Slack

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Overview

Slack is where a lot of customer feedback actually happens — in support channels, shared customer channels, and internal threads. Lane’s Slack integration captures it right there, and later closes the loop in the same thread when the work ships.

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Connect

1. Go to Settings → Integrations → Slack.
2. Click Connect and authorize access to your Slack workspace.

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Bringing feedback in

Once connected, feedback flows into Lane two ways — automatically, where Lane watches a channel and pulls feedback for you, or manually, where your team flags specific messages. Use either, or both.

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Automatically

Switch the Slack integration to automatic mode and choose up to 5 channels for Lane to monitor. Lane reads new messages there and captures the ones that are genuine product feedback, running each through an AI filter so everyday chatter is skipped rather than turned into noise. It’s best pointed at a dedicated feedback or shared-customer channel, where most of what’s said is worth keeping. Automatic mode owns capture for the workspace — while it’s on, the manual 📌 emoji shortcut is disabled so nothing is captured twice.

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Manually

When you’d rather flag feedback yourself, there are two ways, plus an option to pull in full thread context: Add to Lane shortcut — on any message, open the More actions menu and choose Add to Lane. A form opens with the Title, the Description (pre-filled from the message, editable), and optional Customer and Tags. Submitting creates a Feedback item with the message linked, source: Slack, and a confirmation posted back in the thread. This shortcut works without inviting Lane to the channel. Instant capture (📌 emoji) — react to any message with the pushpin emoji and Lane captures it as feedback, no form needed. The message text becomes the description and the message is linked as the source. This needs Lane invited to the channel, and is disabled while automatic mode is on. Thread Capture — enable it in the Slack settings and Lane captures the whole thread — follow-ups, clarifications, and later context — as a single feedback item, so the product team sees how the conversation evolved. Requires Lane invited to the channel; bot messages and emoji reactions aren’t captured.

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Close the loop

When the work ships, Lane can tell the customer back in the original Slack thread — automatically. It’s driven by Plan status: when a Plan reaches the status you designate, Lane posts an update in the thread where the feedback was raised. How it works:

1. Feedback is captured from a Slack thread.
2. That feedback is committed to a Plan.
3. When the Plan reaches your trigger status, Lane posts an update in the original thread — and the feedback is marked loop-closed.

Set it up in Settings → Integrations → Slack: enable Close the loop and choose the trigger — either a status group (for example, any “Done” status) or a specific Plan status. Close the loop is available on Pro and Business.

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FAQs

Q: What’s the difference between the two capture modes?
A: Automatic mode watches a channel and pulls genuine feedback for you (AI-filtered). Manual capture is you flagging specific messages via the shortcut or the 📌 emoji. Q: Does automatic mode capture everything in the channel?
A: No — each message runs through an AI feedback filter, so only genuine product feedback is captured, not routine chatter. Q: Do I need to add Lane to channels?
A: It depends on the sync mode. In Automatic mode, Lane automatically joins the channels you select to monitor. In Manual mode, you’ll need to add the Lane app to the channel yourself. Q: Can Lane post back to Slack threads?
A: Yes — that’s what Close the loop does. When a Plan ships, Lane posts an update in the original thread. Q: Can I connect more than one Slack workspace?
A: No — one Slack workspace per Lane workspace.