Slack Integration Upgrade

We’ve previously talked about our love of Slack. It’s our communication tool of choice, allowing our team to communicate effectively no matter where in the world they are.

We loved it so much that we decided to create an integration between Slack and the Invoco platform. This allowed for any inbound and outbound calls from the Invoco system to be recorded in a Slack channel with details of the call and a link to the call recording to that calls can be reviewed remotely for training and quality purposes.

However, as much as I loved the integration I always felt that something was missing. What would’ve made the integration really great would have been been the ability to see the details of the caller so we knew who was on the phone.

Where would we get the caller’s details from?

Obviously not in Slack itself. We wanted clients to be able to get the caller’s details directly from the systems that our clients were already using, whether it be a Customer Relationship Management (CRM) system or Helpdesk application so we’ve taken the integration to the next level by allowing us to do a contact lookup into our range of compatible third party apps such as Salesforce, Zoho, Hubspot, Infusionsoft, etc., and adding the caller’s details directly into the Slack message together with a clickable link that will take the user straight into the correct contact record in the third party application.

To see how the integration works, have a quick look at the explainer video: