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Overview

Connect Slack to receive real-time notifications when customer health changes, clients become at-risk, or important events occur. Slack is an output-only integration—Stanna sends alerts to your channels but doesn’t collect any data from Slack.

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Features

Real-time Alerts

Instant notifications when health scores drop or clients show churn risk

Event Notifications

Get notified of important client events, milestones, and interactions

Custom Channels

Route different alert types to specific Slack channels

No Data Collection

Output-only integration—Stanna never reads your Slack messages

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Setting Up Slack Integration

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Prerequisites

Before connecting Slack:
  • Slack workspace admin permissions (to install apps)
  • Identify which channel(s) should receive notifications
  • Understanding of what types of alerts you want to receive

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Connection Process

1

Initiate OAuth Flow

Navigate to /api/integrations/slack/start or click “Connect Slack” in integrations
2

Authorize Access

Sign in to your Slack workspace and grant Stanna permission to:
  • Post messages to channels
  • Access basic workspace information
  • View channel list (for channel selection)
Note: Stanna will NOT read any messages or channel content
3

Select Notification Channel

Choose which Slack channel should receive notifications:
  • Create a dedicated channel like #customer-health
  • Use an existing channel like #cs-alerts
  • Configure different channels for different alert types (optional)
4

Verify Connection

Check status at /api/integrations/slack/status to confirm:
  • Active connection status
  • Connected workspace name
  • Selected notification channel

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What Data is Synced

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No Data Collection

Important: Slack is an output-only integration. Stanna:
  • ✅ Sends notifications and alerts TO Slack
  • ❌ Does NOT read any Slack messages
  • ❌ Does NOT collect conversation data
  • ❌ Does NOT access message history

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What Stanna Sends to Slack

Notifications are sent for key events:
  • Health score changes: When a client’s health score drops significantly
  • Churn risk alerts: Clients identified as at-risk of churning
  • Payment issues: Failed payments or billing problems (from Stripe integration)
  • Engagement changes: Sudden drops in client activity
  • Sentiment alerts: Detection of frustrated or unhappy customers

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How Slack Notifications Work

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Alert Types

Different events trigger different notification formats: Health Score Alerts
  • Triggered when health score drops below configured thresholds
  • Includes client name, current score, and reason for decline
  • Provides quick action links to client profile
Churn Risk Notifications
  • Sent when AI identifies high churn probability
  • Includes risk factors and recommended actions
  • Links to client details and interaction history
Payment Issues
  • Alerts for failed payments or past due subscriptions (requires Stripe)
  • Includes payment status and customer contact info
  • Quick links to Stripe dashboard and client profile
Engagement Warnings
  • Notifies when client engagement drops significantly
  • Shows engagement trends and comparison to baseline
  • Suggests re-engagement strategies

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Notification Frequency

Control how often you receive alerts:
  • Real-time: Critical events sent immediately
  • Daily Digest: Summary of health changes once per day
  • Weekly Summary: Overview of portfolio health and trends
  • Custom Rules: Configure thresholds for specific alert types

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Message Format

Slack notifications are designed for quick action:
  • Clear subject line: Understand the issue at a glance
  • Key metrics: Health score, MRR, engagement level
  • Context: Why the alert was triggered
  • Action buttons: Quick links to investigate or respond
  • Urgency indicators: Visual cues for priority level

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Use Cases

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Customer Success Teams

Proactive Outreach
  • Get notified when clients need attention
  • Route alerts to responsible CSM based on account owner
  • Track intervention effectiveness over time
Portfolio Monitoring
  • Daily digest of portfolio health changes
  • Weekly summaries for leadership
  • Alerts for at-risk high-value accounts

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Account Management

Expansion Opportunities
  • Notifications when clients show positive engagement
  • Alerts for upsell readiness indicators
  • Milestone celebrations (anniversaries, usage goals)
Retention Focus
  • Early warning for churn risk
  • Payment issue alerts for quick resolution
  • Sentiment monitoring for relationship health

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Leadership & Executives

Strategic Insights
  • Weekly portfolio health summaries
  • Churn risk trends and forecasts
  • Revenue at risk notifications
  • Key account status updates

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API Endpoints

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Core Integration

GET  /api/integrations/slack/start      # Start OAuth flow
GET  /api/integrations/slack/callback   # OAuth callback handling
GET  /api/integrations/slack/status     # Check connection status
POST /api/integrations/slack/disconnect # Remove integration

