Troubleshooting Slack Integration

This comprehensive troubleshooting guide addresses common issues, questions, and solutions for Slack Integration. Use this resource to quickly diagnose problems, understand system behavior, and resolve issues affecting Slack workspace connections and message delivery.

Slack Feature and Access Issues

Slack Settings Page Not Available

Symptom: The Slack option does not appear under Setup > Extend, or clicking it displays an error message.

Possible Causes:

• The portal does not have the Slack feature licensed
• Your user account lacks Administrator System Role permissions
• The Slack feature is not available in your Magentrix edition

Solutions:

1. Verify you have Administrator System Role permissions by checking your assigned security role in Setup > Security > Security Roles
2. Contact your Customer Success Manager to confirm your portal has the Slack feature licensed
3. If licensing is unclear, discuss edition requirements and upgrade options with your Customer Success Manager

Enable Toggle Not Responding

Symptom: Clicking the Enable toggle in Slack Settings does not change the integration state.

Possible Causes:

• Browser caching or JavaScript issues
• Insufficient permissions
• Temporary system issue

Solutions:

1. Refresh the browser page and try again
2. Clear browser cache and cookies, then reload the page
3. Try a different browser to rule out browser-specific issues
4. Verify you have Administrator System Role permissions
5. If the issue persists, contact Magentrix support

Connected Workspaces Section Not Appearing

Symptom: After enabling Slack Integration, the Connected Workspaces section does not appear below the Status panel.

Possible Causes:

• The Enable toggle did not save successfully
• Browser display issue
• Page not refreshed after enabling

Solutions:

1. Verify the status indicator shows "Connected" (light gray)
2. Refresh the page to ensure the UI updates completely
3. Toggle the Enable switch off and then on again
4. Try accessing the page in a different browser

Workspace Authorization Issues

Authorization Fails with Redirect Error

Symptom: After clicking Allow on the Slack consent screen, you receive a redirect error or the authorization does not complete.

Possible Causes:

• Incorrect redirect URL configuration (Custom Slack Apps)
• Browser blocking the redirect
• Network connectivity issues
• Mismatch between Slack app configuration and Magentrix Connected App settings

Solutions:

1. For Custom Slack Apps, verify the redirect URL in your Slack app manifest matches the Service URL in Magentrix Connected Apps exactly
2. Ensure the redirect URL uses HTTPS and includes the correct portal domain
3. Check that your browser is not blocking popups or redirects from Slack
4. Disable browser extensions that might interfere with OAuth flows
5. Try the authorization in a private or incognito browser window

Authorization Fails with Insufficient Permissions

Symptom: Slack displays an error indicating you do not have permission to install apps in the workspace.

Possible Causes:

• Your Slack account lacks app installation permissions in the target workspace
• The workspace has restricted app installation to administrators only
• Your Slack account is a guest or limited member

Solutions:

1. Contact your Slack workspace administrator to request app installation permissions
2. Ask a Slack workspace administrator to complete the authorization on your behalf
3. Verify you are signing in with a full member account, not a guest account

Authorization Redirects to Wrong Workspace

Symptom: The Slack consent screen shows a different workspace than intended.

Possible Causes:

• You are signed in to multiple Slack workspaces in your browser
• Browser cookies are directing to a previously used workspace
• Incorrect workspace URL entered during authorization

Solutions:

1. Use the workspace dropdown on the Slack consent screen to select the correct workspace
2. Sign out of other Slack workspaces before starting authorization
3. Clear Slack-related cookies from your browser
4. Try authorization in a private or incognito browser window where you are not signed in to any workspace

Connection Not Appearing After Authorization

Symptom: After completing the Slack authorization flow, the workspace does not appear in the Connected Workspaces table.

Possible Causes:

• Authorization was not completed (Cancel clicked or window closed)
• Redirect back to Magentrix failed
• Browser blocked the return redirect
• Page not refreshed after authorization

Solutions:

1. Refresh the Slack Settings page in Magentrix
2. Verify you clicked Allow on the Slack consent screen (not Cancel)
3. Confirm you were redirected back to Magentrix after authorization
4. Attempt the authorization process again
5. Check browser settings for popup or redirect blocking

Only One Token Type Created

Symptom: After authorization, only a bot token or only a user token appears in the Connected Workspaces table, not both.

