Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
Review notifications in your chat tool. Convenient, and worth thinking about what becomes visible to whom.
Connect it
- Open the integrations in Quality Assurance.
- Connect Slack and authorise it.
- Choose which notifications are sent, and where.
- Send a test and look at what it contains.
Direct messages, not channels
A review is feedback about one person's work. Posting it in a shared channel makes their score visible to colleagues, whether or not anybody intended that.
This is the setting to get right before switching anything on.
What is reasonable in a channel
Programme-level things: reviews completed this week, a reminder that the review queue is filling up. Nothing naming an individual's score.
Read the test message
Before rolling it out. Notifications can include more than expected: the score, the comment, the conversation. Check what actually appears rather than what you configured.
Immediate is not always better
A review notification arriving mid-conversation pulls an agent's attention away from a customer, and feedback read under those conditions gets a defensive reading.
A daily summary is usually kinder and just as timely.
Chat history is long-lived
A message about somebody's review is searchable by colleagues for years. That is a longer life than most people assume when they set this up.
Ask the team
Whether they want reviews in chat at all. Some teams find it convenient; others find it intrusive, and either answer is worth respecting.
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