Slack channel setup

Slack is optional for tenant operations. Sendero's internal web channel is always the primary handoff surface. When Slack is configured, the same durable handoff can also fan out to a Slack thread and reconcile operator replies back into the Sendero workflow lifecycle.

Prerequisites

• A Slack workspace where you can install apps.
• A Sendero tenant admin account.
• One or more Slack channels for support, booking operations, billing, or escrow review.
• The Sendero bot invited to any private channel you want to use.

Setup Steps

1. Open Dashboard -> Channels -> Slack -> Connect.
2. Click Install Slack app and approve the requested Slack scopes.
3. Return to Sendero after OAuth completes.
4. Pick the channels that should receive travel operations, support, billing, or escalation handoffs.
5. Invite the Sendero app to each private Slack channel you selected.
6. Send a test handoff from the setup wizard and confirm the Slack thread appears.
7. Mark the channel live after the dashboard shows the Slack workspace, bot, and routing checks as ready.

Required Slack Scopes

Sendero uses the narrow Slack scopes needed for channel routing and operator handoff:

• chat:write to send handoff and workflow messages.
• channels:read and channels:history for public-channel routing and replies.
• groups:read and groups:history for private channels where the bot has been invited.

Some installations may request additional scopes as the product adds more operator actions. Keep scopes tenant-controlled and remove any channel routes you no longer need.

Human Handoff Behavior

Every escalation creates a durable Sendero web handoff first. Slack is a secondary fanout route when configured.

Operators reply in the Slack thread. When the answer is ready, send done or done ✅ in the thread. Sendero resumes the waiting workflow, posts the approved answer back to the customer channel when appropriate, and sends a Slack confirmation containing the message that was sent.

Troubleshooting

The app installed but no channel appears.

Refresh the setup page. For private channels, invite the Sendero bot to the channel first.

The test message fails.

Verify the selected channel still exists, the bot is a member, and the workspace installation has chat:write.

Thread replies do not resume the workflow.

Reply in the original Slack thread and include done or done ✅ after the final operator answer. If it still does not resume, check the channel audit view for the Slack event and Sendero trace ID.

OAuth callback does not complete.

Reinstall from Dashboard -> Channels -> Slack -> Connect so the redirect URL and tenant state are generated by Sendero.

Observability

Sendero stores the Slack workspace ID, channel ID, thread timestamp, handoff ID, tenant ID, trip ID when known, workflow run ID, and Sendero trace ID. Use the web internal handoff view as the source of truth when Slack and another handoff channel both exist.