How to Add Centro to Customer-Owned Slack Connect Channels
Overview
When using Centro to support customers through Slack Connect, you may encounter channels that were created and are managed by your customer. In some cases, the customer’s Slack Connect permissions may prevent you from inviting Centro to the channel.
To use Centro in these channels to create Salesforce cases and share Salesforce record information, the channel owner must temporarily update the channel permissions to allow you to invite apps.
This article explains how to add Centro to a customer-owned Slack Connect channel.
Prerequisites
You have access to the Slack Connect channel.
The customer is willing to temporarily update the channel's permissions.
You have permission to invite apps to the channel once the channel owner enables it.
Steps to Add Centro
1. Check the Slack Connect Channel Permissions
Open the Slack Connect channel and navigate to its settings.
Review the organizations connected to the channel and check the current permissions.
If the channel is configured with Post only permissions, you can send messages but cannot invite Centro to the channel.
2. Ask the Customer to Update Channel Permissions
Contact the channel owner and ask them to temporarily update the channel permissions to allow both:
Post — Allows participants to post messages.
Invite — Allows participants to invite apps or members to the channel, as permitted by the channel's configuration.
These permissions can be adjusted temporarily while Centro is added.
3. Invite Centro to the Channel
Once the channel owner has updated the permissions:
Open the Slack Connect channel.
Invite the Centro app to the channel using your workspace's normal Slack app-invitation process:
/invite @centroConfirm that Centro has been added successfully.
4. Restore the Original Permissions if Necessary
After Centro has been added, the customer can restore the channel's previous permissions if desired.
Centro will remain in the channel, allowing you to continue using its supported functionality without leaving the channel's original permission settings open.
Important: Restoring the previous permissions does not grant Centro additional permissions beyond those allowed by Slack and the channel's configuration.
What Can You Do with Centro?
Once Centro has been added to the Slack Connect channel, you can use its supported functionality to help manage customer conversations, including:
Creating Salesforce cases from customer conversations.
Sharing Salesforce record blocks in Slack.
Processing customer information into your Salesforce organization through supported Centro workflows.
The specific functionality available depends on your Centro configuration and the permissions granted in Slack and Salesforce.
Troubleshooting
I can post messages, but I cannot invite Centro.
The channel may be configured with Post-only permissions. Ask the customer who owns the channel to temporarily enable Invite permissions, then try adding Centro again.
The customer does not want to permanently change the channel permissions.
The customer can temporarily enable the required permissions while you add Centro, then restore the original settings afterward.
Centro has been added, but a feature is not working.
Verify that Centro is present in the channel and that the required Slack permissions, Centro configuration, and Salesforce access are in place.
Need Help?
If you have questions about adding Centro to a customer-owned Slack Connect channel or configuring Centro to create Salesforce cases, contact the Centro Support team.