When your AI agent can't resolve a customer issue, it escalates the conversation directly to your Slack channel — with full context, conversation history, and a thread your team can reply in.
Support Unicorn bridges your website's live chat, SMS, and WhatsApp conversations to your Slack workspace. An AI agent handles customer questions automatically using your knowledge base. When the AI can't resolve an issue, it escalates the conversation to your team in Slack.
When your AI agent can't resolve a question, it posts an escalation to your Slack channel with the customer's details, escalation reason, message counts, and the last 10 messages of conversation history — all in a single thread.
Reply directly in the Slack thread and your message is forwarded to the customer in real-time via their original channel — live chat widget, SMS, or WhatsApp. Your team never leaves Slack.
Configure multiple escalation paths, each linked to a specific Slack channel. Different AI agents can escalate to different channels, so the right team always gets the right conversations.
Use the "Send Broadcast Message" Slack shortcut to send outbound SMS or WhatsApp messages to customers. Select recipients, compose a message, and send — all from within Slack.
Open the Support Unicorn bot's Home tab for a live overview: unanswered conversations, waiting on agent, waiting on customer, escalation path status, and widget configurations.
Create chat widgets, configure SMS/WhatsApp integrations, map widgets to channels, and set up AI settings — all through interactive Slack modals without leaving your workspace.
Click "Add to Slack" above or go to Settings > Integrations > Slack in your dashboard. You'll be redirected to Slack to authorize the app. If you're logged in, your workspace is linked automatically. If not, you'll receive a 6-character claim code in the bot's Home tab — enter it in your dashboard to link your workspace. Claim codes expire after 48 hours but can be regenerated.
In your dashboard, create an AI agent and upload your knowledge base (FAQs, docs, or files). Then create an escalation path and select the Slack channel where escalated conversations should appear. The bot auto-joins public channels; for private channels, invite the Support Unicorn bot first.
Create a chat widget and embed the code snippet on your website, or set up an SMS/WhatsApp integration via Twilio. You can also do this from the bot's Home tab in Slack using the interactive buttons.
When the AI escalates a conversation, it posts a message to your Slack channel with the customer's details and conversation history in a thread. Reply in the thread to respond — your message is forwarded in real-time via the customer's original channel (live chat, SMS, or WhatsApp). Click "Close Conversation" when resolved.
Use the "Send Broadcast Message" shortcut in Slack to send outbound SMS or WhatsApp messages. A multi-step modal guides you through selecting a configuration, adding recipients, and composing the message.
Three things: (1) AI escalations — when your AI agent can't resolve a customer question, it posts the conversation with full context and history. (2) Customer replies — when a customer replies on an already-escalated conversation, their message appears as a threaded reply. (3) Broadcast messages — when a team member uses the shortcut to send outbound SMS or WhatsApp messages.
Reply directly in the Slack thread of an escalated conversation. Your message is forwarded to the customer in real-time via their original channel — live chat widget, SMS, or WhatsApp. For SMS and WhatsApp, messages are delivered via Twilio.
The AI agent responds automatically to questions it can answer using your uploaded knowledge base. It escalates to your Slack channel when it doesn't have enough information to answer, when the customer asks for a human, or when the conversation meets your configured escalation conditions.
Any public or private channel. The bot automatically joins public channels when selected. For private channels, manually invite the Support Unicorn bot first. Each escalation path can use a different channel, so different AI agents can escalate to different teams.
A live dashboard with connection status, conversation counts (unanswered, waiting on agent, waiting on customer), escalation path configurations, chat widget status, SMS/WhatsApp integrations, and quick-action buttons. For unclaimed installations, it shows the claim code and expiration.
Yes. From the Home tab, you can create and edit chat widgets, map widgets to channels, configure SMS/WhatsApp integrations through a multi-step wizard, configure AI settings, and view setup instructions — all through interactive modals.
The Slack installation record is deleted. Existing conversations are preserved in Support Unicorn but will no longer receive updates in Slack.
Install in minutes. When your AI agent can't resolve a question, the full conversation lands in your Slack channel — ready for your team to reply.
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