Slack

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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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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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Instant capture

Instant capture lets you turn any Slack message into feedback by reacting with an emoji - no modal or shortcut needed.

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How it works

When Lane is added to a Slack channel, reacting to a message with the 📌 (pushpin) emoji automatically creates a feedback record in Lane. The message text becomes the feedback description, and the original Slack message is linked as the source.

• If Thread Capture is enabled, Lane waits to capture thread replies before processing, so the feedback includes the full conversation context.
• If Thread Capture is disabled, the feedback is created immediately from the root message.
• The Agent only processes the feedback if the message contains meaningful content. Empty or whitespace-only messages are skipped.

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Setup

Emoji capture works automatically once Lane is invited to a Slack channel. No additional configuration is required beyond the standard Slack integration setup.

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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.

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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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Close the loop

Lane can automatically notify customers in Slack when the features they requested move forward or ship. When a Feature linked to a Slack-sourced Insight reaches a configured status, Lane posts an update in the original Slack thread where the feedback was captured. This means customers hear back in the same conversation they used to give feedback — no manual follow-up required.

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How it works

1. A customer shares feedback in Slack, and it’s captured as an Insight in Lane.
2. The Insight is linked to a Feature.
3. The Feature is pushed to your delivery tool and worked on.
4. When the Feature status changes to the configured trigger status, Lane posts a message in the original Slack thread letting the customer know.

Once all Features linked to an Insight reach the trigger status, the Insight is automatically marked as loop closed.

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Set up Close the loop

1. Go to Settings → Integrations → Slack.
2. Enable Close the loop.
3. Configure the trigger:
   • By status group — trigger when all linked Features reach a status group (e.g., “Done”).
   • By specific status — trigger when all linked Features reach a specific status you choose.

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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, linked to a Feature, and pushed to engineering.
• When the Feature ships, Lane posts an update in the original Slack thread.

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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.