Symptoms
- A new Slack channel has no pre-call context, CRM capture, or delivery.
- Ergo cannot find, draft for, or post to the target channel.
- Search or scheduled delivery cannot select the channel.
- The channel is Slack Connect/external and behaves differently from internal channels.
Most common causes
- Ergo is not a member of the new channel.
- The channel was created after the last Slack setup or destination selection.
- The connected Slack user cannot see the channel.
- External-channel app permissions prevent the bot from being added by the current user.
What to check
- Confirm Slack is connected in Integrations.
- Add Ergo to the channel or ask a Slack admin/channel owner to add it.
- Use the exact channel name when configuring monitoring, CRM capture, scheduled runs, or delivery.
- For external channels, confirm the channel allows the Ergo app.
- Reconnect Slack if the channel still does not appear after access and membership are correct.
Resolution steps
- Add Ergo to one target channel, then retry the workflow that needs that channel.
- Re-save delivery or monitoring settings that were configured before the channel existed.
- Do not expect historical messages from before Ergo joined the channel to appear automatically.
- Confirm future messages or deliveries work before adding several channels at once.
When to contact support
- Contact support when Slack is connected, Ergo has been added, the channel is visible to the connected user, and future activity still does not flow.
- Include the Ergo workspace, Slack workspace, channel name, channel type, workflow tested, and approximate time window.
- Keep examples generalized and avoid sharing sensitive customer content in support requests.