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Overview

With Lane’s Slack integration, teams can capture customer feedback and insights directly from Slack conversations—without losing context or switching tools. Beyond single-message capture, Lane also supports thread-level conversation capture, giving product teams a complete view of how feedback evolves over time. Benefits include:
  • Capturing feedback in the moment, right where conversations happen.
  • Automatically linking Slack conversations to insights in Lane.
  • Capturing entire Slack threads for full conversational context.
  • Filtering and tracking Slack-originated insights to support prioritization and closing the feedback loop.
Ideal for product, support, and customer success teams who rely on Slack for day-to-day customer communication.

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Configuration and Setup

To connect your Slack workspace:
  1. Click on your workspace name in the top-left.
  2. Go to Settings → Integrations → Slack.
  3. Click Connect and authorize access to your Slack workspace.
Once connected:
  • The “Add to Lane” shortcut is available from Slack to manually record feedback.
  • You can optionally enable Thread Capture from Slack integration settings (explained below).

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Using the Integration

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Record Feedback from Slack

Use this when you want to capture a specific message as feedback.
  1. In any Slack channel, select the message you want to record.
  2. Use the Add to Lane shortcut (from the “More actions” menu).
  3. A modal opens with:
    • Title: Enter a short summary.
    • Description: Pre-filled from the Slack message (editable).
    • Customer (optional): Search and link a customer.
    • Tags (optional): Add one or more tags.
    • Product (optional): Select the related product.
  4. Click Submit.
This creates a Feedback record in Lane with:
  • The original Slack message linked.
  • Slack set as the source.
  • A confirmation message posted in the same Slack thread.
This is best for capturing individual insights quickly.

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Thread Capture

Thread Capture allows Lane to capture the entire Slack conversation, not just a single message.

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How it works

When Thread Capture is enabled in Slack integration settings:
  • All messages within a Slack thread are automatically captured in Lane.
  • Messages are linked to the same Insight, giving a holistic view of the conversation as it evolves.
  • This includes follow-ups, clarifications, and additional context shared later.
  • If the Slack integration is disconnected, the last Thread Capture setting (enabled or disabled) is preserved.
Bot messages and emoji reaction not captured.

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Setup requirement

To capture threads:
  • Ensure Thread Capture is enabled in Settings → Integrations → Slack.
  • You must invite the Lane app to the Slack channels where you want conversations to be captured.
  • Only channels where Lane is present will support thread capture.

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Why this matters

  • Product teams see the full context, not isolated messages.
  • Reduces misinterpretation of feedback.
  • Makes it easier to understand urgency, sentiment, and scope.
  • Keeps all discussion in one place while prioritizing in Lane.
Use Thread Capture when feedback is discussed over multiple replies or across time.

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Example Workflow

  • A customer issue is discussed in a Slack thread.
  • Thread Capture is enabled and Lane is added to the channel.
  • As the conversation continues, all messages are captured under one Insight.
  • The product team reviews the complete context in Lane.
  • The insight is prioritized, worked on, and closed with full traceability.

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FAQs and Troubleshooting

Q: What is the difference between message capture and thread capture?
A: Message capture records a single Slack message. Thread capture records all messages in a Slack thread and links them to the same Insight. Q: Do I need to add Lane to channels for basic feedback capture?
A: No. The Add to Lane shortcut works without adding Lane to channels.
However, Thread Capture requires Lane to be invited to the channel. Q: Are Slack reactions (emoji reactions) captured in Lane?
A: No. Emoji reactions on Slack messages are not captured. Lane only records the message content within the thread. Q: Are bot messages included in thread capture?
A: No. Bot messages are automatically excluded. Q: Can Lane send messages back to Slack threads?
A: Not at the moment. Lane can capture Slack threads into Lane, but sending messages from Lane back to Slack threads is not supported yet. Q: Can I edit feedback after submitting from Slack?
A: Yes. Once in Lane, you can edit title, description, tags, product, and other fields. Q: Can I connect more than one Slack workspace?
A: No, only one Slack workspace can be connected per Lane account.