Troubleshooting Slack Guide

The Reflektive-Slack integration provides your organization a one or two-way pipeline of information between the Reflektive Recognition Wall (a Real-Time Feedback feature), and your company’s Slack channel of choice. 

The two ways of interacting with Slack are shown below - you can enable both of them at the same time, or just one of them at a time, depending on your preference. Usually, we encourage both ways to be enabled. 

OR

To see your Slack settings within Reflektive, an administrator on your side must have the appropriate privileges to see the Integrations Tab under Admin settings. If you don’t see Integrations, please send an e-mail to support@reflektive.com and one of our Customer Support Reps will be able to enable this menu item shown below.

If already enabled, follow the steps to reach this page after you’ve logged into Reflektive:

1. Click on the Admin tab at the dashboard.
2. Click on the Integrations menu item on the lefthand side.
3. Make sure that the integration is on the “Enabled” state.
   

Notice the green and blue outlines on the image on the first page - these toggles determine which way information is being fed. Below, once the toggles are switched on, you are able to input which channel feedback gets sent/received from, and which words your employees will have to type to activate the Slack bot. If “Save” is not green/clickable, please untoggle/retoggle, or add/remove some text from either field - this should count as a “change” and thus the “Save” button should be reactive again.

Anytime someone or a group is recognized on the Reflektive Recognition Wall (aka Real Time Feedback Wall), that corresponding piece of feedback will be fed into the Slack channel of your choice.

When thanking someone from the Reflektive Recognition Wall, you must first start typing the name of the colleague until they pop up on the dropdown menu. Select their name, and leave feedback as you normally would, selecting hashtags if appropriate (but not necessary). If the toggle isn’t turned on, none of this will go through.

Below shows how that message gets pushed through.

The feedback from the Reflektive app will trigger the bot within Reflektive. You do NOT need to authorize the bot to repost the comment in the designated Slack channel.

Basic Troubleshooting:

• The Slack integration is not enabled/toggled on.
• The Slack integration/Slackbot was installed/invited to the wrong instance (this happens sometimes with some larger/more complex organizations).
• The Reflektive Slackbot (named “Reflektive”) has not been invited to any channels in your Slack instance.

Anyone someone or a group is recognized on the Slack channel where the Reflektive bot is in, the corresponding piece of feedback will be fed onto the Reflektive Recognition Wall as shown below.

Notice that from Slack to Reflektive, there is an intermediary step where the user giving feedback has to directly confirm with the Reflektive bot that they want that piece of feedback posted.

• The Slack integration is not enabled/toggled on.
• The Slack integration/Slackbot was installed/invited to the wrong instance (this happens sometimes with some larger/more complex organizations).
• The Reflektive Slackbot (named “Reflektive”) has not been invited to any channels in your Slack instance.

• The email address that an employee uses to sign into Reflektive (whether it is a native password, or provisioned through an Single Sign On service like Okta or One-Login) DOES NOT MATCH. eg: john@reflektive.com within Reflektive and john_doe@gmail.com for Slack. New employees and name/email changes are common culprits of it not working on an individual level.
  
• On the Reflektive to Slack section, you added more than one channel. You can only have feedback goto ONE channel - adding more will break it.
  
• Reflektive is NOT configured correctly when you check Slack settings (under “Manage Apps”. Be sure that the correct channels and authorization settings are here as well.

• Your company is running an OLD version of our Slack integration. The old version uses an API token that you generate and send to Reflektive. The current version does not require this.
  
• There’s nothing under the “Feedback Keywords” section - there must be “activator” words like “Thanks” or “Good Job”. That, or people are not using the Feedback Keywords when highlighting their colleagues.
  
• The Reflektive Slack Bot has been removed from your Slack instance, and you CANNOT reinstall it. If this is the case, you will need to contact support@reflektive.com and ask them to reset your Slack Installation Token.