Possible Causes:

• Partial authorization due to permission restrictions
• Slack app configuration missing required scopes
• Authorization flow interrupted

Solutions:

1. Attempt reauthorization to create both token types
2. For Custom Slack Apps, verify the manifest includes both user and bot scopes
3. Check the Slack workspace app settings to verify installation status
4. Contact Magentrix support if the issue persists after reauthorization

Custom Slack App Not Appearing in Dropdown

Symptom: When selecting Custom Slack App during authorization, your custom app does not appear in the dropdown list.

Possible Causes:

• The Connected App was not saved successfully in Magentrix
• The Connected App name does not include "Slack"
• The Connected App is not configured as an OAuth provider

Solutions:

1. Navigate to Setup > Extend > Connected Apps and verify your Custom Slack App exists
2. Confirm the Connected App name includes the word "Slack"
3. Verify the Connected App is configured with API Provider type and OAuth authentication
4. Check that the Service URL and Consumer Key are correctly configured
5. If missing, create the Connected App following the setup instructions in Creating a Custom Slack App

Message Delivery Issues

Messages Not Delivering to Any Channel

Symptom: Slack Message automation tasks execute but no messages appear in any Slack channel.

Possible Causes:

• Slack Integration is disabled
• The Slack connection is revoked or inactive
• The Slack feature license has expired
• All Slack connections have been removed

Solutions:

1. Navigate to Setup > Extend > Slack and verify Slack Integration is enabled (status shows "Connected")
2. Check the Connected Workspaces table to verify connections are active (Active checkbox selected)
3. If connections show inactive status, reauthorize the workspace
4. Contact your Customer Success Manager if you suspect a licensing issue

Messages Not Delivering to Specific Channels

Symptom: Messages deliver to some channels but not others.

Possible Causes:

• The bot is not a member of the target channel
• The target channel is private and the bot was not invited
• The channel has been deleted or archived in Slack
• The automation task is configured with the wrong channel

Solutions:

1. For private channels, verify the Magentrix bot is a member by checking the channel member list in Slack
2. Invite the bot to private channels before configuring automation tasks
3. Verify the target channel still exists and is not archived in Slack
4. Review the automation task configuration to confirm the correct channel is selected
5. Test with a public channel to isolate whether the issue is channel-specific

Direct Messages Not Delivering

Symptom: Slack Message tasks configured for direct message delivery do not reach recipients.

Possible Causes:

• The automation task uses a bot token connection instead of a user token connection
• The target user does not exist in the Slack workspace
• The target user has been deactivated in Slack
• The user token connection is revoked or inactive

Solutions:

1. Verify the Slack Message task is configured with a user token connection (check Token Type column in Connected Workspaces)
2. If using a bot token, change the task to use a user token connection—bot tokens cannot send direct messages to human users
3. Verify the target user exists and is active in the Slack workspace
4. Check that the user token connection is active in the Connected Workspaces table
5. If no user token connection exists, reauthorize the workspace to create both token types

Bot Token Cannot Send Direct Messages to Users

Symptom: When configuring a Slack Message task for direct messages with a bot token connection, only the bot itself appears in the user dropdown.

Possible Causes:

• This is expected behavior—bot tokens cannot send direct messages to human users

Solutions:

1. Select a user token connection instead of a bot token connection for direct message tasks
2. If no user token connection exists, reauthorize the workspace to create both token types
3. Alternatively, use channel message delivery instead of direct messages when using bot tokens

Messages Appearing in Wrong Format

Symptom: Slack messages do not display as formatted record cards, or formatting appears broken.

