Give customer escalations from Slack DMs a tracked home
An urgent customer escalation sent privately can become a Dynamics 365 case, helping prevent an important issue from staying buried in a DM.
Trigger
Direct Message Received
Triggered when a new direct message (DM) is sent to a user in Slack. Catches all DMs across all DM channels.
Action
Create Case
Creates a new case (incident) entity record in dynamics crm using the web api.
Why this helps
Private escalation messages can be easy to miss when attention moves to the next conversation.
- Make private escalations easier to track.
- Keep the reported problem available for follow-up.
- Reduce the risk of a dropped support handoff.
Setup
Build it in a few focused steps.
- 1Connect Slack and Dynamics 365 to Notis once in the portal.
- 2Create an automation and describe which DM escalations warrant a case and how Notis should use the reported issue context.
- 3Select Slack Direct Message Received, choose a channel for run reports, and test with a real escalation example.
Questions about this workflow
Can it distinguish urgent issues from routine updates?
Describe the escalation signals in the instruction so Notis can focus on messages that need a case.
Does it work across DM channels?
The trigger catches new Slack direct messages across DM channels.
When this happens · Trigger
Do this · Action
Supported Triggers and Actions
Notis builds workflows that link Slack to Dynamics365. A trigger fires from one place; an action lands in another.
Slack triggers
Dynamics365 actions
Recurring trigger
Notis starts this workflow on a schedule, such as daily, weekly, or during business hours.
Get all invoices action
Get all invoices action
Webhook trigger
Notis starts this workflow when an external tool or custom backend sends an HTTP request.
Create Account
Creates a new account entity record in dynamics crm using the web api.
New Channel Created Trigger
Triggered when a new channel is created in Slack.
Create Case
Creates a new case (incident) entity record in dynamics crm using the web api.
Channel Message Received
Triggered when a message is posted in a Slack channel (public, private, or multi-party IM). Does NOT match direct messages.
Create Contact
Creates a new contact entity record in dynamics crm using the web api.
Direct Message Received
Triggered when a new direct message (DM) is sent to a user in Slack. Catches all DMs across all DM channels.
Create Invoice
Creates a new invoice entity record in dynamics crm using the web api.
Message Reaction Added
Triggered when a reaction is added to a message in Slack. Supports optional filtering by channel and emoji name.
Create Lead
Creates a new lead entity record in dynamics crm using the web api.
Message Reaction Removed
Triggered when a reaction is removed from a message in Slack. Supports optional filtering by channel and emoji name.
Create Opportunity
Creates a new opportunity entity record in dynamics crm using the web api.
Reaction Added Trigger
DEPRECATED: use `SLACK_MESSAGE_REACTION_ADDED` instead. Triggered when a reaction is added to a message in Slack.
Create Sales Order
Creates a new sales order entity record in dynamics crm using the web api.
Connect any two apps with Notis in the middle.
Slack and Dynamics365, or any other combination from 1,000+ integrations.
When this happens · Trigger
Do this · Action
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