How it works
- Connect your Slack workspace. An admin installs Crumb's Slack app from Settings → Integrations. The bot can post messages, open DMs, look up members by email, and receive @mentions.
- Each person picks their channel. In notification preferences, teammates choose email, Slack, or none. Slack becomes selectable once the workspace is connected.
- Replies and mentions arrive as DMs. When a customer replies, the item's assignee, or every admin if it's unassigned, gets a DM with the reply and a link to the thread. @mentions in internal notes work the same way. Crumb finds each person by email, and if the lookup or the DM fails, it sends an email instead.
- File feedback with
/crumb. Type/crumbto open a form: pick the customer's account, choose bug, idea, or question, add a title, details, and the customer's email if you have it. Submitting creates the item in Crumb. - Size a request with an @mention (Cloud). Mention @Crumb in a message that describes a request, in a channel the bot is in, and it replies in the thread with the request restated, the requester's account and ARR, similar open requests and the ARR behind them, and a rough S, M, L, or XL size with a confidence level. It only reads; nothing is filed.
What syncs
| What | Direction | When |
|---|---|---|
| Customer replies and @mentions | Crumb → Slack DM | As they happen, per each person's preference |
/crumb submissions | Slack → Crumb | Creates an item when you submit the form |
| Request sizing | Slack ↔ Crumb | The mention's text goes in, a thread reply comes back (Cloud) |
| Replies, status changes, roadmap updates | Crumb → a customer's channel | Through that account's incoming webhook |
| Channel history | Not synced | Crumb only sees commands, form submissions, and messages that mention it |
Updates in your customers' Slack
Customers can follow along in their own workspace. Their account admin pastes a Slack incoming-webhook URL into the Admin tab of the widget, and your replies (never internal notes), status changes, and roadmap updates for that account then post to their channel alongside the usual emails. The same works for Microsoft Teams.
Setup
Crumb Cloud: connect Slack in one click from Settings → Integrations, on the Team plan and up. Request sizing runs on Crumb's AI, so it's Team and up too, and each sizing counts toward your monthly AI allowance. Workspaces connected before sizing shipped need to reconnect once to grant the mention permission.
Self-hosted: register a Slack app with the bot scopes chat:write, im:write, users:read, users:read.email, and app_mentions:read, and a redirect URL of /api/integrations/slack/callback. Add a /crumb slash command pointed at /api/integrations/slack/commands, set the interactivity URL to /api/integrations/slack/interactivity, then set SLACK_CLIENT_ID, SLACK_CLIENT_SECRET, and SLACK_SIGNING_SECRET. DMs and /crumb work fully; request sizing needs Crumb Cloud's AI, so it isn't available on self-host.
Frequently asked questions
Can Crumb post every new piece of feedback to a Slack channel?
Not for your own team today. Team-side Slack is DMs for replies and mentions, plus /crumb and sizing. For a channel feed of new feedback and status changes, Crumb can post to Microsoft Teams, or send signed events to an endpoint of your own with outbound webhooks.
Who gets a DM when a customer replies?
The item's assignee. If nobody is assigned, every workspace admin. Each person's preference decides between Slack, email, or nothing.
What if someone's Slack email doesn't match their Crumb email?
The lookup fails and Crumb emails them instead, so nothing is dropped. It tries the Slack lookup again after 24 hours.
Does the sizing bot read my channels?
No. It only sees messages that mention it, and only the text of that message, so put the request in the same message as the @mention.
Does request sizing work when I self-host?
No. Sizing runs on Crumb Cloud's AI, on the Team plan and up. If you route Slack events to a self-hosted instance, the bot answers mentions with a note that sizing needs Crumb's Cloud AI.