Set a Monitoring Slack Channel for Each Knock Use Case

A monitoring channel is a Slack channel where your team can see every new lead message and AI/human reply in real time, then jump into the thread from that channel. Use a different monitoring channel per use case so the right people see the right conversations and can take over instantly.

Why use a monitoring channel

• Collaborative selling: Let an AI intent agent engage first, then have any rep join from the channel. The first human reply becomes the Knock: Chat Owner.
• Performance oversight: Managers see which leads are waiting, how quickly reps respond, and whether SLAs are met.
• Intent-based focus (new): Use Intent routing to direct each lead to the most relevant channel.
• Source-specific visibility: Separate channels for G2, paid ads, events, pricing page, or in-product upsell.
• Fast retrieval: Use /find-chat in Slack to jump to an active lead thread.

What is a Knock monitoring channel

• A dedicated Slack channel where all matching chats are mirrored.
• A shared space to watch conversation progress and step in when needed.
• The takeover surface: replying in the thread assigns Knock: Chat Owner and moves the AI to assist mode.

Who should be in the buying monitoring channels

• SDR/AE managers to coach, enforce SLAs, and reassign quickly.
• Marketing leaders to watch campaign traffic (e.g., LinkedIn Ads) turn into pipeline.
• Account managers to catch expansion/renewal signals.

How to Set Your Monitoring Channel

1. If you create a new routing, you'll have the option to choose a monitoring channel as part of the setup flow. Here's how:
1. Open the Knock Dashboard → Chat Routing → New Routing.
2. Select a Slack channel.

2. To update the monitoring channel of an existing routing:
• Open the Knock Dashboard → Chat Routing → Select routing
• Change the monitoring channel


Attach the routing to your Chat Link

Go to Chat Links and select your new routing.



Attach the routing to Intent agent

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

On this page

• Set a Monitoring Slack Channel for Each Knock Use Case
• Why use a monitoring channel
• What is a Knock monitoring channel
• Who should be in the buying monitoring channels
• How to Set Your Monitoring Channel
• Result