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Works with an Emily subscription. Connected from the Emily Portal.
# customer-support
L
Level3AI
APP
10:42 AM
@support-oncall A customer asked for a human about order #48213.
Reason: wants to change the delivery address after dispatch.
1 reply
Same customer wrote again at 10:51 AM
Example message. You write it once; Emily fills in the details from the conversation.
THREE WAYS TO CONNECT
SLACK API · POSTS AS LEVEL3AI
Notify your team
The Level3AI app posts to the channel you choose or messages the right teammate when a case needs people: a handoff, an escalation, a request to act. It only posts; it doesn’t read messages.
SLACK MCP · EMILY’S OWN ACCOUNT
Emily as a team member
Give Emily its own Slack member account and invite it to the channels it should work in. It reads their context, searches past discussions and messages people as “Emily”.
AI ASSISTANT · EACH MEMBER’S ACCOUNT
Your team, with their own Slack
Each support-team member connects their own Slack to Emily’s AI assistant, which searches, reads and posts on their behalf with exactly their own permissions.
YOU STAY IN CONTROL
Access you decide
Pick a permission level for Emily’s account, choose the channels it joins, and turn individual Slack tools on or off in the Emily Portal.
Notifications are one-way: replies in Slack don’t go back to Emily or the customer.
HOW TO CONNECT
You need admin access to Integrations in the Emily Portal. Don’t have Emily yet? Book a demo and we’ll set it up with you.
Book a demo ↗
Need help?
tech-support@lv3.ai ↗
01
Choose how to connect
In the Emily Portal, open Integrations → Catalog. Connect Slack API to notify your team as the Level3AI app, or Slack MCP to give Emily its own member account. If your workspace requires admin approval for new apps, Slack sends your admin a request first.
02
Set Emily up as a member
For Slack MCP, create a dedicated Slack member for Emily, invite it to the channels it should work in, and sign in as it when you connect. Pick a permission level: Messaging, Standard (default) or Full member.
03
Put it to work
Create a Slack action under Integrations → API List, or turn on the Slack tools under API List → MCP Tools. Add them to your SOP playbooks, then publish.
Emily’s member account sees only the channels you invite it to. The Level3AI app needs an invite only for private channels (/invite @Level3AI). Support-team members connect their own Slack from the AI assistant’s connectors.
After you connect
The Slack card shows Connected with your workspace and, for Slack MCP, the account Emily acts as. Testing and live environments are connected separately.
To disconnect
Click Disconnect on the Slack card in the Portal to stop Emily using Slack. The Level3AI app stays in your workspace until an admin removes it under Manage apps in Slack.
PERMISSIONS AND PRIVACY
Each connection asks Slack only for what its mode needs. The Level3AI app never requests admin permissions.
Notify your team (Slack API)
chat:write · chat:write.public · channels:read · groups:read · users:read · usergroups:read
Posts as the Level3AI app and lists channels, members and user groups for the Portal’s pickers. It doesn’t read messages.
Emily as a team member (Slack MCP)
Messaging · Standard (default) · Full member
Messaging only sends. Standard also reads and searches the channels Emily’s account is in, with no direct messages. Full member adds what any member can do; direct-message access is optional.
Your team, through the AI assistant
Each member’s own account
Searches, reads and posts with exactly that member’s permissions, and only after they connect it themselves.
✓
Emily only sees what the connected account can already see in Slack.
✓
Removing the Level3AI app from your Slack workspace revokes its access at any time.
About AI
Emily uses large language models. Its messages and answers can occasionally be inaccurate, so check the conversation before acting on them.
