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Setting a Monitoring Slack Channel for Each Knock Use Case

Setting a Monitoring Slack Channel for Each Knock Use Case

Setting a Monitoring Slack Channel for Each Knock Use Case

In Knock, you can route incoming chats to a monitoring Slack channel for each specific use case. This ensures the right team sees the right conversations instantly, improving collaboration and response time.

Why Use a Monitoring Channel?

You may receive chats from multiple sources, such as:

  • G2 reviews
  • Paid ads
  • Events
  • Buttons on your pricing page
  • Links inside your product (e.g., upsell opportunities)

Each source may require a different team to respond.

While the assigned rep always receives a private Slack notification, all chats can also be sent to a shared monitoring channel.

What is a Knock monitoring channel?

  • A dedicated Slack channel where all relevant chats appear.
  • A place to track conversation progress.
  • A space for managers or other team members to jump in if needed.

Who Should Be in a Monitoring Channel?

A monitoring channel is most relevant for:

  • Managers who monitor rep performance – For example, an SDR manager can watch how quickly reps respond to high-intent leads, step in if a rep is unavailable, and coach them on messaging style.
  • Leaders who want full visibility – For example, a marketing leader can track chats from a LinkedIn ad campaign in real time, see which leads turn into opportunities, and adjust targeting on the fly.
  • Account Managers – For example, an account manager can spot an upsell request from an existing customer and respond before the opportunity cools down.
  • Collaborating Sales Teams – For example, in a small sales team, any available rep can jump into the chat from the monitoring channel when the assigned rep is busy, ensuring fast responses without losing momentum.

How to Set Your Monitoring Channel

  1. Create Your Routing Rules
    • In the Knock Dashboard, go to Chat Routing → New Routing.
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    • Example: If you add a Knock banner to product pages for upsell, set routing so only account managers receive those chats.
  2. Assign the Right Team Members
    • In the new routing, select the specific Slack members per rule.
    • You can target based on attributes like company size or headquarters. Learn more about Knock routing here
  3. Create a New Slack Monitoring Channel
    • Replace the default knock-knock-updates channel with a new one.
    • You can create it directly from the Knock dashboard.
    • Give it a clear name (e.g., #account-managers-support).
    • Invite only relevant members. You don’t need to invite rep owners, since they’ll still get private Slack notifications from Knock.
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  4. Link Your Knock Chat Link to the New Routing
    • Go to Knock Chat Links, create the link (e.g., for the product upsell), and select your new routing.
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Result

When a lead messages you from this specific Knock link:

  • The assigned rep gets a private Slack notification.
  • The monitoring channel receives a copy of the chat for visibility and collaboration. You can also join the chat from this channel.
  • The right people can respond instantly
  • The responding reps are updated in your CRM - knock: responding rep