Slack Troubleshooting

Use this runbook when Slack feedback is not flowing as expected.

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1. Slack Connection Fails

Symptom: Cannot complete connection

Try:

1. Start the connection flow again from workspace settings.
2. Make sure you are signed in as an Admin.
3. Complete authorize + callback in one session.
4. Confirm you are authorizing the intended Slack workspace.

2. App Mention Gets No Response

Symptom: You mention the app and nothing appears in Superfeedback

Check:

1. The Slack integration is still marked active.
2. The app is installed in the same Slack workspace you connected.
3. The message contains an explicit app mention.
4. The message was sent after the integration was connected.

3. Message Is Delayed or Reprocessed

Symptom: The same message appears late or appears more than once

Wait for retry windows to settle, then check whether multiple similar mentions were posted. If the pattern continues, capture details and contact support.

4. Status Reactions Do Not Update

Symptom: Initial reaction appears but no follow-up state

This usually means downstream processing failed or stalled.

Action:

• Retry with a simpler, clear message.
• If it persists, share details with support.

5. Triage Quality Is Low

Symptom: Extracted highlights are unclear or not actionable

Action:

1. Rewrite Slack messages using one request per mention.
2. Include user impact and expected behavior.
3. Avoid combining unrelated issues in one message.

6. Fast Support Handoff

When contacting support, include:

• workspace name
• Slack channel or DM name
• approximate timestamp
• a screenshot of the original mention

This makes issue resolution much faster.