Skip to main content
Send Trellis alerts to the Slack channels where your team acts on them. Start with a default channel, then use separate destinations for notification types that need a different audience, such as AI escalations.

​
Before you start

Choose the Slack workspace and internal channel with the person who administers Slack. Recipients need Trellis access to open records linked in an alert.

​
Connect and test

  1. Open Settings > Integrations > Slack and follow the connection flow. Check the workspace name and requested access before approving it.
  2. Choose the default internal channel. This is the destination for notification types that do not have their own override.
  3. Open Settings > Notifications. An admin or manager can choose a different channel for each enabled workspace Slack notification that needs one.
  4. Trigger the notification using a test conversation or task containing synthetic information.
  5. Open Slack and confirm that one update reached the intended channel. Follow its link back to the relevant Trellis record.
For example, choose an AI agent escalations channel for the team handling unanswered guest requests. Other notification types can continue to use the workspace default. A custom workflow can have its own destination, so review that workflow if its messages route differently.

​
Choose an agent’s escalation language

For an agent connected to its own Slack app, open the agent’s Connections > Slack settings and select an escalation channel. Under Escalation message language, choose Japanese + English to include Japanese first and English below in the same alert. The translations cover the guest message, escalation reason, question for the team, and agent draft when Include agent draft is enabled. Original content remains the default for existing agents. Changing this option affects only the selected agent; its channel, grouping, owner mentions, and resolution actions keep working as configured. If translation is unavailable, the alert includes the original content and identifies the missing translation. You can choose the language before enabling escalation notifications. After enabling them, Send test escalation sends a sample in the selected format without creating a guest escalation or tagging owners.

​
Group an agent’s escalations in Slack

In the same agent settings, Group Slack escalations by decides which escalations share a Slack thread:
  • Guest conversation: follow-up escalations from the same guest conversation stay in one thread.
  • Property: escalations for the same property stay in one thread.
  • Reservation: escalations about the same reservation stay in one thread. When a returning guest escalates about a different reservation, Trellis starts a new thread instead of replying in the earlier stay’s thread. Escalations without a linked reservation stay in the guest conversation’s thread.
  • Individual escalation: every escalation starts a new Slack message.
The option applies to the next escalation. Existing threads are not moved, so after a change the next escalation in an ongoing conversation can start a new thread.

​
Reply to the guest from an escalation

In the same agent settings, turn on Add Send message to Slack escalations to show a Send message button beside Mark resolved on new escalation alerts. The button opens the agent’s draft in Slack, where your team can edit it. Send and resolve sends the message in the guest’s conversation and resolves the escalation. If the message cannot be sent, the escalation stays open and only the person who clicked sees the error. The option is off by default and applies only to the selected agent. Alerts posted before you turn it on keep their original buttons.

​
Recover a disconnected workspace

Open the Slack integration and review its status. Reconnect the intended workspace with a Slack administrator if authorization is required again. Check the default channel and notification overrides, then repeat the test for the affected notification type.

​
Common problems

Check the channel’s visibility and whether the connected Slack app has access to it. Ask your Slack administrator to review membership and authorization before reconnecting.
Check the notification override in Settings > Notifications, then the default channel. If a workflow sent it, inspect that workflow’s destination instead.