---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Setting up Slack as a contact method

# Setting up Slack as a contact method {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
You configure Slack to enable users to receive Slack notifications for escalations. To offer Slack as a contact method
for shift members, you install the IntegrationHub spoke for Slack.

## Configuring Slack for On-Call Scheduling {#slack-setup-oncall__section_uwj_ljv_wlb}

The Slack spoke automates On-Call Scheduling
notifications and responds to them. The following configurations
support On-Call Scheduling notifications:

## Outbound Configurations {#slack-setup-oncall__section_n5z_kjv_wlb}

Slack \> Outbound Configurations \> On-Call: Assign by
Acknowledgement
:   Generates a general escalation message. Modify the
    record to customize the message template.Figure 1. Outbound Assign by Acknowledgement subflow

Slack \> Outbound Configurations \> On-Call: Assign by
Acknowledgement Catch All
:   Generates a catch-all escalation message. Modify this record to customize the message template.
Figure 2. Outbound Assign by Acknowledgement Catch All subflow

## Inbound Decisions {#slack-setup-oncall__section_zyl_rjv_wlb}

Slack \> Inbound Decisions \> On-Call: Assign by
Acknowledgement Decision
:   Defines inbound configuration for general response
    handling for Accept or Reject escalation messages.
    Use action_id as the key to map
    outbound configuration and inbound decisions for
    general escalations. The answer points to the
    subflow that is executed when the user clicks
    Accept or
    Reject. Modify the record
    to change the response handling behavior.Figure 3. Inbound Assign by Acknowledgement Decision subflow

Slack \> Inbound Decisions \> On-Call: Assign by
Acknowledgement Catch All Decision
:   Inbound configuration for catch-all response handling
    for escalation for Accept or Reject messages. Use
    action_id as the key to map
    outbound configuration and inbound decisions for
    catch-all situations. The answer points to the
    subflow that is executed when the user clicks
    Accept or
    Reject. Modify the record
    to change response handling behavior.Figure 4. Assign by Acknowledgement Catch All Decision subflow

## Subflows {#slack-setup-oncall__section_b55_rjv_wlb}

Figure 5. Subflow designer

On-Call Assign by Acknowledgement
:   This subflow handles incoming responses from Slack and then acts. For example,
    assign a task to a user and return an
    acknowledgement message. In case of rejection, the
    subflow logs the response and moves the escalation
    to the next escalatee.

Insert Slack Response
:   This action creates a record in the
    \[sn_slack_ah_v2_inbound\] table for incoming Slack responses. You can reference the
    response by workflow based on
    context_id.

On-Call Response Controller
:   This action performs appropriate operations when the
    user clicks Accept or
    Reject from Slack. It invokes the utility methods
    to perform actions from the
    OnCallSlackUtils script
    include.