Symptoms
- A Slack channel is missing from setup, channel search, or delivery destinations.
- Enterprise Grid or Slack Connect channels do not appear as expected.
- Slack context, monitoring, or delivery cannot find the target channel.
- Private or external channels appear differently from public workspace channels.
Most common causes
- Ergo is not a member of the channel.
- The connected Slack account cannot see the workspace, private channel, or external channel.
- Slack workspace/org mapping changed after reconnect.
- The channel was archived, renamed, moved, or created after the last setup check.
What to check
- Confirm the channel belongs to the Slack workspace connected to Ergo.
- Confirm the connecting user can see the channel in Slack.
- Add Ergo to the target channel when monitoring or delivery requires bot membership.
- For private or external channels, confirm the user and bot have access to that specific channel.
- Reconnect Slack if the workspace or channel list still looks stale.
Resolution steps
- Search for the exact channel name after confirming workspace access.
- Add Ergo to one known channel and retry setup or delivery there.
- If the channel is external, confirm the relevant Slack workspace can add apps to that channel.
- Avoid assuming Enterprise Grid org access automatically exposes every workspace/channel to Ergo.
When to contact support
- Contact support when Slack is connected, the user and bot can access the channel, and it still does not appear.
- Include the Ergo workspace, Slack workspace, affected user, channel name, channel type, and approximate time window.
- Keep examples generalized and avoid sharing sensitive customer content in support requests.