The AI agent hands off
The customer asks to talk to a person, or your AI agent escalates a question it can't resolve on its own.
Offlo for Slack
Know the moment a customer needs a human
Offlo's AI agent answers your customers on your website, WhatsApp, Instagram, Messenger and email. When a conversation needs a person — the customer asks for one, or the AI hands off — Offlo posts an alert to the Slack channel your team already watches, with the conversation so far in a thread.
- One alert per handoff, in the channel your team already watches
- The recent conversation attached in a thread, so the channel stays scannable
- Posts only — the app never reads or replies to your Slack messages
Installing requires an Offlo account. The button signs you in (or lets you create an account) and takes you straight to Slack setup — see the steps below.
Handed off to a humanPosted to #support-handoffs just now
How it works in Slack
One alert per handoff, in the channel you choose
Offlo for Slack is a notification app. It posts to a single channel that you pick while installing, and nothing else.
- 1
A conversation needs a human
The AI agent hands off, a Flow reaches an Assign to agent step, or a Shopify check step in a Flow transfers the customer — on any channel Offlo serves. See exactly what triggers an alert below.
- 2
Offlo posts an alert to Slack
The alert shows the reason and who it's assigned to (or that it's waiting in the queue). The recent transcript goes in a thread, so the channel stays easy to scan.
- 3
Your team picks it up in Offlo
Whoever takes it opens the conversation in the Offlo inbox and replies to the customer on the channel they wrote in.
What the app does
- Posts handoff alerts to the one channel you selected during install
- Adds the recent conversation as a threaded reply under each alert
- Sends a test notification when you click Test notification in Offlo
What the app doesn't do
- Read messages, files or member lists in your Slack workspace
- Respond to messages, mentions or slash commands in Slack
- Post to any channel other than the one you chose
What triggers a message in Slack
Three things in Offlo post an alert
Offlo posts to Slack only when a conversation is handed off to a human. There are three ways that happens:
A Flow reaches Assign to agent
Any automation Flow you build in Offlo that includes an Assign to agent step posts an alert when a customer reaches that step.
A Shopify check step transfers the customer
The Check order status, Check product availability and Check shipping details steps in your Flows post an alert when the customer chooses to talk to your team — and Check order status also transfers automatically when it can't resolve the order.
What each alert contains
- The reason for the handoff (for example, “Customer requested human agent”)
- Who it was assigned to — Offlo assigns handoffs round-robin across your team, skipping anyone at their open-chat limit — or that it's waiting in the queue for someone to claim it
- A threaded reply with the most recent messages, labelled Visitor, Bot and Agent
What never posts to Slack
- Ordinary customer messages and AI replies that don't end in a handoff
- A team member claiming, assigning or replying to a conversation in Offlo
- Anything typed in Slack — the bot doesn't respond to messages, mentions or slash commands
Installation
Add Offlo to Slack in a few minutes
Slack is connected from inside Offlo, because each Slack channel is linked to one of your AI agents. Here's how to get there:
- 1
Sign in or create an Offlo account
Click Add to Slack on this page, or go to https://app.offlo.ai. New to Offlo? Create an account at https://app.offlo.ai/signup and set up your first AI agent.
- 2
Open Slack settings
Add to Slack takes you straight there. Otherwise, open your AI agent, go to Settings and choose Slack (under Channels).
- 3
Click Connect and approve in Slack
Slack asks you to choose your workspace and the channel for handoff alerts, and to approve the permissions listed below. Click Allow.
- 4
Send a test notification
You're returned to Offlo, which confirms Slack is connected. Click Test notification to check the alert arrives in your channel.
After installing
- Offlo confirms the connection and shows the connected workspace and channel.
- Alerts start posting automatically the next time a conversation is handed off to a human — see what triggers an alert above.
- Connect one workspace and channel per AI agent. To change the channel, disconnect and connect again.
Disconnecting or uninstalling
- In Offlo: open Settings → Slack and click Disconnect. Offlo deletes the stored Slack connection details.
- In Slack: remove the Offlo app from your workspace's Manage apps page. Alerts stop immediately.
Configure and use
Set it up once, then work from the alerts
Everything is configured in Offlo; there are no settings to change inside Slack.
Set once
Configure
- Alert channel
- Chosen on Slack's approval screen while installing. To switch channels, disconnect Slack in Offlo (Settings → Slack) and connect again.
- One channel per AI agent
- Each Offlo AI agent connects to one Slack workspace and channel. Connect Slack separately for each agent that should send alerts.
- When handoffs happen
- Add Assign to agent steps to your Flows to decide exactly where customers are handed to your team. Shopify check steps and the AI agent also hand off when a customer asks for a person.
- Who gets assigned
- Invite teammates to your Offlo organisation so handoffs can be assigned to them — the alert then names the assignee.
- Check it works
- Click Test notification in Settings → Slack to send a test message to your channel.
Every alert
When an alert arrives
- 1
Read the reason in the channel and open the thread to see the conversation so far.
- 2
Open the Offlo inbox and find the conversation — it's assigned to the named teammate, or waiting in the queue.
- 3
Claim it if it's unassigned, then reply. The customer receives your reply on the channel they wrote in, and the AI agent stays paused while a person handles it.
Slack is for alerting only: replying in the Slack thread does not send anything to the customer.
Permissions
What Offlo asks Slack for, and why
Offlo requests only the permissions it needs to post alerts to the channel you choose.
| Permission | Why Offlo needs it |
|---|---|
incoming-webhook | Lets you pick the channel for handoff alerts during install, and lets Offlo post to that channel. |
chat:write | Lets the Offlo bot post each alert and reply to it with the conversation transcript in a thread. |
Your data
Offlo stores only the Slack connection details it needs to post alerts, never reads your Slack messages, and never uses Slack data to train AI models.
Read our Privacy PolicyNeed help?
Email support@offlo.ai — no Offlo account or login needed. We reply within 2 business days.
Contact supportTerms
Use of Offlo, including the Slack integration, is covered by our Terms & Conditions.
Read our Terms
Get started
Bring handoff alertsinto your Slack
Connect Slack to your AI agent and get an alert in the channel your team already watches the moment a customer needs a person.
