Record customer feedback in Lane directly from within

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Overview

With Lane’s Slack integration, teams can seamlessly record customer feedback, requests, and insights directly from Slack channels into Lane. This reduces context-switching and ensures that valuable inputs from customer-facing teams are not lost. Benefits include:
  • Capturing feedback in the moment, right where conversations happen.
  • Automatically linking the Slack conversation to the record in Lane.
  • Filtering and tracking Slack-originated insights to measure impact and volume and support closing the feedback loop.
Ideal for product, support, and customer success teams who want to keep workflows lightweight and feedback loops tight.

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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:
  • You do not need to manually add Lane to specific channels.
  • The “Add to Lane” shortcut will be available to send feedback directly to Lane.

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Using the Integration

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Record Feedback from Slack

  1. In any connected Slack channel, select the message you want to record.
  2. Use the Add to Lane shortcut (e.g., from the “More actions” menu).
  3. A modal opens with:
    • Title: Enter a brief title for the feedback.
    • Description: Pre-filled from the selected Slack message and can also be customized.
  4. Click Submit.
This creates a Feedback record in Lane with the following:
  • A confirmation message is posted in the same Slack thread after submission, confirming the feedback is now in Lane.
  • The original Slack message linked in the record.
  • Slack set as the source, which can be used for filtering and reporting.
This ensures traceability and makes it easy to follow up or close the loop later.

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Example Workflow

  • A customer request is posted in a public Slack channel.
  • A team member clicks “Add to Lane” → fills the title → submits.
  • The request is now visible in Lane under Feedback, linked to the conversation.
  • Product or CS teams can prioritize, tag, and respond—without switching tools.

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FAQs and Troubleshooting

Q: What Slack permissions are required?
A: You’ll need permission to install apps and post messages in channels. Lane only requests minimal permissions to record and link messages. Q: How will I know if feedback was successfully recorded?
A: A confirmation message is posted in the same Slack thread after submission, confirming the feedback is now in Lane. Q: Can I edit the feedback after submitting from Slack?
A: Yes, once it’s in Lane, you can edit the title, description, tags, and other metadata. Q: Can I connect more than one Slack workspace?
A: No, only one Slack workspace can be connected per Lane account. Q: What type of record is created when submitting feedback via Slack?
A: All feedback submitted from Slack is recorded as a Feedback object in Lane. Other types like Ideas or Features are not supported at this time.