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Overview

A lot of customer feedback happens in Slack: support channels, shared customer channels, internal threads. And a lot of product conversation happens there too. Lane’s Slack integration works in both directions: it captures feedback where it’s said, lets your team ask Lane questions and act on the answers without switching apps, posts agent results to the channels your team reads, and tells customers in their original thread when the work ships.

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Connect

  1. Go to Settings → Integrations → Slack.
  2. Choose Connect and authorize access to your Slack workspace.
On Starter, Slack counts as your workspace’s one feedback source; see Billing.

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Bringing feedback in

Choose a Mode in the Slack settings: Automatic (AI-powered), where Lane watches channels for you, or Manual, where your team flags specific messages.

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Automatically

With Automatic (AI-powered), pick the Channels to watch and make sure Lane is added to them. Lane reads new messages there and keeps the ones that are genuine product feedback; everyday chatter is skipped. It works best on a dedicated feedback or shared-customer channel, where most of what’s said is worth keeping. Automatic mode owns capture while it’s on, so the 📌 emoji shortcut is turned off to avoid capturing anything twice.

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Manually

With Manual, your team flags feedback themselves:
  • The Lane shortcut. On any message, open More actions and choose Lane’s shortcut. A Send to Lane form opens with an Insight Title and optional Customer, Tags and Product. The message and its thread become the description. Lane posts a short confirmation in the thread. The shortcut works without inviting Lane to the channel.
  • The 📌 emoji. React to a message with the pushpin and Lane captures it as feedback, no form needed. Lane needs to be in the channel.
  • Also capture thread replies. Turn this on and Lane captures the whole thread, follow-ups and later context included, as one feedback item, so the product team sees how the conversation evolved.

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Pull in past messages

To start with history rather than an empty list, use Pull existing messages: choose Pull messages, pick a Channel and a Period, and Import. Lane keeps only the genuine feedback and emails you when it’s done. This works in either mode.

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Ask Lane in Slack

Your team can ask Lane questions where the conversation already is:
  • Mention @Lane in a channel and Lane answers in a thread, visible to everyone in the channel.
  • Send Lane a direct message for a private conversation.
  • Open Lane in Slack’s AI panel and start from a suggested prompt, like “What moved this week?”. There, “here” means the channel you’re looking at.
Lane shows what it’s working on as it goes, and Stop ends an answer early. When Lane would make a change that needs approval, like filing a Linear issue, it shows the change with Approve and Decline; only the person who asked can approve. Conversations from Slack also appear in your chat history in Lane. Lane answers people whose Slack email matches a Lane account, and acts with their role in Lane. Web search and Google Drive files are available in Lane itself, not in Slack. Messages that mention @Lane are never captured as feedback.
If your workspace connected Slack before October 2026, reconnect it to use Lane in Slack’s AI panel. Mentions and direct messages work without reconnecting.

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Agent results in Slack

Agents can post each result to a channel: add Slack under Notify on the agent and pick the channel. Lane posts a short headline with the full result in the thread. Public channels work straight away; for a private channel, invite Lane first.

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Close the loop

When the work ships, Lane tells the person back in the original Slack thread, so they hear it where they asked. It fires when a Signal the feedback belongs to is moved to Closed, once every Signal that feedback belongs to is closed. See Closing the loop. To set it up, go to Settings → Integrations → Slack and, under Close the loop, turn on Send update in Slack thread. Close the loop is available on Pro.
Close the loop applies to feedback that came from Slack and is still linked to its thread.

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FAQs

Q: What’s the difference between Automatic and Manual?
A: Automatic watches the channels you choose and keeps genuine feedback for you. Manual is your team flagging specific messages with the shortcut or the 📌 emoji. Q: Does automatic mode capture everything in the channel?
A: No. Each message goes through an AI filter, so only genuine product feedback is captured. Q: Do I need to add Lane to channels?
A: For automatic capture, the 📌 emoji, and asking @Lane in a channel, yes. The shortcut works without it. Q: Can Lane post back to Slack threads?
A: Yes. Close the loop replies in the original thread when the work ships, and Lane answers @mentions in a thread. Q: Can I connect more than one Slack workspace?
A: No. One Slack workspace per Lane workspace.