Slack integration
Maximus reads channel membership and the messages in the channels it is added to, including the Slack Connect channel shared with a customer, and it posts escalations and approvals into your channels when you opt that action in. The connection carries the Escalation checkpoint: when the severity threshold, a CSAT drop or a ticket storm fires, the alert reaches the owning channel with the account context attached, and the day 14 post-resolution recovery check follows it.
Slack is one of the systems Maximus reads to run the Escalation checkpoint. Below: the exact objects it reads, how the connection is made, and what runs once it is live.
- Category
- Communication
- Lifecycle checkpoint
- Escalation
- Access requested
- Read-only by default
- Write access
- Opt-in per action
Maximus reads your whole stack.
The exact objects and fields. This is the whole of what Maximus reads from Slack — a list, not a claim about a category of tooling.
| Object | Fields read |
|---|---|
| Channels | name, purpose, membership, connected workspace |
| Slack Connect channels | customer workspace, shared channel name, membership |
| Messages | text, timestamp, replies in thread, reactions |
| Users | display name, profile, account membership |
Two-way sync with your CRM. Read access to everything else. No rip-and-replace.
Connect Slack
Four steps, and the first one is an OAuth handshake with read-only scopes. There is no import to run and no data model to migrate. Least-privilege integrations: read-only scopes by default; write scopes opt-in per action.
Step 1: Connect Slack
OAuth into Slack. Read-only by default, and most teams see their first risk scores within one business day.
Step 2: Map the lifecycle
Maximus builds a checkpoint timeline per contract — onboarding, first value, adoption review, QBR, renewal window, expansion trigger.
Step 3: Let the agents run
Agents monitor every signal, draft the follow-up, open the Jira ticket, brief the CSM in Slack, and escalate what actually needs a human.
Step 4: Report on revenue
NRR, GRR, logo and dollar churn, renewal forecast by confidence band — exportable, auditable, board-ready.
How Slack data reaches the lifecycle
Where the data goes after the handshake, and where it stops.
- SourceSlack — Communication.
- Read path4 objects and 14 fields, read with read-only scopes.
- CheckpointEscalation, on the account's lifecycle timeline.
- ActionAgents run the plays below: they draft the follow-up, open the Jira ticket, brief the CSM in Slack, and escalate what actually needs a human.
Five agent plays that run on Slack
Five of the prebuilt plays that run on this data, named as they appear in the product. Each one is a checkpoint, an owner, a deadline and a defined exit — not a notification.
Onboarding chase
Runs the onboarding project and its milestone SLAs, so a slipping step is chased the day it slips (§5 B.13).
Adoption dip
Fires on the day-30 adoption dip, with an owner, a deadline and a defined exit (§4).
Ticket-storm escalation
Routes the escalation by severity, segment or ARR band, and opens the Jira ticket with the context attached (§5 A.8–A.9).
Renewal prep
Runs the 180/120/90/60/30-day renewal countdown plays and auto-drafts the QBR deck in your brand voice (§5 B.12, A.7).
Expansion signal
Turns an expansion trigger into a play, with the evidence attached (§5 B.11).
Every run is logged — each action, its input, its output and the reasoning trace behind it — and approval gates are configured per action class (§5 A.5).
What Maximus is allowed to touch in Slack
Least-privilege integrations: read-only scopes by default; write scopes opt-in per action. Write access is granted by you, per action, not by the install.
| Object | Access requested | Write access |
|---|---|---|
| Channels | Read | Not requested by default |
| Slack Connect channels | Read | Not requested by default |
| Messages | Read | Not requested by default |
| Users | Read | Not requested by default |
SOC 2 Type II: In progress — not yet verified · GDPR and India DPDP: In progress — not yet verified · SSO/SAML · Data residency in United States, European Union, India
Slack and the customer lifecycle
The narrative this page carries about Slack and the Escalation checkpoint.
The escalation is only as fast as the channel it lands in
Escalation is owned by support, then the CSM, then the VP, and it exits in one way: the root cause is closed and the recovery check has passed. The trigger is deliberately blunt — a severity threshold, a CSAT drop, or a ticket storm — which means the work that matters is not detecting the problem but telling the right person fast enough to change the outcome.
A customer's shared Slack channel is often where the problem is first felt. The CSM reads it, the support lead reads it, and nobody has correlated it with the ticket volume and the usage data sitting in two other systems.
What sentiment on a customer channel is worth
Maximus reads sentiment on tickets and on the shared customer channel, and treats it as one weighted driver in the health score rather than as a verdict. That matters, because a single frustrated message is noise while a channel that has been flat for three weeks is a signal, and only the second one should move a forecast.
The same data serves the ticket-storm detection: a rise in customer messages about a topic, next to a rise in reopened tickets, is what distinguishes a bad release from a bad week.
What Maximus posts, and when
| Action | Reads | Writes | Default |
|---|---|---|---|
| Channel and message context | Channels Maximus is added to | None | At install |
| Sentiment and volume drivers | Channels Maximus is added to | None | At install |
| Escalation alert with context | Account, health drivers, linked tickets | A message in the owning channel | Opt-in per action |
| Approval request | The action awaiting approval | A message with approve or reject | Opt-in per action |
| Account brief before a review | The review pack | A message in the CSM channel | Opt-in per action |
Read-only is the default. A connection authorised on Tuesday does not start posting on Wednesday, because each action class is enabled on its own and the approval gates are configured the same way.
What this connection does not do
- It does not crawl the workspace. It reads the channels it has been added to, which for most teams means the shared customer channel and one internal channel.
- It does not read direct messages.
- It does not post anything at install, and it never posts without an action enabled and, where the gate is configured, an approval.
Connecting it
Maximus reads with read-only scopes by default, there is no migration to run and nothing to move, and the connection is live the day the Slack admin authorises it. The read surface starts at Channels and stops where this page says it stops: nothing else in the account is read, and no field outside the list above is requested.
Questions about Slack
The three things buyers ask about this connection before they sign.
Where Slack fits
The integrations near this one, then the pages a buyer reads before buying.
- Microsoft Teams integration
The Teams surfaces Maximus reads, how alerts and approvals arrive in channel, and what it does not touch inside your tenant.
- Zendesk integration
The Zendesk objects and fields Maximus reads, how ticket volume and CSAT feed the health score, and what triggers the escalation play.
- Jira integration
The Jira objects and fields Maximus reads, the delivery risks it detects, and how it opens an escalation ticket with the context attached.
- Pricing
$189 per seat per month, $170 when billed yearly — every feature, every integration, unlimited managed accounts.
- Trust and security center
SOC 2 Type II: In progress — not yet verified · GDPR and India DPDP: In progress — not yet verified · SSO/SAML · Data residency in United States, European Union, India
Stop reacting to churn. Start running the lifecycle.
Most teams connect their stack and see their first risk scores within one business day. There is no implementation fee.
14-day money-back guarantee.