A couple of times in the past, the Slack notification stoped working for some customers and they were not receiving score notifications in their Slack channels.

After some analysis, we've concluded that it happened after Slack updated it's API, and sometimes this affected the connection between Retently accounts and their service.

Unfortunately not all API changes are reported by Slack and there is no way to predict and avoid these situations. Here's a quick fix that will solve the problem.

If you've received customer responses but none of them were sent to your Slack channels, then follow this step-by-step tutorial:

  1. Go to the Integrations section in your account.
  2. Disconnect your Slack integration and re-connect it.
  3. Next, access the Notifications section and remove the existing notification where the Slack channel was set up.
  4. Create a new notification, choose response types and customer segment you want to be notified about, also select the periodicity of the notification and finally choose the Slack option as the delivery channel.

Also let us know when you stumble upon this issue so we can analyze it and improve the Slack integration.

Thank you for your understanding!

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