Channeled FAQ

Channeled helps go-to-market teams scale customer operations and work in Slack. You can connect your helpdesk, sync activity from Slack to Salesforce, automate outreach in Slack, or follow the steps below.

We serve GTM teams of all sizes, ranging from hypergrowth startups to SMBs, solo founders, and more. We have thousands of users and hundreds of paying customers, including Clay, Apollo.io, WorkOS, and more.

Here are a few typically successful team setups we’ve seen with Channeled.

In support organizations:
• Support Operations leaders decide the experience they want to shape for customers and team members in Slack.
• A support integration team member implements the above criteria into Channeled. (Channeled is the team’s “Slack configuration layer,” which determines how to sync threads, what information is moved to the ticketing system, and which automated forms/messages to show.)
• Most support agents do not interface directly with Channeled, but benefit from synced messages from Slack in their helpdesk.

In GTM organizations:
• Sales and Customer Operations leaders determine how they want to structure notes and tasks from Slack into their CRM.
• A revenue operations team member drives the automation, triggering, and design of how Slack channels are either automatically created from CRM accounts or enabled for AEs directly in Salesforce or Hubspot.
• Marketers and PMMs drive the audience segmentation, scheduling, and content of scaled broadcasts delivered to customers and channels in Slack.

• Manually saving messages and reminders in Slack in silo'd and personal task management systems.
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• Automatically broadcast or message tailored messages across 100s of channels instead of copy-pasting, with the same scale and control that you use in email campaigns.
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• Automate syncing between Slack and your support systems in customer-facing channels.

• Automatically create and structure Slack channels across your GTM team for scaled channel management.

Our paid plans start at $100/mo to cover unlimited Slack channels and unified Slack thread management. Most teams work on our Growth Plan, which enables helpdesk and CRM integrations. We have a 30-day free trial that you can use to get started today.

Channeled enables your support team to stay within their unified helpdesk, like Zendesk or Intercom, and support customers directly in Slack. When they respond from the helpdesk, their messages can appear in Slack like native Slack responses directly from them, or your team can also choose to provide their responses back in the form of a generic team avatar or bot (e.g, "Apollo Support").

Channeled allows sales and success team members to share notes in Slack and automatically structure and save them back to the CRM for detailed activity reporting. Additionally, Channeled allows GTM teams to automatically trigger the right tasks or queue the right Slack-facing activities (e.g, channel creation) at defined points of the GTM process.

For support ticketing, we integrate with 5+ sources, including Intecom, Zendesk, Freshdesk, Salesforce Cases, and more.

Channeled enables syncing across Microsoft Teams, available via paid plans. Channeled's integration with Discord is in beta and invite-only.

Channeled works with Slack Connect channels, public Slack channels, and private Slack channels.

Channeled works with Slack Connect channels, public Slack channels, and private Slack channels.

Yes! Channeled supports organizations with multiple Slack workspaces and enables teams to share unified visibility across any connected workspace.

No, you do not need Slack Connect to benefit from Channeled. Channeled works with all tiers of Slack and channel types.

Channeled enables Slack threads to be escalated to a dedicated helpdesk like Zendesk or Intercom. Your team can customize whether escalations should happen automatically (e.g, every thread becomes a new Zendesk/Intercom ticket) or whether escalations should happen manually (e.g, CSMs interacting with customers in Slack choose specific tickets that require helpdesk escalation).

You can read more about our Zendesk integration here or about our Intercom integration here.

Channeled enables customer owners, properties like stages, and activity like Slack threads to be synced with your CRM. You can read more about our Salesforce integration here or about our Hubspot integration here.

Yes, you push additional data from Channeled into your data warehouse or BI platforms. API access is only available for paid plans and workspaces.

Channeled is SOC 2 Type 1 & 2 compliant. Channeled adheres to industry-standard compliance frameworks attesting that our internal controls and processes meet and exceed requirements in securing customer data and set forth in TSP section 100, 2017 Trust Services Criteria for Security, Availability, Processing Integrity and Confidentiality.