Possible Causes:

• Character limits exceeded for heading, description, or button label
• Invalid merge field syntax in description
• Custom label references not resolving correctly

Solutions:

1. Verify Record Heading is 80 characters or fewer
2. Verify Record Description is 255 characters or fewer
3. Verify Record Button Label is 75 characters or fewer
4. Check merge field syntax uses correct format: {!FieldName}
5. Verify custom label references use correct format: {!$Label.LabelName}
6. Test with plain text values to isolate whether the issue is related to merge fields or custom labels

Messages Missing Expected Fields

Symptom: Slack messages do not display all expected fields, or update messages show no fields.

Possible Causes:

• Create Fields or Update Fields not configured in the automation task
• For update messages, the selected fields did not change in the triggering update
• Field values are null or empty
• More than 10 fields selected (exceeds maximum)

Solutions:

1. Review the automation task configuration and verify Create Fields and Update Fields are selected
2. For update messages, remember that only fields whose values actually changed are displayed
3. Test with a record update that changes the selected Update Fields
4. Verify no more than 10 fields are selected for each field type
5. Check that selected fields have values on the triggering record

Connection Status Issues

Connection Shows Inactive Unexpectedly

Symptom: A previously active connection now shows inactive status (Active checkbox unchecked) without being revoked in Magentrix.

Possible Causes:

• The Slack workspace administrator removed the app from Slack
• The Slack token was invalidated by Slack platform policies
• The authorizing user's Slack account was deactivated
• The Slack app was uninstalled from the workspace

Solutions:

1. Check the Slack workspace app settings to verify the Magentrix app is still installed
2. Reauthorize the workspace to create new active connections
3. If the authorizing user is no longer available, have a different administrator complete reauthorization
4. Review Slack documentation for token expiration or refresh policies that may apply

Revoke Action Not Available

Symptom: The Revoke option does not appear in the Actions menu for a connection.

Possible Causes:

• The connection is already revoked (inactive)
• Insufficient permissions

Solutions:

1. Check the Active column—revoked connections show Delete instead of Revoke
2. Verify you have Administrator System Role permissions
3. Refresh the page and check the Actions menu again

Delete Action Not Available

Symptom: The Delete option does not appear in the Actions menu for a connection.

Possible Causes:

• The connection is still active and must be revoked first

Solutions:

1. Revoke the connection first—only revoked connections can be deleted
2. After revoking, the Delete option becomes available in the Actions menu

Cannot Find Specific Connection

Symptom: A connection you expect to see is not visible in the Connected Workspaces table.

Possible Causes:

• Search filter is hiding the connection
• Slack Integration is disabled (connections are hidden when disabled)
• The connection was deleted by another administrator
• The connection was never successfully created

Solutions:

1. Clear any text in the search bar to display all connections
2. Verify Slack Integration is enabled (status shows "Connected")
3. Check with other administrators to determine if the connection was deleted
4. If the connection does not exist, reauthorize the workspace

Language and Translation Issues

Messages Displaying in Wrong Language

Symptom: Slack messages display in an unexpected language.

Possible Causes:

• For channel messages: The workspace language setting differs from expectations
• For direct messages: The connection owner's Magentrix language preference differs from expectations
• The target language is not an active language in Magentrix
• The target language is not supported by Slack

Solutions:

1. For channel messages, check the Slack workspace language setting (detected automatically via Slack API)
2. For direct messages, check the Magentrix language preference of the user who owns the Slack connection
3. Verify the desired language is an active language in your Magentrix portal
4. Confirm the language is supported by both Magentrix and Slack (see supported languages below)
5. If the language is not supported by Slack, messages will default to English

Supported Languages

The following languages are supported for Slack message translation when active in both Magentrix and Slack:

• English (en)
• French (fr)
• German (de)
• Italian (it)
• Japanese (ja)
• Portuguese (pt)
• Spanish (es)
• Chinese (zh)

Russian (ru) is supported in Magentrix but not in Slack. Messages targeting Russian will fall back to English.

Custom Labels Not Translating

Symptom: Custom labels used in headings, descriptions, or button text display as label names or untranslated text.

