Symptoms
- Slack reconnect succeeds but old channels, workspaces, or teams still appear.
- Monitoring, CRM capture, or delivery points to the wrong channel.
- A stale channel mapping survives disconnect/reconnect.
- A channel was renamed, archived, or replaced after setup.
Most common causes
- Previous Slack workspace or channel mappings still need review after reconnect.
- The connected account changed, so channel visibility changed.
- The target channel was renamed, archived, moved, or replaced.
- Ergo was removed from the channel or never added after reconnect.
What to check
- Disconnect and reconnect Slack with the intended work account.
- Confirm the Slack workspace and target channels after reconnect.
- Add Ergo to channels that should be monitored or used for delivery.
- Re-save any delivery, monitoring, or scheduled-run destinations that still point to old channels.
- Retry one controlled Slack workflow before broad rollout.
Resolution steps
- Treat reconnect as an auth repair; review channel mappings separately after reconnecting.
- Review channel membership and destination settings after reconnect.
- Do not assume Slack reconnect backfills messages sent while Ergo was absent.
- If a channel still appears stale, create one controlled delivery or monitoring test and capture the result.
When to contact support
- Contact support when the correct Slack workspace is connected, Ergo is in the channel, destinations were re-saved, and the mapping still points incorrectly.
- Include the Ergo workspace, Slack workspace, affected channel, expected destination, actual destination, and approximate time window.
- Keep examples generalized and avoid sharing sensitive customer content in support requests.