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  • Integrations
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    • Connect HubSpot
    • Connect Stripe
    • Connect Slack
    • Field mapping
    • Troubleshoot sync
    • Notifications
    • Email templates
    • Webhooks
    • Data export
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  • Install the app
  • Set up channel-per-customer
  • Bot commands
  • Notification routing rules
  • Related
Integrations

Connect Slack

Install the Pivotal bot, route notifications, set up a channel per customer.
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Field mapping

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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

1

Open the integration

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

2

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.

3

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:

1

Invite the bot to the channel

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

2

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.

3

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.

Related

  • Notifications
  • Add contacts
  • Webhooks

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