Possible Causes:

• The custom label does not exist
• The custom label is not translated into the target language
• Incorrect syntax in the label reference

Solutions:

1. Verify the custom label exists in Setup > Customize > Labels
2. Confirm the custom label has translations for all active portal languages
3. Check that the label reference uses correct syntax: {!$Label.LabelName}
4. Add missing translations for the target language

Field Labels Not Translating

Symptom: Field labels in record cards display in the wrong language or do not translate.

Possible Causes:

• Field labels are not translated in entity configuration
• The target language is not active in Magentrix

Solutions:

1. Navigate to entity field configuration and verify field labels are translated
2. Ensure the target language is active in portal language settings
3. Add missing field label translations for the target language

Automation Task Configuration Issues

Slack Task Option Not Available

Symptom: When creating a new automation task, the Slack Task option does not appear in the task type list.

Possible Causes:

• Slack Integration is not enabled
• The Slack feature is not licensed
• The automation is on an unsupported entity
• No active Slack connections exist

Solutions:

1. Navigate to Setup > Extend > Slack and verify Slack Integration is enabled
2. Confirm at least one active Slack connection exists
3. Verify the automation is on a supported entity: Lead, Opportunity, Case, Account, or Contact (including CRM-integrated variants)
4. Contact your Customer Success Manager if you suspect a licensing issue

No Slack Connections in Dropdown

Symptom: When configuring a Slack Message task, the Slack Connection dropdown is empty.

Possible Causes:

• No Slack workspaces have been authorized
• All existing connections have been revoked
• Slack Integration was recently enabled but no workspaces connected

Solutions:

1. Navigate to Setup > Extend > Slack and check the Connected Workspaces table
2. If no connections exist, click Connect Workspace to authorize a Slack workspace
3. If connections exist but are inactive, reauthorize the workspace
4. Use the Refresh button in the task configuration to reload available connections

No Channels Appearing in Channel Dropdown

Symptom: After selecting a Slack connection and Channel message type, the Slack Channel dropdown is empty or missing expected channels.

Possible Causes:

• The connection does not have access to the workspace channels
• The Slack API request to retrieve channels failed
• Private channels require bot membership to appear

Solutions:

1. Verify the selected Slack connection is active
2. Try selecting a different Slack connection
3. For private channels, ensure the bot is a member of those channels
4. Refresh the page and try the configuration again
5. Check Slack workspace settings to verify channels exist

Task Configuration Cannot Be Saved

Symptom: Clicking Save on a Slack Message task configuration displays validation errors.

Possible Causes:

• Required fields are missing
• Character limits exceeded
• Invalid field selections

Solutions:

1. Verify Name is provided
2. Verify Sequence is a valid number
3. Confirm a Slack Connection is selected
4. Ensure Message Type is selected (Channel or Direct Message)
5. Verify Channel or User is selected based on Message Type
6. Confirm Record Heading is provided and within 80 characters
7. Check that Record Description (if provided) is within 255 characters
8. Ensure Record Button Label is provided and within 75 characters
9. Verify no more than 10 Create Fields are selected
10. Verify no more than 10 Update Fields are selected

Custom Slack App Issues

Authorization Fails with Invalid Client Error

Symptom: Custom Slack App authorization fails with an invalid client or credentials error from Slack.

Possible Causes:

• Incorrect Client ID (Consumer Key) in Connected Apps
• Incorrect or expired Client Secret (Consumer Secret)
• Client Secret was regenerated in Slack but not updated in Magentrix

Solutions:

1. Navigate to your Slack app at https://api.slack.com/apps and copy the Client ID and Client Secret from Basic Information
2. Verify the values are copied exactly without extra spaces
3. Update the Connected App in Magentrix with the correct credentials
4. If the Client Secret was regenerated, ensure the new value is entered in Magentrix

Scope or Permission Errors

Symptom: Slack reports missing or invalid permission scopes during authorization or message delivery.

Possible Causes:

• Custom Slack App manifest missing required scopes
• Scopes were removed or modified after initial configuration
• Slack deprecated a scope used in the manifest

Solutions:

1. Review the app manifest in Slack's developer portal
2. Compare against the required scopes listed in Slack Permission Scopes Reference
3. Add any missing scopes to the manifest
4. Reauthorize workspace connections after scope changes
5. Check Slack developer announcements for deprecated scopes

Bot Not Posting Messages

Symptom: Custom Slack App bot cannot post messages to channels.

