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Each Flow team has an email inbox and can use the organization’s primary chat provider. Operators handle the resulting requests in Conversations. Slack and Microsoft Teams can accept requests without Directory Sync. Connecting the directory adds employee context, such as department, location, and manager relationships, and enables directory-dependent features. Review the Directory Sync tradeoffs before deciding to skip it.

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Configure channels

1

Set up email.

First connect Directory Sync under Settings → Identity if new requesters will use the inbox. Then open Settings → Flow Teams, expand the team, and open Flow settings → Email. See Email prerequisites for the existing-member exception.
2

Set up chat.

For Slack or Microsoft Teams, open Settings → Chat, connect the primary provider, and link each Flow team to a channel.

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Reply from Conversations

1

Open the conversation.

Open the conversation you want to reply to.
2

Select Requester chat.

Select Requester chat.
3

Choose a communication channel.

Choose an available route under Communication Channel.
4

Write and send the reply.

Write the reply, then select Send.
The selector shows only routes available for that conversation.