Connect Slack | Pivotal Docs

Slack is where your team already lives. The Pivotal app for Slack does two jobs: it posts notifications about customers and onboardings into channels you pick, and it lets your team query Pivotal with @Pivotal or /pivotal from any channel.

Most teams run a channel-per-customer pattern: one Slack channel per customer (#cust-acme, #cust-globex), invite the bot, and let Pivotal pipe every status change for that customer into the channel. Your CSM sees the full timeline without leaving Slack.

Install the app

Open the integration

Go to Admin > Integrations > Slack and click Add to Slack.

Pick the workspace and authorize

Slack opens its consent screen. The Pivotal app asks for chat:write, channels:read, groups:read, users:read, and commands. Click Allow. The bot user is added to your workspace as @Pivotal.

Pick the default channel

In Pivotal, set the default channel for workspace-wide events (new customer added, onboarding launched, health drop). #cs-team is a safe pick. Per-customer channels override this.

Set up channel-per-customer

Once the app is installed, route a Slack channel to each customer:

Invite the bot to the channel

In Slack, type /invite @Pivotal in the customer’s channel.

Link the channel to the customer

In Pivotal, open the customer page, click Slack in the right sidebar, and pick the channel from the dropdown. Or run /pivotal link #cust-acme from inside the channel itself.

Pick what posts

The link panel has four toggles: Phase moves, Task completions, At-risk flips, Notes and comments. Default on for the first three, off for the fourth. Tune per customer.

Bot commands

Anyone in a channel with @Pivotal invited can run:

@Pivotal status: current phase, days to launch, open tasks for the linked customer.
@Pivotal who owns this: the CSM and primary contact.
/pivotal find acme: search customers by name from any channel.
/pivotal launches this week: list of customers with target launch dates in the next seven days.

Notification routing rules

Per-channel routing rules sit at Admin > Integrations > Slack > Routing. Each rule is a filter (customer tag, owner, health state) and a destination channel. Rules evaluate top-down and the first match wins. Teams with regional CSM pods use this to route EMEA customers to #cs-emea and AMER to #cs-amer.

For per-teammate DM preferences (does Pivotal DM you when you are mentioned, when a task is assigned, when an onboarding stalls), open Account > Notifications instead.

Email help@pivotal.app with a screenshot of where you got stuck and the customer or onboarding id from the URL.