Ask Staircase Slack Integration

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This article provides step-by-step instructions for admins to install, configure, and manage Staircase slack app within their company’s Slack workspace.

Overview

Staircase App in Slack is an AI-powered assistant designed to enhance customer success operations by integrating critical customer insights directly into Slack. This app enables teams to access customer sentiment, engagement trends, and risks, while also delivering key alerts directly to internal channels or direct messages (DMs), reducing the need to switch between platforms. It is especially useful for executives and other users who do not frequently log in to Staircase, providing easy access to customer insights directly within Slack.

Use the Ask Staircase Slack Integration to query Staircase AI for customer insights directly within Slack, through direct messages (DMs) or in-channel using slash commands. You can interact with Staircase AI in Slack using natural language queries, such as:

“What’s the sentiment trend for Acme Corp?”
“Which accounts have mentioned [product feature] in the last 90 days?”

Intended Audience

This article is useful for:

Organizations using the Staircase Slack App
Admins managing app authorization
Users seeking customer intelligence through Slack

Example Business Use Case

The Ask Staircase Slack Integration enhances productivity by delivering contextual intelligence directly within Slack. Here are key ways users can apply it:

Meeting Preparation: DM the Staircase app to quickly access account context, including health, sentiment, and recent activity before customer calls.
/staircase ask I have a call today with [customer name].
Team Syncs: Run silent queries using /staircase ask in channels without disrupting meetings. Responses are private and not logged in channel history.
Selective Sharing: Review insights privately using direct message and share only relevant data with the team, ensuring clarity and focus.
Role-Based Insights: Send personalized queries aligned to your role and responsibilities, such as renewals, onboarding, or support, to receive insights.

Types of Slack Integrations

External Channels (Slack Connect): Monitors customer-facing conversations to generate AI-driven insights, including sentiment shifts, stakeholder changes, and engagement declines. Analysis is limited to channels you explicitly add.
Internal Channels and DMs: Delivers alerts and insights to team channels and individual users. Internal content is not analyzed; channels are used solely for notifications. For more information on slack notifications, refer to Setting up Email and Slack Notifications in Staircase article.

Prerequisites

Before using the integration, ensure the following:

Staircase Slack App must be installed and authorized
Users must have appropriate channel permissions, as Slack slash commands only work in channels where the Staircase app is installed.
Admins must reauthorize the app in the Slack App Directory for existing users with outdated permissions

Install or Reauthorize Staircase Slack App

To reauthorize slack app:

Visit the Slack Marketplace and search for the official Staircase AI app.
To allow access to Slack workspace and enable enhanced features, click Authorize.
Note: Users that need to re-authorize a slack app see a Reauthorize button in the Settings > Integrations > Slack card.

Using Ask Staircase

Ask using Direct Message (DM)

Open a direct message with the Staircase Slack App.
Type a natural language question, such as “What’s the status of Acme Corp?”.
Receive a private, contextual response within seconds. The responses may include:
- Account health and renewal dates
- Sentiment scores and recent interactions
- Stakeholder updates and communication patterns
- Cross-account insights

Ask using Slash Command (/staircase ask)

In any channel where the Staircase app is added, type: /staircase ask [your question].
Example:
- /staircase ask show last three interactions with Acme
- /staircase ask risk status of current QBR account
Receive a response that is visible only to you within the channel.
Note: Responses are visible only to the requester and are not recorded in the channel history.

Privacy and Security

Your internal Slack content remains private.
You control which channels are analyzed and where alerts go.
DMs and channel alerts can be configured per user or globally.