Possible Causes:

• Bot scopes missing from manifest
• Bot not invited to target channels
• Bot user not properly configured in app settings

Solutions:

1. Verify the manifest includes required bot scopes (users:read, users:write)
2. Verify the manifest includes user scopes for chat functionality (chat:write)
3. Confirm the bot is invited to private channels
4. Check App Home settings in Slack to verify bot user is properly configured

Frequently Asked Questions

Can I connect multiple Slack workspaces to one portal?

Yes. There is no limit to the number of Slack workspaces that can be connected to a single Magentrix portal. Each workspace maintains independent connections that can be used in different automation tasks.

Why do I see two connections for the same workspace?

When you authorize a workspace, Magentrix automatically creates both a bot token and a user token connection. Both connections appear in the Connected Workspaces table with the same Workspace Name but different Token Type values (bot and user). This is expected behavior that provides flexibility for different messaging scenarios.

Can I send Slack messages to users who are not in Magentrix?

Slack Message automation tasks send notifications based on record events in Magentrix. The messages are delivered to Slack channels or Slack users, not to Magentrix users specifically. Any member of a target Slack channel receives channel messages, regardless of whether they have Magentrix access. Direct messages are sent to Slack users specified in the task configuration.

Do recipients need Magentrix access to see Slack notifications?

No. Slack notifications are delivered to Slack and are visible according to Slack channel membership or direct message recipients. However, clicking the record button in a Slack notification opens the record in Magentrix, which requires appropriate Magentrix access and permissions.

What happens if a Slack Message task fails?

If a Slack Message task fails (due to revoked connection, deleted channel, or other issues), the automation continues executing subsequent tasks. The Slack message is not delivered, but other tasks in the workflow complete normally. Currently, failed Slack Message tasks do not generate administrator notifications. This is a planned enhancement for future releases.

Can I retry failed Slack messages?

There is no automatic retry mechanism for failed Slack messages. If a message fails, you must address the underlying issue (such as reauthorizing a connection or inviting the bot to a channel) and then trigger the automation again with a new record event.

How do I know if Slack messages are being delivered?

Verify message delivery by checking the target Slack channels or direct message conversations. Since failed messages do not generate notifications, proactive monitoring is required. Consider establishing periodic testing procedures to verify message delivery.

Can I customize the appearance of Slack messages?

Slack Message tasks use a structured record card format that includes heading, description, selected fields, and a button. You can customize the heading text, description text (including merge fields), selected fields, field order, and button label. For Custom Slack Apps, you can also customize the app name, icon, and bot display name that appear with messages.

Why do messages show "Magentrix" as the sender?

Messages sent via the Magentrix Slack App appear with "Magentrix" as the sender because that is the app's configured name. If you require custom branding, create a Custom Slack App with your preferred app name and icon. See Creating a Custom Slack App for instructions.

Can I send Slack messages from entities other than Lead, Opportunity, Case, Account, and Contact?

No. Slack Message tasks are only available for automations on supported entities: Lead, Opportunity, Case, Account, and Contact (including CRM-integrated variants such as Force__Lead or DynamicsCrm__opportunity). This restriction ensures record card formatting works correctly with entity field configurations.

Does disabling Slack Integration delete my connections?

No. Disabling Slack Integration hides the Connected Workspaces section and stops all message delivery, but connection authorizations are preserved. If you re-enable Slack Integration, previously authorized connections reappear and resume functionality (assuming they have not been revoked in Slack during the disabled period).

How do I completely remove the Slack Integration?

To completely remove Slack Integration:

1. Revoke all workspace connections in Magentrix
2. Delete all revoked connections
3. Disable Slack Integration
4. Optionally, remove the Magentrix app from each Slack workspace through Slack workspace settings

This troubleshooting guide covers the most common Slack Integration issues. For problems not addressed here, contact Magentrix support with details about the issue, steps to reproduce, and any error messages displayed.

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