Plan requirement
| App | pluscloud AI Agent Preview |
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Client admin, Client editor, Client user |
The Slack preview shows the AI agent's replies as a direct message in the Slack desktop app, using Slack's message formatting and Block Kit.
Open the Slack preview
In the toolbar, open Preview channel and choose Slack under Text, workplace & other channels. The conversation appears as a direct message with the AI agent, inside a Slack window. How the menu works is in Choosing the channel to preview.
How replies are shown
- Text uses Slack's formatting. Slack has no headings, so a heading becomes a bold line.
- Images appear as an image block with the file name above it.
- Buttons appear as Slack buttons under the message.
- Carousels become a list of cards under each other, each with at most three buttons.
- Forms become text with a link to the form.
- The welcome reply is hidden, because in Slack the customer sends the first message. A one-line note takes its place; click Show to see it dimmed.
What Zendesk documents
The preview shows how Slack would display your AI agent's messages, following Slack's own message formatting and Block Kit. Zendesk documents AI agents in Slack direct messages only as legacy functionality: it became legacy on 31 July 2025 and stops on 10 December 2026, as described in Using an AI agent in the Slack Direct Messages channel (Legacy). Use the preview to judge the length and the layout of your replies. Which channels an AI agent can use is in Which channels an AI agent can work on.
Window, theme and limits
Window style follows your operating system, or you pick macOS, Windows or Linux. Dark mode shows Slack's dark theme. Both are in the preview settings.
Slack allows 3,000 characters in a text block and 75 in a button label. The preview marks a message above those limits as probably not delivered. See Channel limits the preview checks.
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