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Notification Management

POST /api/notifications/send            # Send custom notification
GET  /api/notifications/history         # View sent notifications
POST /api/notifications/configure       # Update notification settings

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Configuration & Settings

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Channel Configuration

Choose where notifications are sent:
  • Single channel: All alerts to one channel
  • Multiple channels: Different alert types to different channels
  • Private channels: Supported with proper permissions
  • Direct messages: Send alerts to specific users (optional)

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Alert Thresholds

Customize when alerts are triggered:
  • Health score drops: Set threshold (e.g., drop of 10+ points)
  • Churn probability: Alert above certain risk percentage
  • Engagement decline: Percentage decrease that triggers alert
  • MRR at risk: Dollar amount threshold for revenue alerts

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Notification Filtering

Control what alerts you receive:
  • Minimum MRR: Only alert for clients above revenue threshold
  • Account tier: Filter by enterprise, growth, or starter tiers
  • Health zone: Only alert for red/yellow zone clients
  • Custom rules: Advanced filtering with multiple conditions

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Troubleshooting

Common Causes:
  • Slack integration disconnected or permissions revoked
  • Channel permissions changed
  • Notification thresholds not being met
  • Bot removed from channel
Resolution Steps:
  1. Check /api/integrations/slack/status for connection status
  2. Verify bot is still in the notification channel
  3. Review notification threshold settings
  4. Test with manual notification send
  5. Re-authenticate if connection is broken
Fixing Channel Configuration:
  1. Navigate to integrations settings
  2. Update channel selection in Slack configuration
  3. Verify bot has access to the new channel
  4. Test with a sample notification
Note: You may need to invite the Stanna bot to private channels manually
Reducing Alert Frequency:
  1. Increase alert thresholds (e.g., only alert for drops >15 points)
  2. Set minimum MRR threshold to filter small accounts
  3. Switch from real-time to daily digest mode
  4. Refine custom alert rules to be more specific
Best Practice: Start with higher thresholds and adjust down as needed
Improving Alert Quality:
  • Ensure other integrations (Gmail, HubSpot, etc.) are connected
  • Allow 24-48 hours for AI to gather sufficient context
  • Review client profiles to ensure basic info is populated
  • Contact support to customize notification templates

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Best Practices

Dedicated Channel

Create a specific channel like #customer-health to keep alerts organized

Threshold Tuning

Start with conservative thresholds and adjust based on alert usefulness

Team Visibility

Make notification channel visible to entire CS team for transparency

Action Protocols

Establish team protocols for responding to different alert types

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Advanced Configuration

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Custom Alert Rules

Create sophisticated notification logic:
  • Multiple conditions: Combine health score, MRR, and engagement criteria
  • Time-based rules: Different alerts for business hours vs. off-hours
  • Account-specific rules: Custom alerts for VIP or strategic accounts
  • Escalation rules: Send to different channels based on severity

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Webhook Integration

For advanced use cases:
  • Custom workflows: Trigger automation when alerts fire
  • External integrations: Forward notifications to other tools
  • Data capture: Log alerts to external systems
  • Bi-directional sync: Use webhooks to update Stanna from Slack actions (custom)

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Notification Templates

Customize message format and content:
  • Branded messages: Add company logo and colors
  • Custom fields: Include specific data points important to your team
  • Language/tone: Adjust message style to match team culture
  • Action buttons: Configure quick action links and buttons

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Security & Privacy

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Permissions

Stanna’s Slack integration requires minimal permissions:
  • Post messages: Send notifications to configured channels
  • View channels: List channels for configuration (read-only names only)
  • Bot user: Basic bot identity for posting

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Data Protection

Your Slack data remains private:
  • No message reading: Stanna cannot and does not read Slack messages
  • No conversation access: Chat history is never accessed
  • Output-only: Integration only sends data, never receives
  • Audit trail: All sent notifications are logged for compliance

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Compliance

Slack integration maintains security standards:
  • OAuth 2.0: Secure authentication flow
  • Encrypted transmission: All data sent over HTTPS
  • Token security: OAuth tokens encrypted at rest
  • Revocable access: Disconnect anytime from either platform
Bot Channel Access: The Stanna bot must be added to your notification channel to send messages. If notifications stop, verify the bot wasn’t removed from the channel.
Need help with Slack setup? Contact support@gostanna.com for assistance with configuration or troubleshooting.