AtlasCustomer portalAPI DocumentationGo to Atlas
Help Center›Admin Setup (For Admins)›Channels›How to add the Atlas bot to Slack channels
Table of contents
  • Overview
  • Key Features
  • How to add the Atlas bot to a Slack channel
  • How to create a ticket from a Slack message
  • FAQs & Troubleshooting
  • Do I need to add the bot to every channel?
  • Why doesn't the ticket emoji create a ticket?

    • How to add the Atlas bot to Slack channels

    Last updated October 8, 2026

    Who can use this feature?
    Any member of a public channel, or workspace owners/admins and existing members in private channels.
    Availability depends on your Atlas plan.

    Overview

    Atlas can only read messages and create tickets in Slack channels where the Atlas bot is a member. Add the bot to each channel you want to support, then turn any message into a ticket by reacting with the ticket emoji (🎫 :tique:).
    Related articles:
    •  How to connect the Slack integration: Connect Slack and choose the channels Atlas monitors.
    •  How to create and manage campaigns: Send campaigns to the Slack channels where the Atlas bot is a member.

    Key Features

    • Per-channel access: Atlas works only in the channels where you add the bot.
    • Tickets from reactions: React to a message with the ticket emoji (":tique:") to create a ticket with the message details.
    • Campaign audiences: Channels with the Atlas bot become available as Slack campaign audiences.

    How to add the Atlas bot to a Slack channel

    Requirements:
    The Slack integration is connected and "Enable Slack as a support channel" is turned on in "App Configuration > Integrations > Slack".
    1. In Slack, open the channel and click "View all members of this channel".
    2. Open the "Agents & apps" tab and click "Add Agent or App".
    3. Find Atlas and click "Add".

    How to create a ticket from a Slack message

    1. In a channel where the Atlas bot is a member, find the customer's message.
    2. React to it with the ticket emoji (":tique:"). Atlas creates a ticket in your workspace with the message details.

    FAQs & Troubleshooting

    Do I need to add the bot to every channel?

    Yes. Even with the Slack integration connected, Atlas only reads messages and creates tickets in channels where the bot is a member.

    Why doesn't the ticket emoji create a ticket?

    Check the following:

    • Slack integration: In  "App Configuration > Integrations > Slack" , check that your Slack workspace is connected.
    • Support channel setting: In the same page, check that "Enable Slack as a support channel" is turned on.
    • Bot membership: Check that the Atlas bot is a member of the channel.
    • Emoji: Use the ticket emoji (":tique:"), not a standard Slack emoji.
    • Monitored channels: If you limit "Monitored channels" in the Slack settings, make sure the channel is included.

    Was this article helpful?