Slack's hidden thread problem
Slack has a critical limitation: new messages in threads don't appear in the main channel. If a customer follows up in a thread, that follow-up is invisible to everyone monitoring the channel.
😓 Without Nudges
10:00 AM - New conversation from Sarah
Inside thread (invisible in channel):
10:15 AM - Sarah: "Hello? Anyone there?"
10:45 AM - Sarah: "This is urgent"
11:30 AM - Sarah: "I'm switching to competitor"
Channel members don't know Sarah is waiting
✨ With Nudges
10:00 AM - New conversation from Sarah
10:15 AM - Customer replied in thread
"Sarah Chen sent a new message"
"Hello? Anyone there?"
[View Thread]
Now the whole channel sees Sarah needs help
Three notification modes
Choose the notification style that matches your team's workflow and customer priority level.
Quiet
No channel notifications. Activity stays in thread only.
Best for: High-volume channels, bot-only handling
Responsive (default)
Smart notifications only when customers need help.
Best for: Most teams (recommended)
Attentive
Notify on every customer message.
Best for: VIP customers, small teams
When Responsive mode nudges
In Responsive mode, BackReply intelligently decides when to post a channel notification based on conversation context.
Agent replied, customer followed up
When a customer responds after an agent reply, the team should see it.
Conversation reopened
When a closed conversation is reopened by a new customer message.
Stale conversation reactivated
When a dormant conversation (24+ hours) receives a new message.
Customer waiting too long
When a customer has been waiting without a response.
Control notification frequency
Tune how often nudges appear to match your team's urgency level.
| Preset | Max Nudges | Minimum Gap | Best For |
|---|---|---|---|
| Calm | 1 per cycle | 30 minutes | Low-urgency support |
| Balanced | 1 per cycle | 10 minutes | Most teams |
| Urgent | 3 per cycle | 5 minutes | VIP / SLA-bound |
"Cycle" resets when an agent responds to the customer.
Advanced notification settings
Fine-tune notifications for different channels and customer tiers.
Suppress If Active
Prevents duplicate notifications when you're already engaged in the thread. If you replied recently (within 1-10 min), no nudge is sent.
Bot Message Handling
Choose if automated responses (like Fin AI) count as agent engagement or are treated as informational only.
Wait Threshold
Set how long a customer can wait (15, 30, or 60 minutes) before triggering a "customer waiting" nudge.
Notes to Channel
Configure whether internal notes appear in the channel: off, always, or only when they contain @mentions.