, status and more.
- From the Home tab, find the Salesforce section of your sidebar and select All contacts.
- Click the plus button in the top right-hand corner of the contact list.
- Choose a premade option from the drop-down menu or select
Create a custom field to make one from scratch. - Follow the prompts, then click Save to finish.
Add more contacts
As your customer base grows, manually add new contacts to your contact list in Slack.
- From the Home tab, find the Salesforce section of your sidebar and select All contacts.
- Click New contact in the top-right corner.
- Fill in the customer fields, then click Create contact to finish.
- Workspace owners can set up customer contacts. Members can use and manage contact lists in Slack.
- Available on the new version of the Business+ subscription